Gaynell Davis
Berwyn,IL
Summary
High-performing Tech Support, skilled in understanding, identifying and resolving technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support. Achieved outstanding awards. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Verizon Wireless
11.2006 - 08.2023
- Guided users through step-by-step solutions following technical troubleshooting procedures
- Diagnosed and resolved technical hardware and software issues
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Resolve billing, equipment products and service concerns
- Provided detailed information on how to setup/configure online services
- Assist with online chat solutions
- Assist with registration and email setup
- Maintained detailed records of fulfillment actions and processing of support agreements
- Informed programmers regarding errors and assisted in finding solutions to modify programs
- Participated in training and workshops to enhance skills and acquire resourceful tools
- Guided users with troubleshooting using diagnostic tools
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Concurred with staff to address and resolve complex issues
- Recorded customer issues on database to streamline process and fastrack resolutions
- Researched latest technology and products to stay abreast of current trends
- Upsold and cross-sold value-added products and services to callers
- Managed system performance by monitoring operations and correcting routine issues
- Scheduled training of software applications, data entry and retrieval procedures for end users
- Revised and customized programs suitable for internal needs.
Education
Certification - General Studies
National Louis University
Elgin, IL10.2015
Certification -
American Business Institute
Chicago, IL09.1990
Skills
- Information protection
- Product troubleshooting
- Hardware diagnostics
- Teamwork
- User support
- Internet research
- Good communication
- Conflict resolution
- Time Management
- Quality Assurance
- Software Knowledge
- Critical Thinking
- Adaptability
- Multitasking Abilities
Timeline
Technical Support Representative
Verizon Wireless
11.2006 - 08.2023
Certification - General Studies
National Louis University
Certification -
American Business Institute
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