Blessing Zenda
Orlando,Florida
Summary
IT professional with 4+ years of experience in computer hardware, software support, and customer service. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues and queries. Consistently praised for communicating effectively with customers. Known for excellent problem-solving skills and patience in dealing with frustrated customers. Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue.
Overview
7
7
years of professional experience
Work History
TECHNICAL SUPPORT AND SALES REP
ASURION
Orlando, Florida
03.2023 - Current
- Providing technical support to over 100+ clients weekly, explaining device capabilities, wireless carrier data product offerings, company policies and upsell smart home products
- Troubleshoot devices by Remote controlling devices through Rescue Mobile whenever a client is unable to install software updates, virus removals and cookies
- Perform PC System refreshes in accordance with company and program policies
- Provide support for Windows Desktops and iOS & Android mobile devices
- Supporting new Asurion software version releases and implementation of new functionality by assisting with system testing, documentation, and user transition support
- Resolve Helpdesk tickets by troubleshooting, problem solving and providing technical support via phone and web to end users
- Participate in meetings and offer assistance to train new hires.
Assistant Manager
Casselberry Liquors
07.2020 - 03.2023
- Provide professional technical support while training, supervising, and coaching new team members educating them on how to use the POS software
- Authorize various transactions such as refunds, voids, and cash drawer reconciliations
- Complete system backups to the cloud so that whenever the software crashes, we always have a backup
- Troubleshoot the security system, camera, and any network issues
- Performs and oversee basic operational activities such as scheduling, target shrink audits, physical inventory, opening and closing duties and merchandise flow processes.
Senior IT Field Technician
Ntt Data
11.2022 - 02.2023
- Worked as an independent Field Technician, managing 20 IOS, Android tablets and installed firmware
- Updated digital keys firmware on guest rooms locks for over 100 Hilton properties
- Troubleshooted Bluetooth, internet network connectivity for the tablets to ensure there is a connection for the Direct Key Toolkit
- Provided professional technical support to clients and educated them on how the digital keys work and how to resolve 9ODC errors.
Housekeeping Supervisor
Wonolo Inc
07.2022 - 02.2023
- Assist in staffing, scheduling, and conducting monthly inventories
- Travel to multiple Extended Stay America hotel locations throughout Orlando to assist with training new employees on the use of cleaning equipment, sanitizing, handling cleaning chemicals and supplies
- Working as a maintenance technician by repairing toilets, sinks, laundry facilities, kitchen, air conditioning filters, light bulbs, and painting.
Senior sales associate
7 Eleven
05.2020 - 08.2022
- Reconciled cash drawer each night at the end of my shift
- Ordered merchandise from vendors and stocked all shelves ensuring that each item is priced
- Traveled to other Orlando locations to cover shifts.
Cultural Representative
Walt Disney World Resort
02.2020 - 04.2020
- Educated guests on the African continent, wildlife, and animal behavior
- Provided resort and amusement park information to guest
- Cross trained in multiple departments such as maintenance, housekeeping, and the restaurants host.
Sales Manager
Quick fix hardware
01.2019 - 01.2020
- Bought, stored, managed, and secured all stock purchases from suppliers
- Managed employees schedule and ensured they report to work
- Documented daily sales, trades, profit, and loss account for the company using quick books
- Issued out invoices, receipts, delivered hardware products to business who purchased in bulk.
Tour Guide
The great Zimbabwe national Monument Masvingo
01.2018 - 12.2018
- Served as a professional informative tour guide for large local and international groups
- Negotiated currencies and resolved disputes
- Translated the Shona language to English for guest
- Served as a concierge by booking guest hotel stays, restaurant reservations, airport transportation and local activities to fill guest itineraries.
Tour Guide
Hwange national Park
05.2017 - 12.2017
- Scheduled and guided walks in Hwange national park while providing park information and answering all guest questions
- Referred guest to hotels, historic attractions, and local restaurants.
Education
Certified End user Desktop Support Technician CompTIA A -
Per Scholas
10.2022
Excel Fundamentals Formulas for Finance -
Corporate Finance Institute
09.2021
Bachelor of arts in History and International studies -
Midlands State University
11.2017
Tourism and Hospitality -
Harare Polytechnic School
05.2013
Skills
- Troubleshooting
- SQL
- Database management and analysis
- Computer literacy
- Software development
- Data privacy
Personal Information
Title: IT TECHNICIAN
Timeline
TECHNICAL SUPPORT AND SALES REP
ASURION
03.2023 - Current
Senior IT Field Technician
Ntt Data
11.2022 - 02.2023
Housekeeping Supervisor
Wonolo Inc
07.2022 - 02.2023
Assistant Manager
Casselberry Liquors
07.2020 - 03.2023
Senior sales associate
7 Eleven
05.2020 - 08.2022
Cultural Representative
Walt Disney World Resort
02.2020 - 04.2020
Sales Manager
Quick fix hardware
01.2019 - 01.2020
Tour Guide
The great Zimbabwe national Monument Masvingo
01.2018 - 12.2018
Tour Guide
Hwange national Park
05.2017 - 12.2017
Certified End user Desktop Support Technician CompTIA A -
Per Scholas
Excel Fundamentals Formulas for Finance -
Corporate Finance Institute
Bachelor of arts in History and International studies -
Midlands State University
Tourism and Hospitality -
Harare Polytechnic School
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