Adam Davidsson
Port Saint Lucie,FL
Summary
Dynamic leader in Customer Experience and IT Support with over 5 years of expertise in frontline customer service, technical troubleshooting, and operational oversight. Proven track record in mentoring high-performing teams, resolving complex escalated issues, and implementing process improvements that enhance customer satisfaction. Leadership skills are strengthened by U.S. Army experience, where coordination and supervision of personnel in high-pressure environments were key to success. Highly technical and detail-oriented, with a steadfast commitment to delivering exceptional service and driving continuous improvement across all operations.
Overview
13
13
years of professional experience
Work History
IT Specialist
Preferred Power Products, LLC
05.2019 - Current
- Provide first-level customer support, handling inbound calls, account inquiries, billing issues, and technical troubleshooting with a 100% same-day resolution rate.
- Serve as an escalation point for complex customer issues requiring advanced diagnostics across connectivity, VoIP systems, printers, and network devices.
- Mentor new team members through onboarding, system training, and troubleshooting best practices to improve team performance and consistency.
- Manage company-wide IT infrastructure, including VLAN design, IP addressing, firewall configurations, segmentation, and network security.
- Develop, document, and maintain SOPs, troubleshooting guides, and hardware inventory records to support operational continuity.
- Coordinate with leadership to identify recurring CX issues and implement process improvements to enhance overall customer satisfaction.
Infantryman (Team Leader)
United States Army
02.2013 - 06.2016
- Led and trained 4–6 person teams during overseas combat operations, ensuring performance, communication, and accountability under high-stress conditions.
- Coordinated operational planning and logistical support for a company of 50 soldiers, contributing to mission readiness and organizational efficiency.
- Managed the tracking, inspection, and accountability of over $1M in sensitive equipment with zero loss or incident.
- Maintained discipline, cohesion, and morale within assigned teams while meeting strict deadlines and completing tasks to standard.
Education
Suffolk County Community College
Selden, NY05.2019
Diploma - Marketing
SAE Institute
NYC, NY06.2017
Regents Diploma - undefined
Mount Sinai High School
Mount Sinai, NY06.2010
Skills
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Multitasking in a fast-paced environment
- Strong Leadership Attributes
- Technical issue analysis
- IT diagnostics
- Strategic thinking
- Rule enforcement
- Customer relations
Accomplishments
- Consistently met or exceeded key performance indicators (KPIs)
- Maintained a clean disciplinary record and ranked among top performers for performance
- Successfully completed all required training programs with high performance
- Contributed to upselling products or services to existing customers
Timeline
IT Specialist
Preferred Power Products, LLC
05.2019 - Current
Infantryman (Team Leader)
United States Army
02.2013 - 06.2016
Diploma - Marketing
SAE Institute
Regents Diploma - undefined
Mount Sinai High School
Suffolk County Community College
Interests
Providing exceptional customer service experiences, Staying updated on new products and services in the industry, Continuous learning and improvement in technical troubleshooting skills, Seeking opportunities for professional growth within the company