Deontray Perkins
Jacksonville,FL
Summary
Technical professional with background in system maintenance and repair, ready to contribute to dynamic team. Proven ability to adapt to changing needs and deliver reliable results. Highly skilled in technical diagnostics and collaborative problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Cellphone tablets technician
Early upgrade
04.2024 - 02.2025
- Mobile testing
- Phone repairs
- Use Hands tools
- Tablet repairs
- Console repairs
Customer Service Representative
Focus Services
11.2022 - 02.2024
- Assist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (loss of dial tone, quality of service, telephone number porting).
Mac Tier 1 IOS Tier 2 Adviser
Concentrix
02.2019 - 09.2020
- I am an IT professional who has a primary focus on apple products. I have much experience in troubleshooting iOS and Mac products. I am currently an employee of Apple,Inc. and have proven to be very flexible in my position. I also have a background in troubleshooting Microsoft Office applications and Windows-based internet browsers.
- Mac Tier 2 Adviser
- Provided on-call support for critical issues.
- Provided basic desktop and troubleshooting support on Mac and Windows systems.
- Setup Apple and PC desktops, laptops, and all types of mobile devices.
- Accurately and persuasively describe solutions to customers.
- Documented and defined technical procedures and customer solutions.
- Participated in job related training.
- Managed customers’ experience and expectations to a high degree of customer satisfaction.
Tier 1 Technical Support Representative
Concentrix
02.2018 - 02.2019
- Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products, such as Apple Products.
- Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
Education
High school diploma or GED - undefined
GED - Computer Service Technician Training Program
01-2018
Skills
- Technical support
- PC and Laptop assembly/ Configuration and disassembly
- Detail oriented and a Quick learner
- Networking Support
- Sales
- Microsoft Excel
- Quality inspection
- Microsoft Word
- IT
- Hardware and software, problem diagnostics and resolution
- Phone etiquette
- Mobile devices
- Microsoft Office
- IT support
- Laptop and Desktop Support
- Typing
- Equipment repair
- Data entry
- Reliable and Focused with a proven and solid work-ethic
- Troubleshooting
- Outstanding documentation skills
- IOS
- Problem-solving
- Help desk
- MacOS
- Service technician experience
- Natural leader
- Type 25 WPM
- Remote access software
- Cash handling
- Organizational skills
- Software Support
Certification
OSHA 10
Languages
English
Timeline
Cellphone tablets technician
Early upgrade
04.2024 - 02.2025
Customer Service Representative
Focus Services
11.2022 - 02.2024
Mac Tier 1 IOS Tier 2 Adviser
Concentrix
02.2019 - 09.2020
Tier 1 Technical Support Representative
Concentrix
02.2018 - 02.2019