Summary
Overview
Work History
Education
Skills
Timeline
Generic

Allando Fagan

Bronx

Summary

Dynamic technical support manager with a proven track record at IBEX Global, excelling in customer relationship management and technical troubleshooting. Adept at leading teams to resolve complex issues, enhancing service delivery, and implementing process improvements. Skilled in leak detection and effective communication, ensuring high-quality support and customer satisfaction. Skilled Apprentice Plumber with hands-on experience in residential and commercial plumbing. Possess strong knowledge of plumbing systems and principles, coupled with adeptness in using standard tools of trade. Demonstrated ability to diagnose issues, install new systems and carry out routine maintenance tasks while adhering to safety protocols. Proven track record of contributing positively to team outcomes and customer satisfaction levels. Hardworking and highly skilled professional offering proven expertise in completing and installations with high-quality work. Efficiently cut and fabricate pieces to finalize designs. Excellent technical, project management and decision-making abilities developed several years of experience.

Overview

5
5
years of professional experience

Work History

Apprentice Plumber

Cape plumbing
Bronx
07.2024 - 04.2025
  • Collaborated with team members to ensure timely completion of plumbing projects.
  • Assisted in installing plumbing systems under supervision of experienced plumbers.
  • Communicated effectively with clients regarding service needs and expectations.
  • Assisted journeyman plumbers in performing repairs and maintenance on pipes, fixtures, and other plumbing equipment.
  • Cut openings in walls and floors to accommodate pipe and pipe fittings.
  • Assembled pipe sections, tubing and fittings using couplings, clamps, screws, bolts, cement, plastic solvent and soldering materials.
  • Repaired leaking valves, replaced defective washers and gaskets, repaired or replaced broken pipes.
  • Installed water heaters according to manufacturer's instructions.
  • Utilized hand tools such as wrenches and saws during installation process.
  • Connected gas lines to stoves, furnaces, grills following safety protocols.
  • Tested and identified pipe leaks with air and water pressure gauges under plumber supervision.
  • Cut and beveled piping using cutting torches, saws, and threading machines.
  • Operated equipment and remained focused on safety at all times.
  • Read blueprints and drawings to determine exact installation specifications.
  • Operated tools and equipment such as hand saws, pipe cutters, and drills on daily basis.
  • Verified and gathered measurements to determine proper piping sizes.
  • Tested pipes for leaks using air pressure gauges or water pressure gauges.
  • Worked closely with skilled plumber to repair pipes and fixtures to provide safe water supply.

Car Wash Attendant

Hand Job Car Wash
The Bronx
03.2023 - 04.2024
  • Operated car wash equipment to clean vehicles efficiently.
  • Applied cleaning solutions and wax to enhance vehicle appearance.
  • Ensured work area remained clean and organized throughout shifts.
  • Collaborated with team members to maintain high service standards.
  • Resolved customer inquiries and concerns in a friendly manner.
  • Greeted each customer and supplied service-level options and pricing, including promotional and membership information.
  • Responded promptly to customer inquiries or complaints in a professional manner.
  • Assisted customers with selection of car wash packages and add-on services.
  • Checked cars after completion of the car wash process to ensure satisfaction of customers.
  • Cleaned wheels, tires, hub caps, and wheel covers to protect wheels and wheel components from deterioration.
  • Detailed inside of vehicles, including scrubbing, shampooing and vacuuming interior.
  • Worked closely with team members to ensure efficient service delivery.
  • Cleaned interior and exterior of vehicles using cleaning products and tools such as vacuums, brushes, towels, sponges.

Technical Support Manager

IBEX Global
Down Town
08.2020 - 04.2022
  • Resolved customer inquiries through phone, chat, and email support channels.
  • Led technical support team in troubleshooting complex customer issues.
  • Developed training materials for new support staff onboarding processes.
  • Coordinated communication between clients and technical teams for issue resolution.
  • Managed escalation processes for critical support tickets effectively.
  • Analyzed support trends to identify areas for process improvement initiatives.
  • Facilitated regular team meetings to discuss challenges and share solutions.
  • Monitored ticketing system to ensure timely responses from support agents.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Established continuous improvement initiatives to achieve KPIs.
  • Developed team support strategies and service goals for busy contact center.
  • Created and deployed new hire training initiatives.
  • Created reports on performance metrics and presented them to senior management.
  • Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
  • Provided guidance and mentorship to junior team members on troubleshooting techniques and best practices.
  • Recruited, trained and supervised IT department staff.
  • Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
  • Implemented processes to ensure quality control standards were met when delivering services to customers.

Education

High School Diploma -

St Catherine High School
Kingston, JA
06-2005

Skills

  • Leak detection
  • Pipe installation
  • Blueprint reading
  • Customer relationship management
  • Team collaboration
  • Problem solving
  • Effective communication
  • Time management
  • Attention to detail
  • Plumbing repairs
  • Blueprint interpretation
  • Building design
  • CAD software
  • Technical troubleshooting
  • Customer support
  • Conflict resolution
  • Product troubleshooting
  • Call center operations
  • Active listening
  • Technical support

Timeline

Apprentice Plumber

Cape plumbing
07.2024 - 04.2025

Car Wash Attendant

Hand Job Car Wash
03.2023 - 04.2024

Technical Support Manager

IBEX Global
08.2020 - 04.2022

High School Diploma -

St Catherine High School

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