Ayanna Brown
Montgomery
Summary
Technical Support Representative with 5+ years of industry experience, excelling in customer service and software diagnosis. Proven record in providing clear, comprehensible explanations of complex security measures and efficient resolution of service issues. Proficient in iOS app development and adept at identifying and resolving user experience issues. Possesses a deep understanding of hardware and software configuration, and exhibits readiness to apply diagnostic tools and case support skills. A detail-focused professional with a strong commitment to customer satisfaction.
Resourceful Technical Support Advisor known for high productivity and efficient task completion. Specialize in troubleshooting software issues, managing customer service tickets, and implementing IT solutions effectively. Possess strong problem-solving skills, adept at clear communication, and capable of maintaining patience under pressure. Excel through adaptability in fast-paced environments and commitment to continuous learning and improvement in technological competencies.
Overview
6
6
years of professional experience
Work History
Roadside Assistance Agent
Arise Platform
12.2024 - Current
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
Technical Support Advisor
Conduent Commercial Solutions
02.2024 - 10.2024
- Provided technical support to customers with iOS device issues, troubleshooting and resolving hardware and software problems.
- Assisted customers in using their iOS devices by demonstrating features and providing instruction on how to use various applications.
- Performed system updates and upgrades as needed to ensure optimal performance of the operating system on all supported iOS devices.
- Resolved customer inquiries regarding usage of Apple ID accounts, iCloud services and App Store purchases.
- Ensured the performance, quality, and responsiveness of applications.
Technical Support Representative
Teleperformance USA
10.2022 - 01.2024
- Assisted in development of system security protocols
- Documented support interactions for future reference
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Customer Service Representative
Conduent
06.2020 - 10.2022
- Answered customer telephone calls promptly to avoid on-hold wait times
- Tracked customer service cases and updated service software with customer information
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Processed customer service orders promptly to increase customer satisfaction
- Maintained a thorough knowledge of company products, services, and promotions to provide accurate information and recommendations to customers
iOS Technician
Simply Mac
07.2019 - 03.2020
- Maintained portfolio of Number successfully published applications available via Apple App Store
- Designed user experience frameworks applicable to fit both iPad and iPhone screens
- Translated basic design plans into full iOS app frameworks, delegating project components to appropriate team members
- Redesigned rejected applications to correctly apply Type guidelines
- Collaborate with cross-functional teams to identify and resolve user experience issues in iOS applications
- Stay updated on the latest iOS trends and technologies to provide innovative solutions and recommendations to improve app development process and user experience
Education
Medical Office Assistant -
Fortis College
10.2017
High School Diploma -
Sidney Lanier High School
06-2012
Associate of Arts - Business Administration
Strayer University
Washington, DCSkills
- Software Diagnosis
- Customer Service Expertise
- Apple iOS
- Component Replacements
- Diagnostic Tools
- Customer Inquiries
- Case Support
- Hardware and Software Configuration
- System Administration
- Remote Support
- Software Installation
- Customer Service
- Technical Support
- Windows 10
- Appointment Scheduling
- Application installations
- Mac systems
- Microsoft Outlook
- Problem solving
- Attention to detail
- Customer service
- Problem-solving
- Multitasking
- Active listening
- Effective communication
- Verbal communication
- Data entry
- Professionalism
- Customer relationship management
- Communication skills
Timeline
Roadside Assistance Agent
Arise Platform
12.2024 - Current
Technical Support Advisor
Conduent Commercial Solutions
02.2024 - 10.2024
Technical Support Representative
Teleperformance USA
10.2022 - 01.2024
Customer Service Representative
Conduent
06.2020 - 10.2022
iOS Technician
Simply Mac
07.2019 - 03.2020
High School Diploma -
Sidney Lanier High School
Associate of Arts - Business Administration
Strayer University
Medical Office Assistant -
Fortis College
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