Summary
Overview
Work History
Education
Skills
Education and Training
Timeline

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: Merit America IT support certificate as well. 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 IT 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.

Diligent IT support with a robust background in IT support and systems management. Proven track record of implementing efficient solutions to enhance system performance and user experience. Demonstrated expertise in network security and problem-solving in dynamic environments.

Overview

10
10
years of professional experience

Work History

Billing Specialist

Rxo
11.2024 - Current
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked with multiple departments to check proper billing information.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Verified the accuracy of accounts payable payments, resulting in a 90% reduction in payment errors and check reissues.

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 movement to other departments to improve service levels across the board enhancing the team's technical acumen in financial software, and improving overall proficiency by 25% within 6 months
  • Managed 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, and 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
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

Certification - Information Technology

Merit America, Charlotte, NC
12.2023

Certification - Information Technology

Google IT Support Professional Certificate, Charlotte, NC
12.2023

Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security - all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

Bachelor of Science - Cybersecurity

Southern New Hampshire University, Hooksett, NH
10.2027

Skills

  • Technical Support & Troubleshooting
  • Ticketing System
  • User Training & Support
  • Time management
  • Attention to detail
  • Customer Service
  • Windows
  • Linux

Education and Training

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Timeline

Billing Specialist - Rxo
11.2024 - Current
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 - Certification, Information Technology
Google IT Support Professional Certificate - Certification, Information Technology
Southern New Hampshire University - Bachelor of Science, Cybersecurity

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Darius Tillman