DEVANTE JOHNSON
Cincinnati,OH
Summary
IT professional prepared to deliver high standards in technical support and issue resolution. Proven track record of enhancing system functionality and user experience. Known for collaborative teamwork and flexibility to meet changing demands, with expertise in problem-solving and customer service.
Overview
12
12
years of professional experience
Work History
Help Desk Technician
Stefanini IT Solutions
Cincinnati, OH
06.2024 - Current
- Resolved technical issues through remote troubleshooting and effective communication with clients.
- Provided tier-one support for hardware, software, and network-related queries.
- Documented solutions in knowledge base to enhance team efficiency and service quality.
- Trained new staff on help desk procedures and customer service best practices.
Billing Specialist
Spectrum
Cincinnati, OH
01.2022 - 02.2023
- Reviewed and processed billing statements for accuracy and compliance with company policies.
- Managed customer inquiries regarding billing discrepancies and resolved issues promptly.
- Trained junior staff on billing software and best practices to enhance team efficiency.
- Analyzed billing data to identify trends and recommend process improvements.
Help Desk Technician
Webhelp
Cincinnati, Ohio
01.2021 - 04.2021
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
IT Technician
Fifth Third Bank
Cincinnati, OH
08.2020 - 01.2021
- Managed system-wide operating system and software deployments, as well as related software upgrade problems.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Call Center Customer Service Specialist
Live Reps Call Center
Cincinnati, OH
01.2020 - 07.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Technician
Maverick Aviation Group
Cincinnati, OH
09.2018 - 01.2020
- Leveraged knowledge of raw materials, production processes, quality control, costs and other techniques to maximize effective manufacture and distribution of goods.
Customer Service Representative
Support.Com Inc
Cincinnati, OH
07.2017 - 10.2018
- Provided primary customer support to internal and external customers in fast-paced environment Answered customer telephone calls promptly and in appropriate manner Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions Leveraged sales expertise to promote Comcast products and capitalize on upsell opportunities.
Tier 3 Agent
Telenetwork Partners
Cincinnati, OH
03.2016 - 05.2017
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns Maintained customer accounts and relationships Educated customers on promotions to enhance sales Emphasized product specifications to meet customer needs Branded products through effective salesmanship and maintained long-term relationships with clients.
Customer Service Representative
Convergys Corporation
Erlanger, KY
01.2014 - 01.2015
- Advised customers about new products and assisted customers in determining best product for needs Provided customer service for inbound and outbound calls per shift by answering questions and providing basic troubleshooting support Resolved caller issues quickly and thoroughly Adapted sales techniques to specific clients and promoted products based on individualized client needs.
Education
Cincinnati GED High school or equivalent Cincinnati OH -
01.2012
Skills
- Six years in customer service
- Five years of ticket management experience
- Website optimization - 2 years
- Web development projects - 2 years
Timeline
Help Desk Technician
Stefanini IT Solutions
06.2024 - Current
Billing Specialist
Spectrum
01.2022 - 02.2023
Help Desk Technician
Webhelp
01.2021 - 04.2021
IT Technician
Fifth Third Bank
08.2020 - 01.2021
Call Center Customer Service Specialist
Live Reps Call Center
01.2020 - 07.2020
Technician
Maverick Aviation Group
09.2018 - 01.2020
Customer Service Representative
Support.Com Inc
07.2017 - 10.2018
Tier 3 Agent
Telenetwork Partners
03.2016 - 05.2017
Customer Service Representative
Convergys Corporation
01.2014 - 01.2015