Anthony McCoy
Dallas,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desk Side Support
Hilton Worldwide
05.2023 - 05.2025
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Interacted with executive level of management to resolve hardware and software technical issues for both laptop and peripheral devices
- Confirm equipment functionality in conference rooms prior to executive level meetings and events
- Partnered with departments heads to ensure equipment within warranty period and replace equipment as needed
- Timely resolution of end-user technical tickets submitted in ticketing system
- Effective resolution of software issues for both MacBook and Windows users. Sometimes partnering with Apple or Microsoft to schedule intensive repairs
- Troubleshoot desktop issues which included verifying network connectivity by tracking to related port connectivity
- Hardware installation of various devices and continuous verification of functionality
- Internal computer hardware replacement as needed (SSD, RAM, battery, etc.)
- Ensure functionality and network connectivity of all printers and assist with printer related issues
- Resolve issues related to missing packages sent to desk side support by partnering with FedEx and/or UPS
- Oversee training and onboarding of new desk side support employees
- Partnered with HR to issue laptops for new hire employees throughout the office and work with new hires during orientation for equipment setup
Microsoft 365 Concierge Support
Zones
05.2022 - 05.2023
- Handle 40+ tickets each week and ensure resolution of each
- Troubleshoot various software and/or security issues with Microsoft 365 business and enterprise subscriptions & applications
- Assist with setting up custom domains and DNS records
- Answer questions and resolve issues relating subscription billing
- Explain technical issues in a non-technical manner for customers of all knowledge levels
- Research unknown or unfamiliar difficulties in order to find a resolution for a support ticket
- Escalate issues to a higher tier as necessary
- Aid in ensuring domain security such as setting up DKIM and DMARC
Tier 2 Account Specialist
Genpact
11.2019 - 05.2022
- Receive and address live escalated issues by phone or chat.
- Troubleshoot technical errors with customers wallet app or virtual credit card in iOS devices and escalate to technical team if unable to resolve immediately.
- Report any technical issues that arise within the system or customers' accounts to the technical team if unable to self-resolve.
- Ensure, as a Tier 2 Lead, that I am up to date with all changes to company procedures and that all Tier 1 customer service agents are made aware of any new updates.
- De-escalate and resolve any issues that arise with customers to ensure their every experience is a positive one.
Medicare Sales Representative/Team Lead
Dialog Direct
09.2017 - 11.2019
- Knowledgeable about Medicare products and assist team with questions.
- Educate Medicare recipients on the different parts of Medicare and assist them to make an informed decision for their upcoming year's health coverage.
- Help walk customers through the web portal and select their insurance coverage and attempt to troubleshoot any issues or errors they encounter.
- Ensure, as a team leader, that every member of the team has the tools and knowledge to be successful on every call and that our conversation rate is above the acceptable level.
Licensed Health Insurance Agent
Insubuy
06.2015 - 08.2017
- Ensure documents mailed from the company are in accordance with USPS standards.
- Proofread, and submit corrections for, documents generated by the company to be sent to customers.
- Answer any questions customers have about acquiring insurance for international visitors and/or new immigrants to the US
Licensed Health Agent
Connexions
09.2013 - 05.2015
- Help customers in finding a health plan that best suits their needs through probing and clarifying questions.
- Be knowledgeable of and inform members of policies and procedures.
Mac Expert/ Licensed Health Agent
Etech Inc
09.2012 - 09.2013
- Consult with customers to build the best and total solution for their computing needs.
- Help customers to solve any inquiries and/or problems with the company or product.
- Help customer experiencing technical difficulties to remedy the error they are receiving or escalate their issue for further review if needed.
- Walk members through the enrollment process and ensure ease of use in application.
Education
Trade/Technical Education -
My Computer Career
08.2022
Skills
- Positive interpersonal skills
- Experienced in client relations
- Windows network connectivity
- Effective team collaboration
- Experienced with network protocols including TCP/IP, DHCP, and DNS
- Knowledge and experience with virtual infrastructures
- Operating System Installation for Windows and Linux
- Computer Diagnostics and repair
- Troubleshoot and repair of laser, thermal, and inkjet printers
- Install SOHO networks, including making and installing required cables and connections
- Installation, configuration, and troubleshooting of wireless access points
- Subnetting and IP addressing
- Familiar with Microsoft Firewalls including software and hardware based
- Basic understanding and implementation of Encryptions
- Familiar with AAA Server authentication
- Successfully identify types of malware
- RAID, NAS and SAN Implementation
- Familiar with OSI and TCP/IP reference models
- Imaging
Certification
- CompTIA A+
- CompTIA Network+
- Linux Essentials
Timeline
Desk Side Support
Hilton Worldwide
05.2023 - 05.2025
Microsoft 365 Concierge Support
Zones
05.2022 - 05.2023
Tier 2 Account Specialist
Genpact
11.2019 - 05.2022
Medicare Sales Representative/Team Lead
Dialog Direct
09.2017 - 11.2019
Licensed Health Insurance Agent
Insubuy
06.2015 - 08.2017
Licensed Health Agent
Connexions
09.2013 - 05.2015
Mac Expert/ Licensed Health Agent
Etech Inc
09.2012 - 09.2013
Trade/Technical Education -
My Computer Career
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