Open To Work
Anthony King II
Durham,United States
Work Preference
Summary
Technical support expert with extensive experience in troubleshooting and delivering exceptional customer service. Demonstrated success in resolving complex issues through effective communication and active listening. Proficient in using diagnostic tools and collaborating with support teams to improve customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
VOIP Technical Support
AT&T
Durham, United States
01.2024 - Current
- Troubleshot technical issues, providing timely remote support to enhance customer experience
- Provided technical support to customers over the phone and via email, resulting in a 100% customer satisfaction rate
- Collaborated with cross-functional teams to deliver precise, timely support to resolve customer inquiries
Repair Chat
SPECTRUM TELECOM
01.2023 - 01.2024
- Expertly deliver video support and repair services, employing cutting-edge diagnostic tools for efficient technical issue resolution
- Guided customers through troubleshooting procedures and promptly escalated complex issues to dedicated support teams or field technicians
- Utilized active listening skills to understand customer needs and deliver tailored solutions, enhancing service quality
- Maintained detailed records of customer interactions and transactions to ensure accurate follow-up and service continuity
- Collaborated with team members to enhance customer satisfaction and elevate service quality
Billing Chat
SPECTRUM TELECOM
Morrisville, United States
01.2022 - 01.2023
- Addressed billing questions and inquiries from residential customers regarding internet and cable services, ensuring timely resolution
- Delivered exceptional customer service and provided accurate information to assist customers
- Provided over-the-phone account management and payment support services, including maintenance and activation
- Escalated complex or unresolved issues to higher-level support or management, facilitating effective problem resolution
LUBE / AUTOMOTIVE TECHNICIAN
AAA Automotive
Durham, United States
01.2019 - 01.2020
- Diagnosed and repaired complex mechanical and electrical issues on a variety of vehicles
- Tested and inspected vehicles to confirm adherence to quality and safety standards
- Replaced worn or defective parts to restore vehicle functionality and performance
- Researched and ordered parts for repairs, securing timely delivery of correct components
Education
Technical Certification - Automotive Repair
Nascar Technical Institute (NTI)
Mooresville01-2011
Skills
- VoIP hardware setup
- Technical troubleshooting
- Telephony support
- Technical support
- Help desk support
- Remote troubleshooting
- Network diagnostics
- ServiceNow expertise
- ITSM expertise
- Problem solving
- Escalation management
- Support management
- Customer service excellence
- Conflict resolution
- Government support
- Microsoft Office proficiency
References
References available upon request.
Languages
Fluent English
Timeline
VOIP Technical Support
AT&T
01.2024 - Current
Repair Chat
SPECTRUM TELECOM
01.2023 - 01.2024
Billing Chat
SPECTRUM TELECOM
01.2022 - 01.2023
LUBE / AUTOMOTIVE TECHNICIAN
AAA Automotive
01.2019 - 01.2020
Technical Certification - Automotive Repair
Nascar Technical Institute (NTI)