Antoine Cunningham
Largo,MD
Summary
Proven in delivering exceptional customer support and technical resolutions, my tenure at Lumen Technologies and Brightspeed highlighted my adeptness in hardware troubleshooting and empathetic communication. Mastering both hard and soft skills, I've significantly enhanced service delivery through innovative problem-solving and effective escalation handling, ensuring customer satisfaction and operational excellence.
Overview
8
8
years of professional experience
Work History
NHTSA Support Representative
ASRC Federal
05.2023 - Current
- Interface with vehicle consumers regarding vehicle safety recalls, child safety seats, vehicle equipment, publications and other matters under the jurisdiction of NHTSA.
- Efficiently and accurately interview consumers regarding vehicle safety complaint to be submitted to the Office of Defect Investigation on their behalf.
- Analyzed support trends to identify areas for improvement, implementing changes for better service delivery.
IT Tech Support Technician II
Lumen Technologies/Brightspeed
11.2021 - 05.2023
- Interface with customers to diagnose and resolve basic network and modem functionality issues via the most appropriate solutions.
- Responded to support requests from hardware end-users and patiently walked individuals through basic troubleshooting tasks and escalate more advance issue to high tier support.
- Participated in ongoing professional development opportunities to stay current with industry best practices and latest technology advancements.
Graphic Designer/Customer Services
Xpress Copy & Graphics
09.2020 - 11.2021
- Developed creative design for print materials, brochures, banners, and signs.
- Managed multiple projects simultaneously, ensuring timely completion of deliverables while maintaining high-quality standards.
- Met with customers to present mockups and collect information for adjustments.
Production Artist/Screen Printer
CustomInk
08.2018 - 02.2020
- Vectorized customer designs to ensure quality print. Provide on request design direction and advisory on customer projects.
- Developed creative solutions to complex design challenges, resulting in visually appealing and engaging materials.
- Measures of success: Quality of work, Productivity, and
Teamwork.
Customer Service Technician
CenturyLink Adcomm
12.2016 - 08.2018
- Install, troubleshoot/repair, test, and modify High Speed Internet equipment.
- Troubleshoot/repair, test, and configure ISP connectivity issues via Poll DSLM, AutoSwitch, and user remote access.
- Delivered exceptional customer service through clear communication and empathy during challenging situations while actively supported sales and marketing related activities. Provide exceptional front line customer service.
Education
High School Diploma -
Crossland High School
Associate of Arts - Graphic Design
The Art Institute of Washington
Certificate -
Satellite Broadcasting And Communications Ass.
Skills
- Customer Support
- Remote Technical Support
- Hardware troubleshooting
- Software troubleshooting
- Solving new-to-me problems
- Escalation Handling
- Resolution Documentation
- Organization and time management
- Task Prioritization
- Excellent Communication
- Call center experience
- Microsoft Office
Timeline
NHTSA Support Representative
ASRC Federal
05.2023 - Current
IT Tech Support Technician II
Lumen Technologies/Brightspeed
11.2021 - 05.2023
Graphic Designer/Customer Services
Xpress Copy & Graphics
09.2020 - 11.2021
Production Artist/Screen Printer
CustomInk
08.2018 - 02.2020
Customer Service Technician
CenturyLink Adcomm
12.2016 - 08.2018
High School Diploma -
Crossland High School
Associate of Arts - Graphic Design
The Art Institute of Washington
Certificate -
Satellite Broadcasting And Communications Ass.