Brandon Cook

Technical Skills:

• Proficient in operating systems: Windows, macOS, Linux
• Experience with troubleshooting hardware and software issues
• Knowledge of network protocols and configurations
• Familiarity with virtualization technologies (VMware, VirtualBox)
• Basic understanding of cybersecurity practices and tools

Software Proficiency:

• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Knowledge of helpdesk software and ticketing systems
• Familiarity with remote desktop tools (TeamViewer, Remote Desktop Protocol) .

Customer Service:

• Strong communication skills, both verbal and written
• Ability to provide clear and concise instructions to non-technical users
• Patience and empathy when dealing with users' technical issues
• Experience in handling customer complaints and resolving conflicts

Problem-Solving:

• Analytical mindset to diagnose and solve technical problems efficiently
• Ability to prioritize and manage multiple tasks simultaneously
• Detail-oriented approach to identify root causes of issues

Team Collaboration:

• Collaborated effectively with colleagues and technical support teams to resolve complex customer issues, ensuring a seamless customer experience.
• Participated in regular training sessions and workshops to stay updated on new products, services, and technical advancements in the telecommunications industry.

Mobile Device Expertise:

• Guided customers in choosing the right mobile devices based on their requirements, explaining features such as operating systems, cameras, storage options, and compatibility with various applications.
• Assisted customers in setting up and configuring mobile devices, email accounts, and social media profiles.

Customer Account Management:

• Proficient in managing customer accounts, including handling billing inquiries, processing payments, and resolving account-related issues.
• Utilized AT&T's customer management systems to update account information, track sales, and provide personalized service to customers.

Technical Troubleshooting:

• Assisted customers in diagnosing and resolving technical issues related to mobile devices, internet connectivity, and home entertainment systems.
• Provided step-by-step guidance to customers for device setup, software installations, and troubleshooting common hardware and software problems.