Ayanna Bonham
Summary
A take-charge and detail-oriented professional with over 5 years in customer service, information technology, preservation and database management. Recognized for exemplary customer service and team collaboration! Seeking a role where I can leverage my expertise and provide support to the company’s objectives.
Overview
8
8
years of professional experience
Work History
Tier 3 Technical Support Representative
Spectrum
03.2023 - Current
- Provided remote support to customers experiencing technical difficulties.
- Configured network hardware components such as routers, switches, firewalls.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Created detailed reports outlining the scope of work completed and recommendations for further action.
Customer Service Tier 2
Spectrum
04.2022 - 03.2023
- Awareness of principles of LAN, WAN, VLAN, MAC Authentication
- Logging into Brocade and Cisco switches
- Troubleshooting properties and businesses internet systems.
- Troubleshooting Ruckus Access Points
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Tier 1
Spectrum
02.2021 - 04.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with troubleshooting their systems and resolving issues over the phone.
Preservation Technician/Floor Supervisor
Kofile Technologies
Greensboro, NC
05.2016 - 09.2020
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Created new programs that resulted in increasing productivity and customer satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Prepared artifacts for exhibition while balancing item safety with aesthetic guidelines.
- Worked with approved cleaners and solvents to remove coatings from objects for ready for display.
- Fabricated missing or broken parts to restore items to original appearance and mitigate further deterioration.
Education
Bachelor of Arts -
Winston-Salem State University
Winston-salem, NC05.2016
Skills
- Documenting Systems
- Troubleshooting Internet modems and routers
- Microsoft Office: Excel, Word, & Powerpoint
- ZenDesk
- Eleven Os
- Archer & Grafana
- Salesforce
- Agent OS, CRM and CSG Software
- Ruckus Accespoints
- Brocade & Cisco Switches
- Experience with Endica and ACCU Systems
Accomplishments
* Certified Progress Partner | Spectrum 2022
*Winston Salem State University Recruitment Council 2013-2015
*Tau Beta Sigma National Honorary Band Sorority Inc. Theta Upsilon Chapter | Initiated 2013
* Preserved and restored the original maps of Guilford County in Greensboro, NC! Where they are now on display in the Guilford County Courthouse | Kofile Technologies 2020
Timeline
Tier 3 Technical Support Representative
Spectrum
03.2023 - Current
Customer Service Tier 2
Spectrum
04.2022 - 03.2023
Customer Service Tier 1
Spectrum
02.2021 - 04.2022
Preservation Technician/Floor Supervisor
Kofile Technologies
05.2016 - 09.2020
Bachelor of Arts -
Winston-Salem State University