James Thomas
Vincentown,NJ
Summary
Dynamic Customer Support Technician with a proven track record at Dell Technologies, excelling in hardware troubleshooting and delivering empathetic support. Recognized for enhancing customer satisfaction through effective problem resolution and collaboration, consistently exceeding performance metrics. Committed to improving client loyalty while managing high-pressure situations with professionalism and skill.
Diligent hardware replacement with solid foundation in customer support and hardware troubleshooting. Proven ability to resolve issues efficiently, enhancing customer satisfaction and loyalty. Demonstrated expertise in utilizing communication and problem-solving skills to address complex inquiries.
Overview
19
19
years of professional experience
Work History
Customer Support Technician
Dell Technologies
03.2018 - 03.2023
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.
- Managed high-pressure situations calmly when assisting frustrated customers, defusing tensions while providing efficient resolutions.
- Collaborated with team members to increase overall productivity and deliver exceptional support service.
- Exceeded performance metrics consistently through diligent work ethic and commitment to excellent customer service.
Senior Customer Service Engineer
Dell EMC
10.2013 - 03.2018
- Provided exceptional customer service, leading to increased repeat business and positive feedback from clients.
- Provided critical support during high-profile client engagements, earning recognition from senior leadership for outstanding performance under pressure.
- Enhanced customer satisfaction by quickly addressing and resolving technical issues.
- Collaborated with cross-functional teams to address complex customer concerns and ensure timely resolutions.
Customer Service Engineer
EMC Corporation
06.2006 - 10.2013
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Implemented proactive maintenance plans for clients, reducing downtime and increasing overall system reliability.
- Increased equipment uptime by efficiently diagnosing hardware malfunctions and performing necessary repairs or replacements.
Customer Support Re
WebMD
04.2004 - 05.2006
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Exceeded performance metrics by consistently providing high-quality support to clients.
Education
Associate of Applied Science - Computer Programming
DeVry University
North Brunswick03-2006
Associate of Applied Science - Computer And Information Systems
DeVry University
North Brunswick03-2004
Skills
- Installations and repairs
- Software installation
- Hardware troubleshooting
- Hardware installation
- Equipment installation
- Hardware and software repair
- CRM experience
- Remote support
Accomplishments
EMC certified
- Hardware Replacement
- Upgrade software/firmware
DELL Technology
- Hardware Replacement
- Upgrade Software
Timeline
Customer Support Technician
Dell Technologies
03.2018 - 03.2023
Senior Customer Service Engineer
Dell EMC
10.2013 - 03.2018
Customer Service Engineer
EMC Corporation
06.2006 - 10.2013
Customer Support Re
WebMD
04.2004 - 05.2006
Associate of Applied Science - Computer Programming
DeVry University
Associate of Applied Science - Computer And Information Systems
DeVry University
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