Charles Bankhead
Norcross,GA
Summary
Highly driven Senior Specialist adept at mentoring teams, conducting in-depth analysis, and implementing innovative solutions. Recognized for exceptional problem-solving abilities, strong communication skills, and commitment to quality and compliance.
Overview
13
13
years of professional experience
Work History
Sr Specialist, Business Tech Support
T-Mobile For Business
01.2024 - Current
- Supported Cisco Meraki's Managed Services by resolving complex issues, resulting in high customer satisfaction.
- Act as a subject matter expert in SAAS, 5G ANS, Dialpad, Multiline, and TDC, offering guidance and support to team members and clients.
- Collaborate with cross-functional teams to enhance product capabilities and troubleshoot technical issues.
- Conducted detailed technical analysis and provided solutions that optimized system performance and reliability.
- Keep abreast of the latest industry trends and technological advancements, particularly in Managed Services and associated technologies.
- Develop and maintain comprehensive documentation for troubleshooting and best practices.
- Provided advanced training and mentorship to junior staff on technical aspects of products and services.
- Applied in-depth understanding of Cisco Meraki products and Managed Services to support team initiatives.
Business Technical Support Specialist
T-Mobile for Business
09.2021 - 08.2022
- Resolved technical inquiries from business customers regarding company products, ensuring timely support.
- Assisted external and internal clients with inquiries and support needs, enhancing overall customer satisfaction.
- Analyzes non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify the problem area(s) and recommend corrective action.
- Adapted processes and procedures to address unique client needs, improving service delivery.
- Maintains a log of problems so that recurring problems can be reported to product development.
- Resolved issues promptly to avoid escalation to higher management.
Product Support Level 2
UKG
08.2022 - 01.2022
- Diagnosed, troubleshoot, and resolve complex issues while providing exceptional service.
- Developed and maintained a high level of knowledge of UKG Ready products to provide high levels of support to the end user.
- Provides help desk support for assigned cases including outbound callbacks, e-mails, CHAT, and internal support tickets.
- Guided customers in effectively using UKG Ready applications to enhance their experience.
- Documented and logged all interactions with accounts to maintain a clear record of ongoing issues for timely resolution.
Internet Support Specialist
State Farm Insurance
03.2021 - 09.2021
- Resolved incidents using knowledge base resources, ensuring timely support for customers.
- Created and recommended solutions to be published in the intercompany knowledge-based system.
- Escalated internal issues to appropriate Tier levels, ensuring swift resolution of complex problems.
- Created and recommended solutions to be published in the intercompany knowledge-based system.
CCC Retention Specialist
State Farm Insurance
09.2020 - 03.2021
- Utilized sales, marketing, and influence skills to enhance acquisition and retention of State Farm policyholders.
- Subject Matter Expert to a variety of insurance-related questions while helping the customer comprehend policies.
- Manages multiple computer applications while assisting customers on the phone maintaining quality records in a fast-paced collaborative team environment.
- Served as liaison between agency force, policyholders, and divisions, resolving account problems efficiently.
Computer Technician
CL3 Technology
03.2018 - 09.2020
- Managed cybersecurity incidents by employing targeted attack techniques and established procedures, ensuring effective response.
- Resolved customer support issues promptly, consistently meeting and exceeding service objectives.
- Educated team and clients on innovative technology to enhance understanding and application.
Retention Analyst/ Relief Manager
AT&T
08.2013 - 02.2018
- Managed customer service, retention, fraud, billing, credit, collections, activations, troubleshooting, equipment provisioning, revenue management, technical support, data support, and roaming, ensuring productivity and quality across all areas.
- Extensive knowledge of the network to analyze and review proposed network changes and determine the most effective resolution for issues.
- Administered company policies to meet revenue and customer service objectives.
- Resolved customer inquiries and complaints with high courtesy and professionalism, achieving one-call resolution.
- Troubleshoot Mobile Devices (Mobile Phones, Tablets, Microcell Signal Booster).
Education
BACHELOR OF SCIENCE - CYBERSECURITY
Champlain College
Burlington, WV05-2024
BACHELOR OF SCIENCE - RECREATION
Benedict College
Columbia, SC05-2007
Skills
- Microsoft Office Suite
- ServiceNow
- CPCNA
- Autopsy
- Password recovery toolkit
- Elcomsoft iOS forensic toolkit
- Cellebrite UFED Pro
- SQL
- Google IT support certification
- Salesforce
- Axiom Examine
- Cisco Meraki support
- SaaS solutions
- Managed services expertise
Work Preference
Salary Range
$56000/yr - $200000/yrTimeline
Sr Specialist, Business Tech Support
T-Mobile For Business
01.2024 - Current
Product Support Level 2
UKG
08.2022 - 01.2022
Business Technical Support Specialist
T-Mobile for Business
09.2021 - 08.2022
Internet Support Specialist
State Farm Insurance
03.2021 - 09.2021
CCC Retention Specialist
State Farm Insurance
09.2020 - 03.2021
Computer Technician
CL3 Technology
03.2018 - 09.2020
Retention Analyst/ Relief Manager
AT&T
08.2013 - 02.2018
BACHELOR OF SCIENCE - CYBERSECURITY
Champlain College
BACHELOR OF SCIENCE - RECREATION
Benedict College