David Elkins

Work History

Xerox

05.2015 - 10.2025

Resolved customer inquiries and issues promptly, enhancing customer satisfaction and fostering long-term relationships.
Delivered advanced technical support by troubleshooting hardware and software issues, enhancing user satisfaction and system efficiency.
Conducted comprehensive training sessions for new staff, enhancing team capabilities and ensuring consistent support quality.
Analyzed customer inquiries and developed targeted solutions, resulting in a significant reduction in repeat issues.
Mentored junior support staff on technical troubleshooting, fostering skill development and improving team performance.
Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
Managed 25-45 calls per day effectively.

Michigan Office Solutions

01.2010 - 05.2015

Analyzed user support needs, implementing solutions that streamlined troubleshooting processes and enhanced service efficiency.
Developed and maintained comprehensive documentation for IT systems, improving knowledge sharing and reducing response times.
Collaborated with cross-functional teams to identify system improvements, resulting in optimized workflows and improved user satisfaction.
Led training sessions for junior staff on support tools and best practices, fostering a culture of continuous learning and development.
Acted as a liaison between technical teams and end-users, ensuring clear communication and prompt resolution of issues.
Assisted in the implementation of new software solutions, contributing to enhanced functionality and user experience.
Increased uptime by 10-20% by setting alerts from devices and applications for any issues.