David Chapman

I assist customers with ADT security system issues, which include security panels, WiFi cameras, security sensors, motion sensors, and configuration of ADT apps. I have been a team supervisor for over a year dealing with escalations, auditing performance/time, payroll, and assisting employees when needed.

• Submitted service tickets for equipment maintenance requests.
• Installed ADT security applications and devices and suggested additional security measures.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Translated complex technical issues into digestible language for non-technical users.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Integrated Salesforce CRM and other customer relationship management software into support operations.
• Monitored systems in operation and input commands to troubleshoot areas.
• Managed high levels of call flow and responded to ADT technical support needs.
• Monitored workflow to improve employee time management and increase productivity.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Solicited customer feedback to identify and improve on areas of weakness.
• Created and managed project plans, timelines and budgets.

Provided exceptional remote technical support for Dell computers for our business/residential customers by providing warranty break/fix work for Dell equipment, which includes both phone and on site support.

• Assist customers with technical support issues with Dell computer systems from hardware to windows/linux technical support.
• Assist customers with warranty and system exchanges.
• Meet company metrics for call times, volume, customer satisfaction, and complexity.
• Note all customer interaction with complete documentation
• Patched software and installed new versions to eliminate security problems and protect data.
• Logged activities in tracking system to maintain accurate, timely records.

Provided onsite technical support to Orlando health IT network to keep their backend systems online.

• Performed troubleshooting and diagnostics of malfunctioning equipment.
• Enacted successful repairs by applying technical skills and operations knowledge.
• Managed quality control initiatives to eliminate downtime and increase productivity.
• On site and remote technical support for IOT devices, including network printers, tablets, laptops, and biometric devices.
• Maintaining inventory of Orlando Health assets.
• On site Break/Fix
• Managed assets using EPIC healthcare software

Worked in a authorized repair center/factory for United Data Corporation with the warranty repair of HP, Lenovo, Dell, and Apple tablets/laptops for the Florida school systems. Also did moving/auditing of warehouse inventory when needed.

• Monitored factory recalls and announcements to stay on top of changes.
• Maintained detailed service and customer records.
• Communicated effectively with staff, including members of operations, finance and clinical departments.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Alternated goods in inventory by observing first-in/first-out approach to keep shelves organized and properly stocked.
• Loaded, unloaded and moved material to and from storage and production areas.
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
• Used pallet jacks to relocate products.
• Wrapped pallets in shrink wrap prior to loading.
• Consistently lifted materials weighing as much as 75 pounds.
• Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
• Updated daily logs with regular shift activities and incident details.
• Hardware repair of Lenovo HP Dell Ipad tablets and laptops for the Volusia county school system both in and out of warranty.
• Onsite installation of tablets and laptops for schools
• Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
• Transported tablets to customer locations.

Worked as a 1099 technical support for a small IT business for his clients.

• Provided on-call support for customers with Printing and network issues.
• Monitored networks and network devices to resolve technical problems quickly.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Performed onsite and remote installation/maintenance/repair of laptops, printer,desktops and IOT devices.
• Installed, networked and monitored NVR systems for customers.
• Terminated CAT ethernet cables for patch panels.
• Termination of coaxle cables for our customers.
• Imaged hard drives for our customers.
• Remoted into clients workstations to resolve connection issues to business resources.

Provided exceptional remote technical phone support for Xfinity customers tier 2 internet issues.

• Addressing and fixing Comcast/Xfinity customers internet technical issues
• Extensive knowledge to fix customers tech issues in a short time period
• Broad knowledge of many consumer technology products and features of said products to assist customers
• Over 2 years of customer services/support/sales.
• Met metrics for quality assurance program including on site evaluations, internal audits and customer surveys.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from Xfinity internet issues, protecting company reputation and loyal client base.
• Provided excellent service and attention to customers through phone conversations.
• Improved operations by working with team members and customers to find workable solutions.
• Earned good attendance record and built reputation for being on time and ready to work.

Personally owned company, where house calls are made to assist customers in their technical issues

• Updated and installed new software.
• Refurbished used computers and technological equipment, saving customers money.
• Disassembled computers to perform diagnostics and check for repair needs.
• Researched and identified problems with computers and advised staff and clients on plans of action.
• Serviced computers and personal equipment to ensure expedient repair and minimal downtime.
• Documented all changes and actions in computer-based tracking system.
• Explained diagnostic findings to customers and outlined repair or service options.
• Malware/virus removal expert

i was a part time taxi driver when company was short on staff