Delan Johnson
Dallas,TX
Summary
Reliable worker with excellent communication, time management, and computer skills. Looking to obtain a stable employment opportunity in which there are opportunities for advancement, and my skills can be used as well as improved. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
11
11
years of professional experience
Work History
Immunization Agent
Maximus Immunization Agent San Francisco School District, WFH
09.2022 - 08.2023
- Assisted the San Francisco school district and parents who called in with immunization inquiries
- Performed duties by identifying student records and making sure all immunization vaccines were up to date and correct
- Followed up with parent or school district inquiries by taking specific action in a timely manner
- Performed daily spreadsheets inquiries received by SFUSD, email, telephone, and/or through patient direct contact
- Provided excellent customer service support for all incoming requests via phone or email.
Help Desk support
Mercury Insurance
03.2022 - 08.2022
- Assist customers who call in with technical problems
- Troubleshoot and resolve common software, hardware, and networking incidents related to supporting approved technology products
- Diagnose, document, and own to completion all incoming technical support requests via phone or email
- Provide excellent customer service
- Resolved customer issues with the utmost care and respect by listening to their problems and offering creative resolutions.
One Customer Service support Agent
Apple
11.2021 - 02.2022
- Provide BPO style intake center for all lines of insurance and CAT events
- Receiving and responding to inbound customer chats
- Provided excellent customer service
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers.
Customer Support Chat
05.2021 - 11.2021
- Agent
- WFH
- Provide excellent customer service
- Assists with the installation and uninstall of software
- Perform software troubleshooting with installation and connection errors
- Responded to customers when they had technical failures.
Genpact • Customer Service Rep
06.2019 - 04.2021
- Receiving and responding to inbound customer chats
- Gathering and verifying required information
- Comprehending customer requests for products and services
- Ensuring proper procedures are followed.
Visual Display Technical Support Agent
Samsung/Teleperformance
08.2015 - 04.2019
- Responsible for all customer inquiries
- Provide excellent customer service
- Follow up to customer inquiries by taking specific action in a timely manner
- Troubleshoot equipment and system problems
- Problem solves to help customers resolve issues on first call
- Enters data from customers into various software programs
- Appropriately communicate with upset customers to resolve their inquiries
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment
- Participates in additional training courses when needed
- Performs other related duties and assignments as required
- Exercise retention efforts when appropriate
- Identify customers who are comparison-shopping and inquiring about contract terms
- Assisting customers with a correct price plan.
Mobile Device Support Technician
Teleperformance
09.2014 - 06.2015
- Provide basic best-effort support for all issues
- Performs phone resets and firmware updates
- Support customer setting adjustments for ringtones, contacts, and calendars
- Provides support for basic email set-up with exchange and POP3 accounts
- Assists with the installation and uninstall of software
- Perform software troubleshooting with installation and connection errors
- Reinstall driver and software using device manager and add/remove programs.
Service Desk Agent
Fujitsu
01.2014 - 08.2014
- Responded to customers when they had technical failures
- Knowledge of Cisco System, Microsoft, and basic and advanced software and hardware programs
- Analyze, troubleshoot, and established client-based emails such as Outlook 2010, Gmail, and Yahoo
- Analyze and locate specific technical failures within the system and resolved the issue, when applicable
- Ability to multi-task and problem solve daily
- Analyze and provided level 2 support, for Human Resources applications, such as (Oracle, Kronos, and Talent Management System.)
- Analyze and provide support to corporate and store end users for password resets, hardware connection to (PCs), ensuring that end users were able to establish connectivity to company applications and provide training and how to use company systems.
Technical Support
AT&T • Tier
11.2012 - 11.2013
- Assist customers who call in with technical problems
- Have knowledge of Cisco System, Microsoft, and various other software and hardware systems
- Analyze customer problems and be able to locate technical failures within their system
- Provide application support i.e., MS Office Suites (2003, 2007), Outlook email client, Active Directory (resetting user passwords, granting user rights, etc.) and other proprietary applications
- Effective multitasking to solve specific customer problems in a time-friendly manner
- Knowledge of all components that contribute to each system for the system to function correctly
- Advanced knowledge of technical problems within systems to be able to handle more difficult calls.
Education
H.S. Diploma -
Faith Family Academy
Dallas, TX2007
Skills
- Problem-Solving
- Critical/Analytical Thinking
- Microsoft Office Apps
- Novell
- Cisco Systems
- Customer Service
- Office Skills
- Samsung TV
- Samsung Mobile Device
- VPN
- Active Directory
- Helpdesk
Timeline
Immunization Agent
Maximus Immunization Agent San Francisco School District, WFH
09.2022 - 08.2023
Help Desk support
Mercury Insurance
03.2022 - 08.2022
One Customer Service support Agent
Apple
11.2021 - 02.2022
Customer Support Chat
05.2021 - 11.2021
Genpact • Customer Service Rep
06.2019 - 04.2021
Visual Display Technical Support Agent
Samsung/Teleperformance
08.2015 - 04.2019
Mobile Device Support Technician
Teleperformance
09.2014 - 06.2015
Service Desk Agent
Fujitsu
01.2014 - 08.2014
Technical Support
AT&T • Tier
11.2012 - 11.2013
H.S. Diploma -
Faith Family Academy
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