Ian Carter II
Houston,TX
Summary
Dedicated and detail-oriented Customer Service Representative skilled in delivering high-quality support for both hardware and software environments. Known for exceptional communication abilities and a strong aptitude for resolving complex technical issues while providing outstanding customer service. Proven track record in managing customer relationships, troubleshooting problems efficiently, and maintaining a high level of customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Project Coordinator
CTEH
05.2021 - 07.2024
- Managed a team overseeing 6 service stations, consistently providing daily support to over 1,000 individuals, demonstrating strong leadership and coordination skills vital for effective customer service and support operations.
- Safeguarded strict confidentiality and compliance with privacy regulations when handling sensitive patient information, demonstrating a solid understanding of data security and regulatory compliance applicable in IT environments
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
Recruitment Manager
Ohio University | Athens, Ohio
08.2019 - 03.2020
- Monitored and assessed the qualifications of team members in dynamic IT settings, ensuring a strong and capable workforce
- Identified and onboarded qualified candidates, demonstrating proficiency in evaluating technical skills and cultural fit
- Directed a team of 15 recruitment specialists, showcasing leadership and management skills applicable to IT team coordination
- Conducted high school info sessions and educational fairs, illustrating strong communication and interpersonal skills
- Executed on developing and promoting employer branding initiatives to attract top talent to the University.
Customer Support Representative
VXI Global
06.2016 - 08.2018
- Respond to customer inquiries via phone, email, or chat, providing accurate information and resolving issues efficiently.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Troubleshoot and resolve customer problems, ensuring timely and effective solutions while maintaining a positive attitude.
- Meet or exceed performance metrics such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Work closely with other team members and departments to address complex issues and ensure consistent service quality.
Education
Bachelors - Cybersecurity and Information Assurance -
Western Governs University
Salt Lake City, Utah12.2024
Bachelors - Biological Sciences - undefined
Ohio University
Athens, Ohio05.2021
Skills
- Effective Communication
- Conflict Resolution
- Troubleshooting
- Self Starter
- Problem Solving
- Detail Oriented
- Customer Service
- Independent and Team Work
- Networking and Security
- Access Management
- System Monitoring
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Timeline
Project Coordinator
CTEH
05.2021 - 07.2024
Recruitment Manager
Ohio University | Athens, Ohio
08.2019 - 03.2020
Customer Support Representative
VXI Global
06.2016 - 08.2018
Bachelors - Cybersecurity and Information Assurance -
Western Governs University
Bachelors - Biological Sciences - undefined
Ohio University
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
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