Clyde F. Lawrence

Responds to incoming interactions initiated via
phone, email, self-service, or chat.
Fulfills incoming service requests.
Diagnoses and troubleshoots endpoint hardware,
enterprise applications, locally installed software,
and other industry-standard technologies.
Uses IT Service Management tools to document all
incoming Interactions and resolutions accurately.
Appropriately escalates incidents as required and
monitors resolution progress until incidents are
resolved to caller's satisfaction.
Keeps IT Service Desk team and management
informed of any new support issues clearly and
timely.
Researches support issues when resolutions are
not readily attainable by checking available
resources including, but not limited to, IT Service
software manuals, and via collaboration with other
team members.
documentation quality, overall end-user
experience, and resolution processes.

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Analyzed prepaid debit card and customer account issues to identify troubleshooting methods needed for quick remediation.
• Fielded average of 85 inbound phone calls to deliver effective support and remotely resolve service issues.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to VISA PAS and SharePoint.
• Managed high levels of call flow and responded to potentially fraudulent technical support needs.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.

• Entered orders into Microsoft Dynamics NAV computer database system.
• Processed 100 invoices daily and mailed documentation to clients.
• Promised best prices for automation customers and maintained accuracy when determining quotes.
• Investigated and resolved customer inquiries and complaints quickly.
• Effective liaison between customers and internal departments.
• Applied highly effective selling skills while properly engaging and presenting solutions to customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Described and explained details about residential and commercial automation options to inform customers and guide purchasing decisions.
• Followed up with customers about resolved issues and completed Return Material Authorizations (RMA) and Credit Memos to maintain high standards of customer service.
• Trained new personnel regarding company operations, policies and services.