Andrew Thompson
Canton,Georgia
Summary
Professional Objective: Skilled Help Desk Support with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of skills in MAC OS, Windows, Android, Mobile Devices Software and hardware maintenance.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Help Desk Support Specialist
Verizon Wireless
Alpharetta, GA
08.2021 - Current
- Verizon Wireless -Help Desk Support Specialist August 2021 - Present
- Responding to client support queries.
- Providing support in person, over phone, or via remote access.
- Diagnosing issues with computer software, peripherals, and hardware.
- Performed software diagnostic tools and physically inspecting hardware systems.
- Talking to clients through basic problem-solving processes.
- Providing basic computer training.
- Installing and upgrading hardware and software systems.
- Following up with clients.
- Completing support tickets.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Walked user through series of steps to determine problem and implement likely solution.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Assistant Manager
Verizon Wireless
Douglasville, GA
04.2018 - Current
- Established customer and employee experience and maintain health of daily and long-term store functions, including analyzing store staffing needs, providing hiring promotion decisions, reporting, driving financial and sales status through monthly quotas
- Under Leadership:
- Assisted several store locations finishing in top 10% in Southeast Market
- Assisted multiple stores top operations and monthly sales metrics year over year
- Delivered through multiple store locations/sales teams exceeding sales revenue over 1 million dollars
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Assisted in organizing and overseeing assignments to drive operational excellence
- Created employee schedules to align coverage with forecasted demands
- Strengthened operational efficiency to remain cost-effective while maintaining quality service
- Developed strategy to increase sales and drive profits
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Mentored team members to enhance professional development and accountability in workplace
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
- Established objectives to offer team members clear roadmap to help company achieve overall goals
Lead Solutions Specialist
Verizon Wireless
Canton, GA
08.2012 - 04.2018
- Established seamless memorable customer experience, while presenting customer solutions based on uncovered customer needs
- Exceed monthly quotas while helping to develop incoming solutions specialist
- Increased developing and maintaining effective sales process for store location
- Leading different sales metrics i.e., small business all-new product lines, district initiatives
- Accomplishments:
- Awaken Leadership Academy Graduate
- Keyholder within less than year in role
- Finished top 10% from district/territory monthly sales metrics for six (6) consecutive years
- Verizon Winner Circle – Recipient Year over Year Top 10% in sales
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Answered customer questions about billing, account issues and upgrade possibilities.
- Recommended new products and services to customers.
- Optimized operational productivity and collaborated with staff to share and implement process improvements.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Installed operating systems, set up emails and updated programs.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Optimized productivity by closely monitoring employee performance and ensuring completion of training processes.
Lead Solutions Specialist
AT&T
West Palm Beach, FL
09.2008 - 08.2012
- Maintained sense of individuality in thinking and decision making, while presenting customer solutions based on uncovered customer needs
- Met and exceeded quotas and revenue target for net activation, customer renewals, accessories, handsets, and enhanced services
- Responsible for developing and maintaining effective sales process for store location
- Responsible for leading different sales metrics i.e., small business all-new product lines, district initiatives
- Increased records accuracy by effectively maintaining confidential patient databases
- Provided services to customers, such as order placement or account information
- Lead representative for six (6) consecutive months
Education
Amazon AWS AWS Cloud Practitioner Certification – Currently in Progress AWS Cloud Solutions architect Assoicate Certification – Currently in Progress - Certfication
Amazon
Douglasville, GA 08.2022 - Current
Google I.T. SUPPORT PROFESSIONAL CERTIFICATE -
Coursera.org Google
Canton, GA 06.2017 - 06.2018
Bachelor of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ 05.2004 - 06.2008
Skills
Service recommendations
Problem-solving
CRM Systems
Account management
Database Management
MS Office
SAP Experience
B2B Service
Google Workspace
Decision-Making
Cultural Awareness
Critical Thinking
Active Listening
Organization and Time Management
Technical issues analysis
Desktop support
Software diagnosis
Microsoft Outlook
PC component diagnostics
Ticket support system management
Application support
Technical Support
Staff education and training
Windows 10
Issue troubleshooting
Customer service expert
Complaint resolution
Business Development
Skill Development
Troubleshooting
Documentation abilities
Technical support expertise
Training and mentoring
Staff Management
Team Building
Leadership Competencies
Flexible and Adaptable
Self-Motivated
Excellent Communication
Multitasking Abilities
Timeline
Amazon AWS AWS Cloud Practitioner Certification – Currently in Progress AWS Cloud Solutions architect Assoicate Certification – Currently in Progress - Certfication
Amazon
08.2022 - Current
Help Desk Support Specialist
Verizon Wireless
08.2021 - Current
Assistant Manager
Verizon Wireless
04.2018 - Current
Google I.T. SUPPORT PROFESSIONAL CERTIFICATE -
Coursera.org Google
06.2017 - 06.2018
Lead Solutions Specialist
Verizon Wireless
08.2012 - 04.2018
Lead Solutions Specialist
AT&T
09.2008 - 08.2012
Bachelor of Arts - Business Administration And Management
University of Phoenix
05.2004 - 06.2008