Antonio Newby
Virginia Beach,VA
Summary
Desire a position within an established organization that will provide career development and utilize my education and in-depth knowledge to improve efficiency and enhance profitability. Particular interested in technology-driven organization/company. Consistent provider of friendly internal worker and external customer interactions. Combined deep technical knowledge with amicable demeanor to support both exceptional resolution and satisfaction metrics.
Overview
7
7
years of professional experience
Work History
Tier 2 User Admin
Prime Technical Services/Peraton
Virginia Beach, VA
11.2023 - 11.2024
- Provided technical assistance to customers with escalated support requests.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Provided remote troubleshooting and support for software and hardware problems.
Tier 1 Technical Support Agent
SAIC
Norfolk, VA
03.2023 - 11.2023
- Provided technical support to customers via telephone and email.
- Assisted customers with troubleshooting software and hardware issues.
- Answered customer inquiries regarding product features, functions, installation, configuration and compatibility.
- Identified root cause of technical problems and implemented solutions quickly.
- Updated customer accounts with notes of service provided or actions taken.
- Developed technical documentation for internal use as well as customer-facing information.
- Utilized ticketing system to track progress of requests from start to finish.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Representative II
DOMA
Virginia Beach, VA
06.2021 - 03.2023
- Processing - Researching the correct facility to process records for veterans as well as making a call to the facility to obtain the medical records
- Triage - Correctly indexing information from the 4142 form and from share to be be checked for errors and pushed to Processing
- QC Vet - Quality control for Triage
- Making sure that all information and the 4142 forms standards are met, and keeping note or errors that CSRs make.
Customer Service Representative
IQVIA
Norfolk, VA
10.2020 - 03.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with troubleshooting computer hardware, software and network related issues.
- Troubleshooting issues with printers, laptops, iPads, and mobile devices
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided Help Desk Support related to Abbvie for related queries and issues regarding computer systems, hardware, and software
- Escalated support requests to internal teams as required and followed through to obtain status updates
- Recorded and redirected incidents to the correct resources through the ticket system.
- Performed remote diagnostic procedures to identify customer problems.
Developer
Anthem
Norfolk, VA
12.2019 - 02.2020
- Created deployment scripts using Created Back-out Implementation Plans Deployed SNOW tickets in CTU Typed code using SQL Traced XML code in PEGA
- Participated in code review meetings, providing input on bugs, inefficiencies and potential solutions to emergent issues.
- Collaborated closely with team members to keep projects on track and meet anticipated deadlines.
Client Services (Internship)
Norfolk State University
Norfolk, Virginia
09.2017 - 11.2017
- Provide timely and effective technology customer service that meets excellent customer satisfaction to Norfolk State University and its community
- Configuring students PC or mobile devices to the NSU wireless network
- Also perform password reset, updating campus computer with new software
- Provides help desk support and technical assistance related to Norfolk State University for incoming queries and issues related to computer systems, hardware, and software
- Track, record, route and redirect problems to correct resources through a ticket system.
Education
Bachelor of Computer Information Technology -
Norfolk State University
Skills
- CompTIA Security Certified
- Error Detection
- Problem-Solving
- Verbal and Written Communication
- Tracking and Documentation
- Employee Computer Support
- Highly Professional
- Help Desk Support
- Software Evaluation
- Troubleshooting Network Issues
- Application Installations
- Computer Diagnostics
- LAN/WAN
- Laptop Servicing
- Hardware Configuration
- Service Desk Support
- Diagnostics and Troubleshooting
- Troubleshooting Skills
- MySQL
- Programming
- Active Directory Knowledge
- Python and C
- Agile Development Methodologies
- Databases: Oracle, MongoDB
- Javascript
- HTML
- JIRA
- Linux (understanding of OS and networking configuration)
- Network monitoring using Linux command line
- Shell scripting using Linux
References
C, C++, Assembly, MS Studio, MS Suite, Dev C++, Packet Tracer, Multisim, Windows XP, 7, 8, 10 Vista, LAN/WAN, TCP/IP, VPN, Network hardware, Topology, Troubleshooting Digital, Analog, PEGA Certified System Architect (CSA)
Active Government Clearance
- Active Secret Clearance
Timeline
Tier 2 User Admin
Prime Technical Services/Peraton
11.2023 - 11.2024
Tier 1 Technical Support Agent
SAIC
03.2023 - 11.2023
Customer Service Representative II
DOMA
06.2021 - 03.2023
Customer Service Representative
IQVIA
10.2020 - 03.2021
Developer
Anthem
12.2019 - 02.2020
Client Services (Internship)
Norfolk State University
09.2017 - 11.2017
Bachelor of Computer Information Technology -
Norfolk State University
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