De'Onte Wade
Fayetteville,NC
Summary
I am a trustworthy and empathetic individual with astounding customer service bringing top-notch oral and written communication, active listening and analytical problem-solving skills. I thrive to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. I am dedicated to customer satisfaction, working hard, and improving my skills to be successful. I pay great attention to detail, I am adaptable in any environment and I work well under pressure. Looking forward to joining and growing within the company
Overview
8
8
years of professional experience
Work History
IT Help Desk Technician
SC Department of Health and Human Services
09.2023 - 04.2024
- Provide proficient and effective assistance with information technology systems
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Guide users remotely and in person through systems configuration, troubleshooting, and maintenance
- Respond to tech inquiries through online chats, over the phone, or in person and manage Help Desk tickets in a timely manner
- Schedule repairs, issue replacements and test new user equipment as needed
- Created user accounts and assigned permissions.
- Engaged in continuous professional development opportunities to stay current with industry trends and advancements.
- Communicate customer feedback to the appropriate internal team members
- Follow up with customers to ensure satisfactory service.
Technical Support Specialist
Verizon
08.2021 - 09.2023
- Provided comprehensive technical support to customers via telephone, email and chat
- Supported end uses with basic troubleshooting techniques such as restarting a device or resetting passwords
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts
- Assisted customers with various types of technical issues via email, live chat and telephone
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
Front Desk Supervisor/Night Auditor
Holiday Inn Express and Suites
03.2019 - 08.2021
- Greeted customers upon arrival and provided assistance with check-in or checkout procedures
- Assisted in resolving customer complaints and inquiries in a timely manner
- Processed credit card, cash, and other forms of payment for guest accounts
- Provided information regarding hotel amenities, services, and local attractions
- Ensured that lobby area was clean, orderly, and stocked with necessary supplies at all times
- Trained and directed the work flow and processes of the front desk
- Coached and counseled as needed to ensure quality operation and front desk service
- Performed end-of-day closing duties such as balancing cash drawer, counting inventory items.
Cashier and Stocker
Walmart
05.2017 - 08.2018
- Greeted customers and answered any questions they had about the store's products and services
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit
- Stock shelves with merchandise when needed
- Processed returns and exchanges of merchandise in accordance with store policies
- Issued receipts, refunds, credits or change due to customers
- Helped customers find specific products, answered questions and offered product advice.
Shift Leader
McDonald's
01.2016 - 08.2018
- Welcomed customers and helped determine their needs
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Counted money in cash drawers at beginning and end of shifts to maintain
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Resolved escalated customer disputes with special actions such as discounts.
Education
HS DIPLOMA - General Studies
Colleton County High School
Walterboro, SC06.2018
Skills
- POS
- Guest Services
- Live Chat
- Troubleshooting
- IT support
- Phone etiquette
- Computer Hardware
- Remote Access Software
- Operating Systems
- Network Support
- Hospitality
- Reliability
- Effective Communication
- Interpersonal Skills
- Excellent Communication
- Adaptability
Timeline
IT Help Desk Technician
SC Department of Health and Human Services
09.2023 - 04.2024
Technical Support Specialist
Verizon
08.2021 - 09.2023
Front Desk Supervisor/Night Auditor
Holiday Inn Express and Suites
03.2019 - 08.2021
Cashier and Stocker
Walmart
05.2017 - 08.2018
Shift Leader
McDonald's
01.2016 - 08.2018
HS DIPLOMA - General Studies
Colleton County High School
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