Corey Harmon
Murrieta,CA
Summary
Dedicated customer service professional with a proven track record of providing technical support to customers via phone, email, and web-based chat. Experienced in managing teams and ensuring excellent customer satisfaction as a retail store manager for Radio Shack. Previously excelled as a food delivery driver for Domino's and as a busser/server at an Italian restaurant. Skilled in problem resolution through attentive listening, thorough understanding, and effective solutions. Committed to delivering exceptional service and meeting business objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Level 3 Helpdesk Agent
Paramount Residential Mortgage Group - PRMG
Corona, CA
09.2019 - 10.2023
- Responded to incoming calls, emails and tickets from customers seeking technical assistance.
- Provided technical assistance to customers by troubleshooting hardware and software issues.
- Assisted with basic network administration tasks such as adding new users, resetting passwords and configuring accounts.
- Provided detailed instructions on how customers can use various computer applications and programs.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Tracked progress of open tickets using the ticketing system until resolution was achieved.
- Analyzed user information in order to identify underlying problems and develop solutions accordingly.
- Followed up with customers after issue resolution to ensure satisfactory outcomes were achieved.
- Developed comprehensive documentation of all helpdesk activities including incident resolution records.
- Identified areas of improvement within the helpdesk process and suggested changes accordingly.
Level 2 IT Support Engineer
Right Networks
Bozeman, MT
05.2018 - 08.2019
- Resolved escalated customer service requests from Level 1 support personnel.
- Diagnosed complex technical problems and implemented solutions in a timely manner.
- Investigated root cause analysis of incidents reported by users or automated monitoring tools.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Collaborated with teams to solve technical customer problems across product suites.
- Created user accounts with appropriate permissions in Active Directory environment.
- Performed routine maintenance tasks such as patching, software updates and security scans.
IT Consultant
Xcentric- Cloud Solutions
Bozeman, MT
12.2015 - 05.2018
- Monitored chat queues for incoming requests from customers requiring assistance.
- Answered questions from customers that came in through the company's online chat feature.
- Trained end users on proper usage of installed applications and systems.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Answered customer inquiries regarding product features, pricing plans and orders.
- Provided general IT support to clients including troubleshooting technical issues.
- Maintained understanding of company computer software, products and services.
- Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
Store Manager
Radio Shack Corporation
Bozemant, Montana
04.2013 - 12.2015
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Trained and mentored associates to teach daily tasks and procedures.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Evaluated store performance and incorporated feedback to implement improvement plans.
Education
Associate of Science - Information Technology
ITT Technical Institute of Technology
Corona, CA03-2013
Skills
- Helpdesk Operations
- Remote Customer Support
- Incident Management
- Help Desk Software
- Security Awareness
- User Training
- Communicating with Clients
- Technical Documentation
- Helpdesk Software
- Logging Support Tickets
- Application Installations
- Application support
- Software Updates
- Software Installation
- System Administration
- Password Resets
- User Account Administration
Certification
- CompTIA A+ certification
Timeline
Level 3 Helpdesk Agent
Paramount Residential Mortgage Group - PRMG
09.2019 - 10.2023
Level 2 IT Support Engineer
Right Networks
05.2018 - 08.2019
IT Consultant
Xcentric- Cloud Solutions
12.2015 - 05.2018
Store Manager
Radio Shack Corporation
04.2013 - 12.2015
Associate of Science - Information Technology
ITT Technical Institute of Technology
- CompTIA A+ certification
Similar Profiles
Christine SmithChristine Smith
Mortgage Loan Officer at Paramount Residential Mortgage Group - PRMGMortgage Loan Officer at Paramount Residential Mortgage Group - PRMG
Kenneth BoydKenneth Boyd
Loan Originator at Paramount Residential Mortgage Group - PRMGLoan Originator at Paramount Residential Mortgage Group - PRMG
null null
IT Support Analyst at Paramount Residential Mortgage Group - PRMGIT Support Analyst at Paramount Residential Mortgage Group - PRMG