Yuronda Caldwell
Customer Service Agent
Moreno Valley,CA
Summary
Friendly Customer Service/Help Desk Technician with 10+ years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
17
17
years of professional experience
Work History
IT Technical Engineer
Worldwide Technical Services
Tewksburry, MA
11.2019 - 12.2021
- Break Fix and optimize software
- Responsible for installing software Microsoft Suite, Windows 7 - Windows 10
- Network Administration
- Remote and onsite technical repairs
- Executed troubleshooting and server support, including in-person and remote situations.
- Provided secondary training to personnel struggling with technological tools and systems.
Event Specialist
Crossmark and Promo Works
Chicago, IL
11.2018 - 06.2019
- Set up tables for food distribution, make sure that food is prepared according to California and food preparation laws.
- Managed event logistics and operations, including support staff, vendor services and volunteers.
- Closely monitored program success through self-designed processes and overall metrics.
- Selected and ordered décor and event materials.
- Liaised with marketing and PR colleagues to promote special events in social calendars.
Sales Representative
Empire Today Flooring
Hayward, CA
10.2015 - 03.2019
- Provided estimates to customers needing flooring installation or replacement.
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
Project Manager & Network Engineer
Bank of America Merrill Lynch
Concord, CA
06.2005 - 01.2012
- Design new technology modifications and/or develop process improvements as needed to meet Bank of America standards, or for the purpose of product quality improvement.
- Technology leader adept at delivering services, solving problems and driving efficiencies to produce revenue growth, reduce defects, errors, and cost.
- Responsible for beta testing and developing Bank of America proprietary products before live implementation.
- Install mini computer applications for programmers.
- Support worldwide in house users using Intranet applications.
- Provide in house users break fixes for their laptop, desktop and tablets linked to Bank of America Intranet network.
- Responsible for developing scripts for testers.
- Create run book for all the Call Centers based on new network technology.
Education
Bachelor of Science - Computer Science
Brooklyn College Academy
Brooklyn, NYTelephony Networking, WAN and LAN, SAS, Scripts, CISCO Routers Equipment. Certification on Microsoft Networking and Cisco networking equipment and programming. Customer service level 2 and level 3 break fixes and programming optimizing. - undefined
Skills
- Calibration
- Call Center
- Cisco
- Interpersonal
- Computer applications
- Customer service
- LAN
- Leadership skills
- Meetings
- Microsoft Networking
- Problem solving skills
- Process design
- Programming
- Research
- SAS
- Supervision
- Telephony
- WAN
Timeline
IT Technical Engineer
Worldwide Technical Services
11.2019 - 12.2021
Event Specialist
Crossmark and Promo Works
11.2018 - 06.2019
Sales Representative
Empire Today Flooring
10.2015 - 03.2019
Project Manager & Network Engineer
Bank of America Merrill Lynch
06.2005 - 01.2012
Bachelor of Science - Computer Science
Brooklyn College Academy
Telephony Networking, WAN and LAN, SAS, Scripts, CISCO Routers Equipment. Certification on Microsoft Networking and Cisco networking equipment and programming. Customer service level 2 and level 3 break fixes and programming optimizing. - undefined
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