Donavan Williams
Coconut Creek
Summary
Detail-oriented, hardworking and passionate candidate with extensive experience in Technology support, telecommunications, retail and customer service. Experienced in providing comprehensive technical support to users and resolving all levels of issues. Troubleshoots highly technical, complex issues with ease and patience.
Overview
6
6
years of professional experience
Work History
Apple Care Command Center Supervisor
Teleperformance USA
05.2023 - Current
- Assist internal employees in identifying issues and explain solutions to restore service and functionality
- Document support interactions for future reference
- Use ticketing systems to manage and process support actions and requests
- Properly diagnose employees technical issues and resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Monitor systems in operation and quickly troubleshot errors
- Assist with updating devices and necessary work tools to support best practices for use by team.
- Provide replace for employees damaged work equipment
- Translate complex technical issues into digestible language for non-technical users
IOS Senior Advisor
Teleperformance USA
08.2018 - 05.2023
- Answered questions about related to iOS products and services. Resolve issues ranging from very simple to complex
- Provided empathy to customers calling about iOS and watch products
- Provided Support to Tier One advisors, take ownership of call in the event Tier One was unable to provide solution
- Correlated with our site support engineers for potential solutions. Gather logs and additional information from customers devices
- Acted as Senior Supervisor Support of Apple when customers have complaints and address issues by providing solutions
- Stayed up to date on functions, new or old products, and operating systems, as well as Apple policies and procedures
- Helped training for Tier 1 agents to best utilize Apple Toolset, company process and procedure to best provide customer experience
- Provided customers appeasement and customer satisfactory in the event of a defective product purchased
Mac Support
Teleperformance USA
09.2017 - 08.2018
- Identified customers iOS issues and provided solutions
- Provided technical support for all Apple Mac computers
- Answered questions about Apple products and services
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched products and issued prompt solutions to customers in a timely manner
IOS Support
Teleperformance USA
07.2017 - 09.2017
- Provided technical support for iOS Apple products and services
- Identified and asses customers' need to achieve satisfaction
- Researched and identified solutions to technical problems
- Troubleshoot devices to resolve customers issues
- Provided timely support to customers over the phone
- Maintained a positive and professional attitude and concern for the customers needs
Education
Bachelor of Science - Public Management
Florida Atlantic University
Boca Raton, FL08.2020
Associate of Arts - Agricultural Education And Communication
University of Florida
Gainesville, FL05.2013
Skills
- Tracking and Documentation
- Onsite Installations
- Software Diagnosis
- Desktop Support
- Mac Systems
- Customer Support Needs Assessment
- Troubleshooting and Assistance
- Friendly and Patient
- Support Ticket System Management
Timeline
Apple Care Command Center Supervisor
Teleperformance USA
05.2023 - Current
IOS Senior Advisor
Teleperformance USA
08.2018 - 05.2023
Mac Support
Teleperformance USA
09.2017 - 08.2018
IOS Support
Teleperformance USA
07.2017 - 09.2017
Bachelor of Science - Public Management
Florida Atlantic University
Associate of Arts - Agricultural Education And Communication
University of Florida
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