Anthony Mims
Ludowici,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Senior Processing Associate
Infosys BPM
04.2023 - Current
- Refers more complex problems to senior level
- Responds to telephone calls, email, and personal requests for direct and remote technical support
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Applied critical thinking skills to identify opportunities for improvement within current workflows or procedures.
- Reduced response times for service requests via live chat or email by implementing an effective ticketing system.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
IT Desktop Support Technician
Randstad USA
08.2021 - 03.2023
- Responds to telephone calls, email, and personal requests for direct and remote technical support
- Supporting all aspects of the organization's end point stack such as desktop computers, laptop computers, mobile devices, scanners, printers (network/desktop), and Cisco VoIP phones
- Documented and tracked problem tickets to ensure a timely resolution
- Incorporated problem management database and help desk systems to improve call metrics by 7%.
Premium Services Technician
Support.com
08.2014 - 08.2021
- Determined scope of 50+ customers' issues in an effective and professional manner daily
- Updated customer profiles and track issues with ticketing system
- Perform monthly one on ones with agents in the Atlanta branch
- Partner with managers to deliver solutions; escalate issues to senior level as needed
- Contributed to a peer-assist group that helpdesk specialist can use to communicate with supervisors and amongst each other, resulting in 30% raise in call efficiency
- Supporting all aspects of the organization's end point stack such as desktop computers, laptop computers, mobile devices, scanners, printers (network/desktop), and Cisco VoIP phones.
Education
Bachelor's in Computer Information Systems -
Columbia College
Fort Leonard Wood, Missouri12.2020
Associate's in General Studies -
Columbia College
Fort Leonard Wood, Missouri08.2018
Skills
- Cisco AnyConnect
- Citrix
- Microsoft Office 365
- Microsoft Windows
- PowerShell
- Active Directory
- Avaya
- JIRA
- VOIP
- TCP/IP
- ServiceNow
- Compliance knowledge
Timeline
Senior Processing Associate
Infosys BPM
04.2023 - Current
IT Desktop Support Technician
Randstad USA
08.2021 - 03.2023
Premium Services Technician
Support.com
08.2014 - 08.2021
Bachelor's in Computer Information Systems -
Columbia College
Associate's in General Studies -
Columbia College