Deon Middleton
Antioch,TN
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
11
11
years of professional experience
Work History
IT Specialist
Verizon
09.2019 - Current
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Optimized network performance through regular monitoring and maintenance.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Developed customized software solutions for improved business processes and increased productivity.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Collaborated with cross-functional teams to develop innovative IT strategies aligned with business goals.
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.
- Trained employees on new technologies, increasing competency levels across the organization.
IT Support Specialist
Comcast
06.2016 - 08.2019
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Ensured data security through rigorous backup procedures, maintaining an up-to-date disaster recovery plan.
IT Consultant
Best Buy
05.2013 - 07.2016
- Enhanced system efficiency by implementing innovative IT solutions and optimizing existing processes.
- Streamlined communication channels for increased productivity with effective collaboration tools.
- Reduced downtime by proactively addressing potential issues through regular system maintenance and updates.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Developed customized software applications, leading to improved end-user experience and overall functionality.
- Integrated data management systems to facilitate more efficient data storage, retrieval, and analysis for informed decisionmaking.
- Led project teams in the successful completion of complex IT projects, ensuring timely delivery within budget constraints.
- Implemented security measures to protect sensitive information from unauthorized access, mitigating potential risks and vulnerabilities.
- Provided training sessions on new technologies and best practices, enhancing team members'' knowledge and skills in the field of IT consulting.
Education
South Christan ACA
Montgomery ALSkills
- Technical Reporting
- Application Support
- Application Installations
- Technical Issue Analysis
- Debugging
- System Upgrades
- Discharge Planning
- Technical Documentation
- Data Collection
- Data Entry
- Scheduling
- Call Management
- Answering phones, emails, and live chat from customers
- Professionally responding to customer inquiries
- Identifying, escalating priority issues, and reporting to high-level management
- Following up on complicated customer interactions where required
- Recording details of customer interactions (proficiently and accurately)
- Develop rapport with customers, with an upbeat and positive attitude
- Offer solutions- not excuses
- Appointment Scheduling
- Report Generation
- Product Knowledge
- Account Updating
- Escalation Management
- Payment Processing
- Customer Service
- Call Center Operations
- Technical Troubleshooting
- Service Recommendations
- Account Management
Timeline
IT Specialist
Verizon
09.2019 - Current
IT Support Specialist
Comcast
06.2016 - 08.2019
IT Consultant
Best Buy
05.2013 - 07.2016
South Christan ACA