Darius Tillman
Charlotte,NC
Summary
Recently completed an intensive IT program focused on developing skills in technical support to obtain the Google IT Support Professional certificate. Strong Tier 1 service level support knowledge. Proficient in hardware, end-user devices, and software troubleshooting. Focused on customer service, incident management, and problem resolution. Adept at maintaining IS knowledge, enhancing system performance, and serving as a liaison. Skilled in diagnosing and resolving hardware and software issues, ensuring client satisfaction. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.
Overview
9
9
years of professional experience
Work History
Service Professional
Lpl Financial
11.2023 - Current
- Spearheaded client onboarding process optimization, streamlining workflow by 30%, resulting in a 20% increase in efficiency and a reduction of errors by 15%
- Orchestrated cross-functional training initiatives such as upskilling to other departments to improve service levels across the board enhancing team's technical acumen in financial software, improving overall proficiency by 25% within 6 months
- Managed a 25-30 cases a day, resolving complex financial inquiries with precision, maintaining a 98% client satisfaction rate through effective communication and problem-solving
- Collaborated with IT support teams to troubleshoot software issues such as e-signature errors, tools not performing as expected, effectively communicating technical details and requirements, resulting in a 20% decrease in issue resolution time.
Billing Specialist
Charter Communications
07.2018 - 11.2023
- Revamped billing processes CSM software reducing billing errors by 25% and enhancing revenue accuracy, resulting in a yearly revenue increase of $1.2 million
- Implemented a comprehensive training program for billing staff which included removing older CRM software and adapting sales force, improving team efficiency by 30% and reducing customer billing disputes by 20%
- Successfully managed a high-volume billing cycle, processing an average of 1,500 invoices per month with meticulous attention to detail and a 99.5% accuracy rate, resulting in increased customer satisfaction and clear reports for operations
- Collaborated with IT teams to enhance billing software functionality, such as providing valuable user feedback that led to three critical software updates, improving overall system performance.
Peer Support/Leader
Sprint
Charlotte, NC
11.2014 - 11.2018
- Evaluated client telecommunications needs and recommended targeted solutions.
- Planned and coordinated training sessions for personnel on new systems or processes related to telecommunications activities.
- Troubleshot electrical and mechanical defects for residential, commercial and industrial sites.
- Communicated with end-user to address device problems and implement technical or procedural solutions.
- Resolved customer service issues regarding telco services or product delivery.
- Supported end-users with network and device troubleshooting and diagnosis.
- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Mentored junior team members and managed employee relationships.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
Education
Merit America
12.2023
Google IT Support Professional Certificate
11.2023
Associate of Science - Cybersecurity
Southern New Hampshire University
Hooksett, NHSkills
- Technical Support & Troubleshooting
- Ticketing System
- User Training & Support
- Time management
- Attention to detail
- Customer Service
- Windows
- Linux
- IOS
- Organization skills
- Networking
- System Administration
- Quick Adapter
- Domain Name System (DNS)
- Analytical thinking
- Multitasking
- Resourcefulness
- Problem Solving
- Complaint Resolution
- Issue Research
- Analytical Thinking
- Process Analysis
- Experience in Leadership
- Research
Timeline
Service Professional
Lpl Financial
11.2023 - Current
Billing Specialist
Charter Communications
07.2018 - 11.2023
Peer Support/Leader
Sprint
11.2014 - 11.2018
Merit America
Google IT Support Professional Certificate
Associate of Science - Cybersecurity
Southern New Hampshire University