ESROM MARGAI
Canal Winchester,OH
Summary
CompTIA A+,CompTIA Network + Certified & CompTIA Sec + Certified
Sales associate with 20+ years of customer service experience and an aptitude for making customers happy. Experienced with computer hardware and computer-related troubleshooting. Seeking to blend my customer service and computer skills in a helpdesk,Tier 1 or similar position.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Deputy Auditor
Franklin County Auditor’s Office
01.2019 - 01.2023
- Utilized strong financial forecasting skills to support budgetary formulation and decision-making processes
- Demonstrated advanced proficiency in Microsoft Office 365 suite, streamlining administrative tasks and enhancing productivity
- Efficient using Active directory and Windows 11
- Managed information systems and programs effectively, ensuring data integrity and accessibility
- Resolved technical issues related to online internal software programs, minimizing downtime and maximizing operational efficiency and resolving any issues while offering end user support
- Provided exceptional customer service, technical support to users in person and remotely utilizing ticket system.
Customer Service Representative
JP Morgan Chase
01.2015 - 01.2019
- Acted as a Telephone Banker, prioritizing the best interests of both internal and external customers
- Demonstrated a strong sense of urgency to meet critical customer deadlines and followed through on commitments
- Managed bank accounts and advocated on behalf of customers to deliver optimal solutions
- Established rapport with customers through respectful, courteous, and professional communication
- Built long-term relationships with customers, fostering loyalty and satisfaction
- Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible
- Took ownership and demonstrated personal accountability in resolving customer issues
- Exhibited tenacity in finding the right solutions to meet customer needs
- Provided customer service and technical support to customers via phone calls.
Mentor and Job Coach
Capitol Hill Support Services
Washington DC
01.2013 - 01.2015
- Provided mentorship/job coaching tailored to each individual
- Resolved client requests and addressed internal operational issues, ensuring smooth operations
- Led training on basic computer utilization, summarizing highly technical concepts and systems for a non-technical audience
- Managed the admission process for clients transitioning from Correctional Facilities, ensuring a seamless transition
- Prepared and maintained reports on daily activities and goals, facilitating progress tracking and program evaluation.
Education
Skills
*Computer Hardware and Software
Cybersecurity Hardware Installation Hardware Troubleshooting Linux MacOS-MalwareIdentificationSoftware TroubleshootingSystem Backup and RecoveryThreat Detection and AnalysisWindows
*Computer Networking
Data SecurityFirewallConfiguration Network management,Security,and Trouble shootingRouting and SwitchingSoftware Defined NetworkingVulnerability ManagementDNSDHCPVPNWAN
*Customer Service
CommunicationEmpathyHelp DeskTechnical SupportProduct KnowledgePatienceTeamwork
Certification
o CompTIA A+ Certified
o CompTIA Network + Certified
o CompTIA Security + Certified
o Columbus State Community College
Timeline
Deputy Auditor
Franklin County Auditor’s Office
01.2019 - 01.2023
Customer Service Representative
JP Morgan Chase
01.2015 - 01.2019
Mentor and Job Coach
Capitol Hill Support Services
01.2013 - 01.2015
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