Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

DeMone Wallace

Charlotte,NC

Summary

Dedicated and talented Technical Support Analyst with strong and thorough knowledge of software troubleshooting techniques, computer systems, and IT components. Proven track record of providing excellent technical support services to end users. Delivers exceptional customer service and possess outstanding ability to diagnose and resolve technical issues in timely manner. Passionate about solving complex technical problems and ready to embark on rewarding career path in IT.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Field Service Technician

Encore Technologies
06.2024 - Current
  • Manage installation and configuration of computer systems at client sites and internally, ensuring proper functionality and alignment with client needs.
  • Perform routine maintenance and troubleshooting to diagnose and resolve issues with equipment, software, and systems.
  • Diagnose and troubleshoot hardware and software issues within computing environment to ensure proper functionality.
  • Communicate effectively with clients to understand needs and ensure satisfaction.
  • Provide clear and professional customer support, including demonstrating equipment, answering questions, and providing training as needed.
  • Maintain accurate records of service visits, repairs, installations, and customer interactions in service management systems.

Technical Support Analyst

ADP
01.2022 - 06.2024
  • Troubleshoot and resolves end user systems failures and ensures correct operation of systems.
  • Analyze and diagnose customer's technical problems and develop creative solutions to meet their needs.
  • Maintains high level of customer focus in all interactions.
  • Resolve issues at first level within specified timeframe.
  • Identifies opportunities for process improvement and problem elimination.
  • Escalate problems to appropriate technical support group.
  • Maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution.

Booking Representative

CMA CGM
03.2021 - 01.2022
  • Prepared customs entries and forwarding freight to designated locations.
  • Followed up on documentation discrepancy issues via troubleshooting and communicating with customers and foreign origins.
  • Provided information and solutions to assist customers with importing and exporting their shipments.
  • Examined shipments at various stages within customs procedures.

Digital Operations Coordinator

Capital One
11.2018 - 03.2021
  • Reconciled and processed payments/invoices in efficient and timely manner.
  • Troubleshooted basic network issues for website and apps.
  • Ensured client issues were solved in timely fashion and service level expectations were met.

Education

Bachelor of Science - Computer Science

Strayer University
Virginia Beach, VA
10.2017

Associate of Science - Network Security

ECPI University
Newport News, VA
08.2009

Skills

  • Troubleshooting and repair
  • Training and mentoring
  • Customer training
  • Installation and maintenance

Accomplishments

  • Improves customer satisfaction via timely and accurate technical support.
  • Resolves complex technical issues for clients, enhancing system performance.
  • Reduce customer downtime by quickly resolving technical issues.
  • Decrease response times with efficient ticket management.

Certification

Back-End Development Certificate (2024)

NuCamp Coding Bootcamp

Timeline

Field Service Technician

Encore Technologies
06.2024 - Current

Technical Support Analyst

ADP
01.2022 - 06.2024

Booking Representative

CMA CGM
03.2021 - 01.2022

Digital Operations Coordinator

Capital One
11.2018 - 03.2021

Bachelor of Science - Computer Science

Strayer University

Associate of Science - Network Security

ECPI University

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DeMone Wallace