Overview
Work History
Education
Skills
Timeline
Generic

Isam Elder

Westlake

Overview

6
6
years of professional experience

Work History

Help Desk Support Specialist

Jones Day
Cleveland
05.2023 - Current
  • Addressed and resolved 30-35 tickets daily related to hardware, software, and network issues promptly to ensure minimal downtime.
  • Troubleshoot and resolve MS Office suite problems, including Word, Excel, PowerPoint, and Outlook.
  • Assist with the setup, configuration, and maintenance of workstations, laptops, and mobile devices.
  • Gathered customer feedback and reported it to management for further action.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.

Customer Care Advocate

Hyland Software
Westlake
03.2021 - 05.2023
  • Developed strategies for improving customer service operations, policies and procedures.
  • Ensure a high level of customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution by channeling requests to the appropriate resources in a timely fashion.
  • Documented all customer and partner interactions in the case management system according to department guidelines.
  • Maintain regular communication with assigned customers and partners.

Sales Specialist

Apple
Westlake
08.2019 - 03.2021
  • Matching users with an everyday product that they can use as well as purchase options, and Product Zone sales processes.
  • Connecting small businesses with Apple's business team to further enhance their businesses.
  • Link customers with Apple Care on products to ensure long term protection on their devices.

Education

Bachelor of Science - Software Engineering

Western Governors University
Salt Lake City, UT
06-2023

Skills

  • Technical troubleshooting
  • Microsoft Office
  • Hardware support
  • Sales Experience
  • Customer service
  • Product knowledge
  • Team collaboration

Timeline

Help Desk Support Specialist

Jones Day
05.2023 - Current

Customer Care Advocate

Hyland Software
03.2021 - 05.2023

Sales Specialist

Apple
08.2019 - 03.2021

Bachelor of Science - Software Engineering

Western Governors University

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Isam Elder