Dejuan Brown
Virginia Beach,VA
Summary
Qualified Advanced Technical Support Specialist with 8+ years of helpdesk and customer service experience. Provides comprehensive technical and customer support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
IBEX Systems
02.2020 - 11.2023
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Recorded and maintained relevant notes for each client and work order.
Customer Service Agent
Sutherland Global
06.2017 - 01.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
Lane Technician
Tysinger Automotive Group
07.2015 - 01.2020
- Kept shop areas neat, clean, and free of safety hazards.
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
- Topped off fluids in vehicle engines to lubricate, protect, and cool engine.
- Performed tire rotations and recommended necessary tire replacements to promote tire functionality and vehicle safety.
- Greeted customers and answered questions about oil changes and other services.
- Educated customers on vehicle systems operation and recommended regular maintenance schedules to promote optimal vehicle functionality.
- Suggested additional services to customers in order to meet upsell goals.
- Attended in-house training courses and webinars to learn about vehicle electrical system, brakes and diagnostic and repair techniques.
Education
Pharmacy Technology
Strafford University
Newport News, VAHigh School Diploma -
Hampton High School
Hampton, VA08.2013
Skills
- Customer Experience Management
- Performance Optimization
- Application Installations
- Remote Diagnostics
- Technical Troubleshooting
- Issue Research
- Problem Resolution
- Telecommunications
- Remote Support
- Customer Support
- Application Support
- Technical Documentation
Timeline
Technical Support Specialist
IBEX Systems
02.2020 - 11.2023
Customer Service Agent
Sutherland Global
06.2017 - 01.2020
Lane Technician
Tysinger Automotive Group
07.2015 - 01.2020
Pharmacy Technology
Strafford University
High School Diploma -
Hampton High School