David Cain
Wallkill,NY
Summary
Seasoned professional with a strong background in IT and customer service management, notably at U.S. Cellular. Excelled in enhancing customer satisfaction and reducing ticket resolution times through effective presentation skills and software troubleshooting. Proven ability to lead teams to exceed performance goals, demonstrating exceptional service desk incident management and interpersonal abilities.
Overview
2025
2025
years of professional experience
Work History
Material Handler
Fair-Rite Products
Wallkill, NY
10.2024 - Current
- Carried necessary tools and supplies to parts pres and returned to proper storage areas after use.
- Disposed of debris and hazardous materials properly to avoid contamination.
- Moved finished product to kiln areas to be fired
Computer Support Technician
CACI
Arlington, VA
10.2022 - 04.2024
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced in customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Computer Support Technician
SAIC
Oak Ridge, TN
06.2015 - 10.2023
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced in customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Store Manager
RadioShack
Oak Ridge, TN
05.2010 - 06.2015
- Supervised associates and provided coaching to improve sales performance and efficiency.
- Processed inventory for store.
- Created a work environment that prioritizes success while still watching for opportunities to go above and beyond for customers when possible in order for the to have a memorable experience.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
Call Center Supervisor
US Celluar
Knoxville, TN
01.1999 - 05.2010
- Supervised up to 20 associates in a technical call center environment.
- Supervisor in the regular customer service call center as well as Roamer Support advanced technical support.
- Effectively coached associates to improve their customer focus as well as relations with other departments and peers.
- Implemented quality guidelines for inbound calls and trouble ticket resolution to increase customer satisfaction.
- Provided feedback on customer interactions and troubleshooting methods to
- Improved handle times and customer/peer interactions as well as individual and team performance goals.
Customer Service Manager
U.S. Cellular
Knoxville, TN
Education
General
Oak Ridge High School
Oak Ridge, TN06-1989
Skills
- Effective Presentation Skills,
- PI Process Book Access
- Practitioner Level certification for Information Technology Infrastructure Library (ITIL)
- Service Desk Incident & Problem Management
- Software troubleshooting
Accomplishments
US Army Veteran who is hard-working, innovative, and
proactive.
Soldier of the Quarter Award
Quarterly Leadership Award
3 Army Achievement Medals
2 Army Commendations
Timeline
Material Handler
Fair-Rite Products
10.2024 - Current
Computer Support Technician
CACI
10.2022 - 04.2024
Computer Support Technician
SAIC
06.2015 - 10.2023
Store Manager
RadioShack
05.2010 - 06.2015
Call Center Supervisor
US Celluar
01.1999 - 05.2010
Customer Service Manager
U.S. Cellular
General
Oak Ridge High School
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