D'Nicco Robinson
Cincinnati,OH
Summary
Experienced Technical/IT Support Specialist with a proven track record of providing comprehensive technical assistance to users in both corporate and customer service environments. Possess a strong understanding of troubleshooting hardware, software, and network issues, ensuring the seamless operation of computer systems and applications.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
London Computer Systems
03.2024 - Current
- Conduct remote sessions with customers to resolve software issues as necessary.
- Document and track the status of all issues in a timely fashion within our ticketing software.
- Work in conjunction with internal departments to improve processes and customer satisfaction.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Network Operations Specialist
Spectrum
09.2022 - 03.2024
- Monitor plant performance for optimal service delivery.
- Troubleshot network or connectivity problems for users or user groups related to network applications software and related systems.
- Analyzed network data to determine network usage, and server function.
- Documented network support activities.
Customer Account Specialist
Strategic Link Consulting
06.2019 - 09.2022
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
Education
Associate of Science -
Cincinnati State Technical And Community College
Cincinnati, OH03-2027
HIGH SCHOOL DIPLOMA -
Knightdale High School
Knightdale, NC06-2014
Skills
- Verbal And Written Communication
- Software Troubleshooting
- Remote Troubleshooting
- Help Desk Support
- LAN-WAN
- Active directory
- End-user training
- Software installation
- Microsoft windows and office
- Mac OS operating system
- Attention to detail
- Problem resolution
Timeline
Technical Support Specialist
London Computer Systems
03.2024 - Current
Network Operations Specialist
Spectrum
09.2022 - 03.2024
Customer Account Specialist
Strategic Link Consulting
06.2019 - 09.2022
HIGH SCHOOL DIPLOMA -
Knightdale High School
Associate of Science -
Cincinnati State Technical And Community College
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