Summary
Overview
Work History
Education
Skills
City
Zip
Street
build and restore computers
Timeline
BusinessAnalyst
Daryll McCalla

Daryll McCalla

Oliver Springs,TN

Summary

Skilled Tech Support Specialist focused on maximizing qualitative success through effective use of technically acute, knowledgeable and informative to achieving service satisfaction. Top-notch communicator with excellent time management, administrative and service skills.

Overview

14
14
years of professional experience
3
3
years of post-secondary education

Work History

Remote Tech Support Specialist

BrightSpeed/Lumen
10.2021 - Current
  • Diagnosing, troubleshooting problems with networking systems and providing technical assistance to end users
  • Created and escalated tickets to other teams for further resolution, however, most tickets were resolved personally
  • Incorporated RDP to assist clients that may have very little or no experience with computers and basic technology shortcuts
  • This allowed easing their anxiety on how to interact with computing technology as well as providing ideas and simple processes
  • Quality and performance in operating and handling tasks or issues range from 95% to 100% completion.
  • Developed strong client relationships through consistent communication and attentive service.
  • Earned recognition as a top performer consistently exceeding targets throughout my tenure as a technical specialist in the field.
  • Followed all company policies and procedures to deliver quality work.

Remote Tech Support

Support.com
10.2018 - 10.2021
  • Assisting customers with Internet connection issues
  • Interacting with twenty to thirty customers per day for activation of Internet Devices and services
  • Assisting and troubleshooting technical issues with Interactive troubleshooting tool that activates and identifies issues with their network and equipment
  • Offered to document and educate clients about new technology regarding Wi-Fi, device setup, networking, and programming options.
  • Collaborated cross-functionally with diverse teams to achieve shared objectives in timely manners.
  • Optimized digital resources through routine troubleshooting and proactive system updates.

Citizens Bank Customer Service Specialist and Mentor

Sitel
07.2011 - 09.2018
  • Acquired recognition and accolades for superb customer service and work performance.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
  • Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
  • Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
  • Virtual telecommunicate with over 70 plus clients daily with their credit card accounts.

Customer Service/Driver

CARQUEST
11.2009 - 07.2011
  • Managed orders to ensure deliveries were accurate to corporate clients
  • Assisted consumers with their automotive products and purchases
  • Rendered orders through Exploris operating system identifying parts to clients coordinated by telecommunication
  • Created conducive ideas for automotive parts based upon business strategy.
  • Operated light trucks to deliver loads as far as 30 miles from home location.
  • Safely navigated various road conditions, effectively managing risks to deliver products without damage or delay.
  • Provided detailed feedback on delivery routes for improved efficiency in future scheduling.
  • Demonstrated excellent problem-solving skills in addressing unexpected situations during deliveries or pickups.
  • Kept accurate log of daily deliveries and pick-ups.
  • Assisted customers with loading/unloading items when necessary for enhanced experience.
  • Collaborated with warehouse staff to ensure accurate inventory control and order fulfillment.
  • Adhered to strict deadlines while maintaining professionalism under pressure from time-sensitive deliveries.
  • Organized paperwork efficiently, including invoices, delivery confirmations, and payment receipts.

Education

AAIT - Information Technology

Axia College/University of Phoenix Asheville
Asheville, NC
06.2008 - 05.2011

Business and academic related course programs -

York College
Jamaica, NY
06.1995

Business and academic related course programs - Business Administration

York College
Jamaica
06.1991

Skills

  • Educated in IT programming matriculated in course curriculum pursuant to fundamentals of computer networking and basic programming concepts In addition, obtaining accumulation of technical, peripheral software/hardware installations, office and administrative knowledge indelibly acquired vast knowledge of operating and resolving various computer system software and hardware issues
  • Customer Relations
  • Documentation Management
  • Expert Problem Solving
  • Quality Assurance
  • Management collaboration
  • Proficient in technology-based operations
  • Technical communication
  • Analytical Thinking

City

TN

Zip

37840

Street

Oliver Springs

build and restore computers

I build/restore computers by installation of a motherboard, processor, hdd/ssd drive, power supply and graphics cards. After, the system is set up for Installation of Windows operating system as a requirement that I do as well. In lieu of installing the necessary operating system, the computer may need configurations done in bios to prepare it for the install of the Windows operating system. Once the system is setup in bios, i.e., time, date, modifying settings in bios as such as TPMS, or the TPM module must be set to improve on the security of the system integration with Windows, such as Windows 11.

Timeline

Remote Tech Support Specialist

BrightSpeed/Lumen
10.2021 - Current

Remote Tech Support

Support.com
10.2018 - 10.2021

Citizens Bank Customer Service Specialist and Mentor

Sitel
07.2011 - 09.2018

Customer Service/Driver

CARQUEST
11.2009 - 07.2011

AAIT - Information Technology

Axia College/University of Phoenix Asheville
06.2008 - 05.2011

Business and academic related course programs -

York College

Business and academic related course programs - Business Administration

York College

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Daryll McCalla