Bakari Worthy
Columbia,United States
Summary
Solutions-focused Technical Support Specialist known for high productivity and efficient task completion. Specialize in troubleshooting software issues, network problem-solving, and implementing cybersecurity measures. Excel in communication, critical thinking, and adaptability, ensuring seamless technical operations and client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Product Technical Support Specialist
GLORY
Columbia, United States
04.2022 - Current
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Respond quickly and effectively to request for assistance from frontline teams and supporting service operations
- Designed and implemented comprehensive training programs covering installation, programming, safety practices, maintenance strategies, and repair methods for various systems.
- Maintained extensive knowledge of products, data, and supported markets.
- Took ownership of escalated issues and manage product/service outages
- Analyzed various reports to look for opportunities to improve client experience and drive customer satisfaction improvements
- Collaborated with central & regional Service leadership to develop solutions, establish standards, and drive best practices to deliver improvements in service delivery, product quality
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Participated in after-hours on-call rotation for critical support needs.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Served as first point of contact for incoming technical service calls and emails.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Diagnosed system problems using remote tools to access customer machines.
- Analyzed system logs for potential errors or irregularities.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
Expert Service Technician
GLORY
Columbia, South Carolina
11.2018 - 04.2022
- Ensure overall customer satisfaction
- Diagnose system problems and make repairs
- Keep customer apprised of progress during maintenance or a down system situation
- Document system problems and preventative maintenance in customer site log
- Gather and record machine information to monitor performance
- Complete machine installations, Engineering Change Notices that affect system upgrades, and Hardware /Software upgrades that may require technical assistance
- Make recommendations for improving the service, reliability, and performance of our equipment
- Escalate difficult technical problems by seeking timely advice or assistance from technical support
- Establish preventative maintenance schedules and implement according to company specifications
- Any other job responsibilities as assigned within scope of position
- Conducted service appointments to diagnose and fix problems.
- Calibrated instruments to maintain accuracy within specified tolerances.
- Ran tests on newly repaired machinery and equipment to confirm proper functionality.
- Maintained accurate records of service calls, repairs, and parts used.
- Inspected materials and equipment regularly to check for potential hazards and machine defects.
- Trained new team members on service processes to increase productivity.
- Provided training on the safe usage of equipment when needed.
- Reconditioned and repaired machine systems and components to return to operation.
Field Service Engineer
Hyosung America
Columbia, South Carolina
01.2018 - 11.2018
- Installed, repaired, software loading and maintenance of ATM's or other products in a defined geographically territory
- Trained bank staff or vendors on required maintenance tasks of equipment
- Worked with internal and external support departments required to provide maintenance support to the end user
- Maintained all Service Level Agreements as defined per customer contract
- Worked on products and services of medium to high complexity
- Performed preventive maintenance functions of an ATM including diagnostics, testing and cleaning
- Managed spare parts and followed all inventory processes
- Completed administrative reports within time line allotted
- Completed tasks as assigned by supervisor or applicable NHA staff
- Worked independently with minimal supervision
- As a representative of NHA, provided an extraordinary customer service experience to our customers meeting their service obligation and demands
- Maintained company property in good working conditions
- Was Responsible with company credit card usage and expense reporting
- Followed all security procedures and policies
Manager
CPR - Cell Phone Repair
Columbia, Area
04.2015 - 01.2018
- Diagnosed, troubleshot and repaired devices
- Provided recommendations for problem resolution
- Explained complex technical issues to customers in an easy to understand manner
- Provided repair and replacement estimates to customers
- Ensured that all repairs met or exceeded quality standards
- Greeted customers in a friendly manner and maintained a positive work environment
- Answered phone calls to the store with a professional, courteous and friendly demeanor
- Ensured that customers had an enjoyable experience by providing superior customer service and exceeding customer expectations
- Kept track of all devices and inventory while safeguarding all store stock
- Utilized the point of sale system to maintain an accurate record of customer information and a real-time status of each repair
- Maintained the cleanliness and professional appearance of the store
- Followed all open and closing procedures
- Reported to Store Owner regarding all staff and issues
- Performed micro-soldering on devices
Electronic Technician
Bose Corporation
Columbia, Area
03.2014 - 04.2015
- Trouble shot and repaired printed circuit boards (PCB) that fail assembly tests
- Identified root cause failure information and provided feedback at the appropriate level to eliminate the cause
- Used a variety of electronic test equipment including: power supplies, audio analyzers, signal generators, oscilloscopes, etc
- To analyze complex analog and digital PCBs and troubleshoot down to component level if necessary
- Repaired Units in a timely manner and returned to process
- Developed and implemented specialized diagnostic, rework, and repair processes to recover and reintroduce products in a cost effective manner
Education
Associate of Science (A.S.) - Computer Engineering and Electrical Technology
Itt Technical Institute
01.2012
Diploma - Electrical and Electronics Engineering
Edgewater High School
01.2007
Skills
- Customer Interaction
- Analytical Skills
- Data Analysis
- Customer experience management
- Hardware upgrades
- Debugging
- Application installations
- Remote desktop services and support
- Schematic reading
- Software installation
- Software debugging
- Remote diagnostics
- Operating systems
- Virtualization technologies
- Hardware configuration
- Technical troubleshooting
- User training
- Remote technical assistance
- Advanced troubleshooting
- Troubleshooting and diagnosing
Certification
- Troubleshooting Common PC Issues for Users, 01/01/18
- Customer Service: Problem Solving and Troubleshooting
- Customer Service in the Field
Accomplishments
- Employee of the Quarter
- Rookie of the Year
- Co-Team Player of the Year
Timeline
Product Technical Support Specialist
GLORY
04.2022 - Current
Expert Service Technician
GLORY
11.2018 - 04.2022
Field Service Engineer
Hyosung America
01.2018 - 11.2018
Manager
CPR - Cell Phone Repair
04.2015 - 01.2018
Electronic Technician
Bose Corporation
03.2014 - 04.2015
- Troubleshooting Common PC Issues for Users, 01/01/18
- Customer Service: Problem Solving and Troubleshooting
- Customer Service in the Field
Associate of Science (A.S.) - Computer Engineering and Electrical Technology
Itt Technical Institute
Diploma - Electrical and Electronics Engineering
Edgewater High School
Similar Profiles
Brittany CrawfordBrittany Crawford
Children's Ministry Art and Activity Coordinator at Tabernacle of GloryChildren's Ministry Art and Activity Coordinator at Tabernacle of Glory
Oluwaseyi BabalolaOluwaseyi Babalola
Food Pantry Volunteer at Glory of God Christian CenterFood Pantry Volunteer at Glory of God Christian Center
BARBRA KRISTINE DOTON-JAIBARBRA KRISTINE DOTON-JAI
POLICY & PLANNING MANAGER at GLORY ESTATE LIMITEDPOLICY & PLANNING MANAGER at GLORY ESTATE LIMITED