Alfred Simmons Jr.
Columbus,OH
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience and military discipline.
Overview
6
6
years of professional experience
Work History
Program Technician II
Maximus Health Services
09.2022 - 02.2024
- Handled a high call volume of inbound calls and trouble tickets to help customers log in and navigate their provider portal online and answered any questions on how to access their accounts
- Supported technical needs of tens of thousands of medicaid providers across OH with online provider network platform
- Managed team of Tier 1 agents, assisted them whenever needed and handled call escalations
- Looked at SQL databases to troubleshoot and correct provider data misalignment
- Trained on subjects such as troubleshooting, documentation, and product maintenance
- Worked directly with Ohio Dept of Medicaid to ensure providers are receiving their claims properly.
- Conducted thorough research on industry trends and best practices, incorporating findings into program development strategy.
- Assisted in the successful completion of multiple projects by providing consistent technical support and troubleshooting expertise.
Assistant Manager/Repair Technician
uBreakiFix
03.2020 - 08.2022
- Repaired many electronic devices including cell phones, laptops, game consoles, tablets, and TV
- Communicated to customers over the phone and in person every step of the repair process to ensure customers their devices will be handled with care
- Continuously adapting to continually changing designs in electronic devices and keeping up with training on repair of new products
- Handled many office and managerial duties such as opening, inventory, and staff scheduling.
- Installed wiring, cabling and networking hardware on customer premises.
- Assisted customers with setting up newly repaired devices, ensuring proper functionality before leaving the store.
- Stayed up-to-date on industry trends and emerging technologies to provide relevant solutions for customers'' phone problems.
- Maintained a well-organized workspace, ensuring all tools and parts were readily available for efficient repairs.
Technical Support Representative
Spectrum Communications
06.2018 - 01.2020
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed high levels of call flow and responded to Internet and landline phone technical support needs.
- Promoted efficiency among departments with prompt resolution of system issues.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Aircraft Maintenance Technician
U.S. Air Force
- Troubleshoot and repaired electrical and enviromental systems in C-130 and F-15 aircraft
- Adhered to military standards and practices at all times on duty
- Involved in several overseas operations such as natural disaster relief
- Was rated expert marksman with an M-16A2 rifle.
Education
High School Diploma -
Pickerington High School North
Computer Information Science -
Devry University
Columbus, OHSkills
- Customer service
- Computer literacy
- Time management
- Microsoft word
- Microsoft excel
- Communication skills
- Team building
- Data Tracking
- Point of sale operation
- Multitasking
- Analytical Thinking
- Order Processing
Timeline
Program Technician II
Maximus Health Services
09.2022 - 02.2024
Assistant Manager/Repair Technician
uBreakiFix
03.2020 - 08.2022
Technical Support Representative
Spectrum Communications
06.2018 - 01.2020
Aircraft Maintenance Technician
U.S. Air Force
High School Diploma -
Pickerington High School North
Computer Information Science -
Devry University