GARFIELD DAVIS
Casselberry,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
IT Support Specialist
Summit Broadband
Orlando, FL
11.2014 - 12.2022
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Determined hardware and basic Computer system issues using proactive troubleshooting techniques.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded any technical support needs.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Answer customer requests by emails, chat, social media regarding service offerings billing and equipment.
- Follow up with proper internal/external documentation and working with other departments to resolve reported problems.
- Property utilize third party and stand-alone software to resolved every type of customer inquiry/issues.
- Attend regularly scheduled training sessions on new tools and scheduled and pass corresponding test.
- Maintain confidentiality of customer information and documentation of customer files.
- Practice good organization and time management skills.
Fraud Prevention Analyst
SunTrust Banks, Inc. NYSE: STI
Orlando, FL
10.2013 - 11.2014
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Respond to over 50 calls from clients in regards to case resolution and EFT Billing rights in accordance to Federal Regulation E, NACHA Compliance Uniform Commercial Code, and Sun-Trust Bank policy.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
IT Technical Support Specialist
Comcast Cable Company
Orlando, FL
08.2006 - 07.2013
- Managed over 60 customer accounts, responding to inquiries and resolving customer service issues
- Providing New Connect, Re-Connect and change of Service Installations, Upgrades Down Grades and disconnects of high speed internet Cable TV Services.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Coordinated responses and resources to handle special client requests.
- Work as lead support helping co-workers with there computer issues.
- Consistently demonstrate verbal and listening skills, gathering information that results in first call resolution.
Education
Associate of Arts - Industrial Electronics Technology
Technical Career Institutes
New York, NY12.1998
Skills
- LAN and WAN Assessment
- Customer Communication and Empathy
- Diagnose Faults
- Software and Hardware Implementation
- Data Connectivity
- Microsoft Windows and Office, Excel, Windows XP, MACS, DOS, TCP/IP
- Functional Testing Experience (soldering circuit boards)
- Typing 45-55 wpm
- Wireless Area Networking
- Read and interpret schematic diagrams
- Consistently develop and sustain supportive work relationships
- Perform tasks effectively without supervision
Timeline
IT Support Specialist
Summit Broadband
11.2014 - 12.2022
Fraud Prevention Analyst
SunTrust Banks, Inc. NYSE: STI
10.2013 - 11.2014
IT Technical Support Specialist
Comcast Cable Company
08.2006 - 07.2013
Associate of Arts - Industrial Electronics Technology
Technical Career Institutes