Cordus Allan Hudson III
Lost Creek,Kentucky
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization.
Overview
8
8
years of professional experience
Work History
Technical Support Representative - Chat
Rightworks
Hudson, NH
09.2023 - Current
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with installation of new hardware and software applications.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Generally the same responsibilities as prior position just on a chat based system.
Technical Support Representative
Rightworks
Hudson, NH
05.2023 - 09.2023
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with installation of new hardware and software applications.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
Intuit QuickBooks Desktop Tier 2
FOUNDEVER
Chavies, KY - Kentucky
03.2020 - 05.2023
- Provided guidance in setting up secure wireless connections for home networks
- Handled customer complaints and escalated issues according to procedures
- Interpreted and communicated customer issues through internal case tracking system
- Analyzed customer data to identify trends
- Diagnosed issues through process of elimination by asking probing questions
- Conducted customer service recoveries using technical knowledge and business skills
- Identified and solved technical issues with variety of diagnostic tools
- Mentored and coached team members to ensure successful performance
- Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements
- Assisted in the recruitment and onboarding of new team members
- Collaborated with other departments to ensure successful completion of projects
- Analyzed performance data to identify areas of improvement
- Updated and enforced policies regarding employee conduct, productivity and performance standards
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Supported customers and colleagues with catered technical advice
- Handled customer complaints and escalated issues according to procedures
- Diagnosed issues through process of elimination by asking probing questions
- Improved system performance by identifying problems and recommending changes.
Intuit Lacerte/TurboTax Seasonal Team Lead
FOUNDEVER
Chavies, KY - Kentucky
12.2021 - 04.2022
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Communicated schedule changes effectively throughout the organization when necessary.
- Entered information into system to update status reports.
- Developed and maintained scheduling procedures to ensure timely completion of projects.
- Offered training and support to keep team members motivated and working toward objectives.
Intuit QuickBooks Tier 1
FOUNDEVER
Chavies, KY - Kentucky
09.2019 - 05.2020
- Coordinated with other departments to resolve complex customer issues.
- Ensured compliance with industry standards for data security and privacy protection.
- Developed technical knowledge base articles for internal use.
- Identified and documented customer product feedback.
- Created detailed documentation of processes and procedures related to Tier 1 Technical Support Representative duties.
- Provided assistance in the installation, configuration, maintenance, and repair of products.
- Assisted with troubleshooting computer hardware, software and network related issues.
Customer Service and Sales Representative
FOUNDEVER
Chavies, KY - Kentucky
08.2016 - 09.2019
- Managed and maintained network security systems
- Identified and solved technical issues with variety of diagnostic tools
- Resolved customer issues and provided solutions quickly
- Answered product questions with up-to-date knowledge of sales and store promotions
- Built rapport with customers and accurately assessed needs to make recommendations and upsell to achieve sales goals
- Handled billing inquiries and provided customers with account changes
- Serviced customers by problem-solving and gathering and transmitting information
- Provided technical support to customers in need
- Processed return orders by issuing return material authorizations and validating returns
- Updated and noted accounts with information from customers.
Education
HIGH SCHOOL DIPLOMA -
BREATHITT COUNTY HIGH SCHOOL
05.2015
Skills
- Desktop Support
- PC Networking
- Equipment Maintenance
- Customer Satisfaction
- Problem Resolution
- Team Support
References
References available upon request
Timeline
Technical Support Representative - Chat
Rightworks
09.2023 - Current
Technical Support Representative
Rightworks
05.2023 - 09.2023
Intuit Lacerte/TurboTax Seasonal Team Lead
FOUNDEVER
12.2021 - 04.2022
Intuit QuickBooks Desktop Tier 2
FOUNDEVER
03.2020 - 05.2023
Intuit QuickBooks Tier 1
FOUNDEVER
09.2019 - 05.2020
Customer Service and Sales Representative
FOUNDEVER
08.2016 - 09.2019
HIGH SCHOOL DIPLOMA -
BREATHITT COUNTY HIGH SCHOOL
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