Destin Ferguson
Alvarado,TX
Summary
Driven System Administrator with progressive experience marked by continuous contributions above and beyond requirements. Proven skill in quickly and effectively remedying technical challenges with a focused and creative approach and high degree of client satisfaction. Organized and dependable candidate successful at managing multiple projects simultaneously with a high degree of accuracy and a positive attitude. Detail-oriented team player with strong organizational skills and willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
System Administrator/Sales Associate
Cross Country Mortgage
02.2024 - 08.2024
- Researched and recommended new technologies and strategies for improving system performance.
- Utilized scripts and automation tools to improve system efficiency.
- Data entry with comprehensive database maintenance
- Diagnosed and resolved hardware and software issues.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Drove continuous improvement of IT governance processes.
Customer Service Specialist
inSellerate, LLC
10.2021 - 05.2023
- Collaborated with mortgage industry clients on technical issues with CRM functionality using Lead Management and marketing platform solutions.
- Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Exhibited high energy and professionalism when dealing with clients and staff.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Support Agent
Callbox
10.2019 - 10.2021
- Managed multiple help desk cases for clients within cloud-based telephony system products.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Responded to consist, high-volume calls while successfully closing over 100 cases per week.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
Education
Bachelor of Arts - Church Leadership
Southwestern Assemblies of God University
Waxahachie, TX05.2017
Skills
- Technical Troubleshooting and solution development
- File system administration
- Reporting & Documentation
- System Updates and Upgrades
- Technical Support
- Network Troubleshooting
- Help Desk Software and operations
- System monitoring
Websites
Timeline
System Administrator/Sales Associate
Cross Country Mortgage
02.2024 - 08.2024
Customer Service Specialist
inSellerate, LLC
10.2021 - 05.2023
Customer Support Agent
Callbox
10.2019 - 10.2021
Bachelor of Arts - Church Leadership
Southwestern Assemblies of God University
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