Antoine Thompson
Decatur,Georgia
Summary
Detail-oriented Technical support specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge .for both software ,hardware , and networking issues has experience re imaging devices
Overview
12
12
years of professional experience
Work History
Technical Support Specialist
Utility associates
06.2022 - Current
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner
- Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Remote into users computers, in order to better understand and resolve end users issues
- Processed RMA's (return merchandise agreement) for faulty items covered under warranty
- Assisted users regarding a proprietary software that allowed them to handle emergencies on the field.
- Resolved 40 technical support inquiries per day
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Leveraged data-driven monitoring systems to identify and resolve potential issues
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets
Support Engineer
TEKsystems
12.2021 - 06.2022
- Supported Microsoft enterprise level customers around issues with O365
- Troubleshooted multiple problems pertaining to exchange online , outlook free/busy and azure ad
- Conduct research in timely manner to provide solutions to customers
- Communicated with clients to verify roots and causes of computer problems.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.ive
- Upgraded operating systems and computer software to perform compatibility with programs
- Monitored systems in operation and quickly troubleshot errors
Help Desk Tier 1
Support Kforce
06.2020 - 11.2021
- Handled inbound calls assisting in store associates with all their technical support needs, trouble shoot their POS systems, troubleshoot their hardware and software
- Document tickets accurately and comprehensively using service now ticketing system
- Completed in-bound calls, and met and exceeded metrics
- Confer with users, in order to conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Resolved problems, improved operations and provided exceptional service
- Worked flexible hours across night, weekend, and holiday shifts
- managed on average 40 calls per day
Technical Support Representative
Vxi Global solutions llc
01.2018 - 06.2020
- Maintain up-to-date knowledge of existing and new technologies by participating in training and workshops, strengthening technical skills
- Cultivate trusting and positive relationships with clients by answering questions, resolving issues, and addressing concerns, resulting in a high customer satisfaction rating
- Assist clients with inquiries by maintaining up-to-date knowledge of relevant software and hardware as well as troubleshooting methods, ensuring smooth operation of business
- Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Utility Worker
Entertainment Partners
07.2016 - 08.2018
- Worked with a strong attention to detail and excellent record-keeping abilities
- Performed upkeep on an assorted amount of tools and facilities
- Ran inventory on supplies
- Collaborated on high priority projects with tact and a strong attention to detail
- Mechanical aptitude and inclination
- Ability to work in an efficient manner with minimal supervision
Event Specialist
Advantage Solutions
08.2012 - 12.2016
- Worked to represent the company in a positive and enthusiastic manner
- Remained proactive and constantly took initiative to achieve desired outcomes
- Offered new services based on the needs of a customer
- Scheduled vendor appointments, handled follow-ups, picked up items, and coordinated with other professionals to guarantee a seamless event day.
- Planned large-scale events such as trade shows, conferences and meetings.
- Managed event logistics and operations.
Education
Associate - political science
Georgia Perimeter College
Clarkston, GA09.2018
Skills
- Troubleshooting, IT Systems, Microsoft Office Suite, Customer Service, Communication, Conflict Resolution, Time Management
- Help Desk
- Technical Support
- Desktop Support
- Software Troubleshooting
- DHCP
- Live Chat
- Windows
- Remote Access Software
- CompTIA A
- Technical support:
- Remote IT Implementation
- Mac systems
- Desktop support
- Customer service expert
- Software diagnosis
- Maintenance and Repair
- Attention to Detail
- Desktop Component Repair
- Technical Troubleshooting
- Remote Diagnostics
- Hardware Configuration
- Software Installation
- User Training
- Virtualization Technologies
Timeline
Technical Support Specialist
Utility associates
06.2022 - Current
Support Engineer
TEKsystems
12.2021 - 06.2022
Help Desk Tier 1
Support Kforce
06.2020 - 11.2021
Technical Support Representative
Vxi Global solutions llc
01.2018 - 06.2020
Utility Worker
Entertainment Partners
07.2016 - 08.2018
Event Specialist
Advantage Solutions
08.2012 - 12.2016
Associate - political science
Georgia Perimeter College
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