Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ian Francis

Locust Grove,GA

Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

8
8
years of professional experience

Work History

Help Desk Associate

Arise
Atlanta, GA
04.2022 - Current
  • Answered incoming calls, emails and chats to provide technical assistance and troubleshooting.
  • Resolved customer complaints regarding technical problems with products or services in a timely manner.
  • Provided support for hardware, software, networking, mobile devices and other technology related issues.
  • Assisted customers with setting up new accounts on the company's website and applications.
  • Created user accounts in Active Directory and granted access rights accordingly.
  • Updated existing documentation based on changes made in the environment over time.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Assisted customers with instructional support and product troubleshooting.
  • Supported customers with password resets and account customization.
  • Initiated shipments to send equipment to clients and tracked return shipments.
  • Used remote login tools to assist clients with technical and product questions.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Supported customers with online billing, access and account issues.
  • Maintained positive working relationship with fellow staff and management.

Licensed Realtor

1st Class Realty Premier
Atlanta, GA
08.2016 - Current
  • Negotiated contracts and educated sellers and buyers about legal disclosures.
  • Managed real estate transactions from initiation to closing.
  • Represented buyers and sellers in major real estate transactions.
  • Generated list of properties to meet specific client needs.
  • Promoted sales through advertising, open houses and Multiple Listing Services.
  • Established positive flow of communication with clients, banks and attorneys to foster seamless property transactions.
  • Hosted property tours and open houses to generate property interest and network with potential clients.
  • Scheduled home viewings with potential buyers.
  • Analyzed market statistics to identify trends and evaluate current property listings.
  • Accompanied buyers during property inspections.
  • Maintained current and accurate CRM database of prospective customers.
  • Evaluated mortgage options to help clients obtain financing at best rates and terms.
  • Promoted listings on social media and print advertisements.
  • Grew client base by acquiring new customers and identifying needs to deliver relevant real estate investments.
  • Performed profit and loss analysis and ROI assessment for purchases of income properties.

Education

Certificate - Information Technology

DeVry University
Downers Grove, IL
03-2024

Bachelor of Science - Technical Management

DeVry University
Downers Grove, IL
06.2006

Skills

  • Leasing and Sales
  • Property Management
  • Sales and Marketing Strategy
  • Networking and Prospecting
  • New Home Sales and Consulting
  • Property Research
  • Verbal and Written Communication
  • Property Improvements
  • Terms Review and Enforcement
  • Buyer and Seller Representation
  • Purchase Agreement Writing
  • Contract Preparation
  • Leads Prospecting
  • Sales Promotion
  • Adaptability and Flexibility
  • P&L Analysis
  • Marketing and Advertising
  • Software Updates
  • Document Review
  • Network Administration
  • Company policy adherence
  • Safety protocol
  • Forecasting ability
  • Document Management
  • Audit Support
  • IT service management
  • Network infrastructure updates
  • Device configuration
  • Project Management
  • Data Collection
  • Problem-solving skills
  • Web development
  • Presentations
  • Business Intelligence
  • Task Prioritization

Timeline

Help Desk Associate

Arise
04.2022 - Current

Licensed Realtor

1st Class Realty Premier
08.2016 - Current

Certificate - Information Technology

DeVry University

Bachelor of Science - Technical Management

DeVry University

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Ian Francis