D'Andre Reynolds
Houston
Summary
Experienced professional with several years overseeing complex network installations, upgrades and security enforcement. Talented at leading critical system design, rollout and performance monitoring to achieve necessary thresholds. Detail-oriented approach to collaborating on interface specifications and protocols to meet access and informational demand. Provided crucial contributions to evaluation, maintenance and training supervision.
Knowledgeable professional bringing several years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
8
8
years of professional experience
2020
2020
years of post-secondary education
Work History
Network Support Engineer
Amazon
Phoenix
03.2024 - Current
- Guide Customer through sometimes basic troubleshooting steps to fix ring devices.
- Recently up skilled in security systems and AWS workspaces to help further skills.
- Order management/fulfillment
- AwS cloud certified
- Help now with security systems and alarms
- Guide customers through option on what devices could work for them
- Provided technical support for network issues across Amazon facilities.
- Diagnosed and resolved connectivity problems for internal users.
- Documented troubleshooting processes and solutions for knowledge sharing.
- Trained junior staff on best practices for network maintenance.
- Conducted regular audits of network systems to ensure compliance and security.
- Responded promptly to user requests for assistance with any type of networking issue.
- Configured and maintained various network devices such as routers, switches, firewalls.
- Installed and configured new hardware and software components related to networking issues.
- Conducted regular audits of system logs to ensure proper functioning of all systems.
- Performed regular maintenance tasks to keep the network running smoothly.
Order Manager
Insight Global
03.2023 - 04.2024
- Work in SF QMV FLIGHT DECK VFO
- Manage Orders in SF making sure it’s able to progress to next step
- Teams experience
- Consistently train in different programs and customer service skills
- Good understanding and fast learner when it comes to different computers systems.
- Lumen Centurylink
- Managed order processing and fulfillment for diverse client needs.
- Coordinated with suppliers to ensure timely delivery of products.
- Oversaw inventory management and stock replenishment activities.
- Developed and maintained strong relationships with key stakeholders.
- Streamlined order tracking processes to enhance accuracy and efficiency.
- Collaborated with sales teams to align orders with client expectations.
- Resolved order discrepancies through effective communication and problem-solving.
- Monitored inventory levels to ensure timely replenishment of stock items.
- Coordinated with internal departments to monitor the status of orders.
Customer care/Tech Rep
Wex
09.2022 - 03.2023
- Help customers with technical issues there having with there device.
- Constantly training in different programs
- Help Members go thru benefits for (Health dental Hearing and vision)
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Provide assistance to members and/or providers regarding website registration and navigation
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provide the appropriate level of timely follow up
- May coordinate member transportation and make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Wellcare
- Provided technical support for clients using Wex payment solutions.
- Assisted customers with troubleshooting and resolving software issues.
- Collaborated with cross-functional teams to improve customer service processes.
- Developed training materials for new hires on system usage and protocols.
- Conducted product demonstrations to educate users on features and benefits.
- Maintained accurate records of customer interactions and technical issues reported.
- Guided clients in navigating online platforms for enhanced user experience.
Tech Support/ Customer Care
FMA ALLIENCE
02.2022 - 11.2022
- Help customers with technical issues there having with there device.
- Constantly training in different programs
- Experience with windows IOS And different work programs like teams.
- Training in I.T with Verizon towers and network
- Handled Device Replacements
- Data Entry
- Completed day-to-day duties accurately and efficiently.
- Managed loan application processes and ensured compliance with regulations.
- Assisted loan officers in gathering client financial documents and information.
- Coordinated communication between clients, underwriters, and real estate agents.
- Maintained accurate loan files and organized documentation for easy access.
- Scheduled appointments and follow-ups for client meetings with loan officers.
- Reviewed loan applications for completeness and accuracy before submission.
- Provided exceptional customer service by addressing client inquiries promptly.
- Utilized lending software to track application statuses and document progress.
- Answered questions regarding loan status and process from customers, real estate agents, title companies.
Technical Support Engineer
Continuum Global Solution
03.2021 - 02.2022
- Verizon I.T
- Provided technical support for software and hardware issues to customers.
- Diagnosed and resolved system errors to ensure client satisfaction.
- Guided users through troubleshooting steps via phone and chat support.
- Collaborated with team members to improve support processes and documentation.
- Maintained knowledge of product updates and new technology features.
- Diagnosed phone issues using advanced troubleshooting techniques and tools.
- Repaired hardware components, including screens and batteries, efficiently and accurately.
- Provided excellent customer service, addressing inquiries and concerns promptly.
- Maintained inventory of phone parts and tools for seamless operations.
- Collaborated with team members to improve repair processes and workflows.
- Educated customers on device care and maintenance best practices effectively.
- Ensured compliance with safety standards during repair procedures consistently.
Verizon Tech Coach
Asurion
03.2018 - 06.2021
- Developed training programs for new coaches to enhance team performance.
- Facilitated workshops on customer engagement techniques and best practices.
- Analyzed team performance data to identify areas for improvement.
- Mentored junior coaches on effective coaching strategies and communication skills.
- Collaborated with management to design operational workflows for efficiency.
- Implemented feedback mechanisms to gather insights from team members and clients.
- Coordinated scheduling and logistics for training sessions and meetings.
- Resolved team conflicts through mediation and constructive communication techniques.
- Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills.
- Created culture of good sportsmanship, cooperation and responsibility among athletes and coaching staff.
- Provided technical assistance to customers via phone and online chat.
- Diagnosed software and hardware issues for various devices.
- Documented customer interactions and solutions in ticketing system.
- Collaborated with team members to resolve complex technical problems.
- Trained new representatives on support processes and tools.
- Updated knowledge base with troubleshooting tips and best practices.
- Assisted in testing new software updates for user-friendly experience.
- Maintained clear communication with customers throughout support process.
- Troubleshot customer inquiries related to software and hardware issues.
Education
Certificate of Technical Studies - Construction Engineering
Lone Star College
Houston, TX 03.2026 - 03.2026
Computer programming and graphic design, Arts
Washtenaw Community College
Ann Arbor, MISkills
- Attention to detail
- Organizational skills
- Leadership skills
- Ability to work a variety of shifts
- Speaking skills
- Self-motivated
- Ability to work independently
- Adept to changes
- Ability to work quickly and efficiently
- Excellent problem solver
- Salesforce
- Kronos
- AWS
- Citrix
- ADP
- Teams
- UGK Workforce
- Helix
- Proficient typing
- Sales training
- Customer Service
- Network troubleshooting
- Cloud computing
- Technical support
- Customer service
- Order management
- Communication skills
- Problem analysis
- Team collaboration
- Network monitoring
- IP addressing
- Disaster recovery
- VPN configuration
- Firewall management
- Ticket management
- Network security
Timeline
Certificate of Technical Studies - Construction Engineering
Lone Star College
03.2026 - 03.2026
Network Support Engineer
Amazon
03.2024 - Current
Order Manager
Insight Global
03.2023 - 04.2024
Customer care/Tech Rep
Wex
09.2022 - 03.2023
Tech Support/ Customer Care
FMA ALLIENCE
02.2022 - 11.2022
Technical Support Engineer
Continuum Global Solution
03.2021 - 02.2022
Verizon Tech Coach
Asurion
03.2018 - 06.2021
Computer programming and graphic design, Arts
Washtenaw Community College