Kwame Opoku
Antioch,TN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
TheWholeSaleCapital LLC
03.2022 - 12.2024
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
Customer Service Representative
Courtyard Marriott
07.2020 - 03.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
HELPDESK REPRESENTATIVE
TRACTOR AND SUPPLY CO
03.2017 - 07.2020
- Provided level 1 and 2 technical support for 150+ users
- Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers
- Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue
- Performed technical troubleshooting with an enterprise environment including systems crashes, slow-downs and data recoveries
- Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions
- Closed 95% of trouble tickets on the first call without escalation
Education
Bachelor of Arts -
Middle Tennessee State University
Murfreesboro, TNGED -
Albert Einstein High School
Sacramento, CA05.2011
Skills
- Customer Service
- Problem-solving abilities
- Password resets
- Application support
- Incident resolution
- Remote support
Certification
Microsoft Office
Azure
Timeline
IT Help Desk Technician
TheWholeSaleCapital LLC
03.2022 - 12.2024
Customer Service Representative
Courtyard Marriott
07.2020 - 03.2022
HELPDESK REPRESENTATIVE
TRACTOR AND SUPPLY CO
03.2017 - 07.2020
Bachelor of Arts -
Middle Tennessee State University
GED -
Albert Einstein High School
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