Damian Graham
Odessa,Tx
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
Work History
Security Technician
Salute
06.2024 - Current
- Explained how to properly use security systems so that customers were knowledgeable.
- Delivered comprehensive training sessions to fellow technicians, fostering a cohesive and knowledgeable team environment.
- Provided exceptional customer service by addressing client queries and concerns in a timely manner, ensuring satisfaction with their security solutions.
- Maintained a safe working environment through thorough inspections and routine maintenance of security equipment.
- Educated customers on effective use of security systems.
- Generated detailed reports daily on any occurrences, deliveries, suspicious activity/individuals and status of locations of patrols.
IT Help Desk Agent
Gap
04.2017 - 01.2023
- Assisted with updating technical support best practices for use by team.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Walked individuals through basic troubleshooting tasks.
- Researched product and issue resolution tactics to address customer concerns.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided basic end-user troubleshooting and desktop support.
- Configured hardware and granted system permissions to new employees.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided on-call support for critical issues related to iOS and Android sales apps within stores.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Sales Representative
Gap
11.2015 - 04.2017
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. I.E. Keeping call times under 6 minutes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines. I.E. Being empathetic to customers and providing work around for different products that may be too expensive or offering small appeasement discounts to retain customer happiness.
- Documented and detailed calls and complaints using call center's CRM database. I.E. documenting every call with each customer on their account whether there was a complaint they voiced, suggestion or to inform future representatives on what has been provided to customer already.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer calls and emails to answer questions about products and services. I.E. providing detailed product information to customer on specific items they are inquiring about.
- Resolved concerns with products or services to help with retention and drive sales. I.E. providing free shipping labels to customers to return items via mail for refunds on damaged or defective items.
- Escalated complicated customer account issues to supervisors.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs. I.E. personal hold times down to only 23 seconds.
- Sought out extra training opportunities to enhance customer relationship management abilities. I.E. trained in other region based selling such as Canada products and EU.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity. Maintained a survey score of 96.9 percent.
Sales Representative
Lori's Gift Shop
01.2014 - 05.2015
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Contributed to event marketing, sales and brand promotion.
- Negotiated prices, terms of sales and service agreements.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Prepared merchandise for sales floor by pricing or tagging.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Managed returns, exchanges and refunds in accordance with store policy.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Daycare Provider
First Odessa Baptist Church
01.2013 - 07.2013
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Participated in mandatory professional development activities.
- Maintained safe play environment by emphasizing and maintaining cleanliness and organization.
- Worked with children to develop good cognitive, physical and language skills.
- Planned and guided age-appropriate tasks like reading and crafts.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Encouraged children to develop healthy social and emotional skills.
Education
High School Diploma -
Richard Milburn Academy
Odessa, TX06.2015
Skills
- Remote System Analysis
- Microsoft Windows and Office
- Computer Workstation Setup
- Support End-Users
- Analytical and Methodical
- Collaborative Team Player
- Apple IOS
- Computer Hardware Knowledge
- Network Testing
- Application Support
- Support Ticket System Management
- Troubleshooting Network Issues
- Customer Communication and Empathy
- Call Center Operations
- Calm and Professional Under Pressure
Bowling
Favorite past time although don't get to do it all to often recently!
Gaming/Anime
Love gaming, specifically RPGs/MMORPGs, huge gaming nerd who loves anime as well!
Timeline
Security Technician
Salute
06.2024 - Current
IT Help Desk Agent
Gap
04.2017 - 01.2023
Sales Representative
Gap
11.2015 - 04.2017
Sales Representative
Lori's Gift Shop
01.2014 - 05.2015
Daycare Provider
First Odessa Baptist Church
01.2013 - 07.2013
High School Diploma -
Richard Milburn Academy
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