Jeremy McGhee
Winterville,NC
Summary
Dynamic IT and customer service professional with a proven track record in technical support and customer success management. Expert in network troubleshooting and team collaboration, consistently enhancing customer satisfaction and operational efficiency. Committed to leveraging technical and interpersonal skills to drive achievements and surpass expectations.
Overview
12
12
years of professional experience
Work History
Remote IT Support Specialist
Qurate Retail Group
01.2020 - 11.2023
- Successfully provided high-quality remote IT support, achieving elevated customer happiness.
- Acquired proficiency in utilizing diagnostic tools.
- Established connections between computers and peripheral equipment for increased efficiency.
- Documented issues and resolutions to improve the knowledge base and prevent recurring problems.
- Boosted issue resolution efficiency by delivering effective problem-solving strategies.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
IT Technician
IHG
01.2018 - 01.2021
- Delivered remote technical support and resolved hardware, software, and network issues for IHG's international locations.
- Install, configure, and maintain computer systems remotely.
- Resolved IT service desk tickets efficiently while maintaining adherence to priority levels.
- Coordinate with various departments to achieve seamless IT system integration across the company.
- Maintained positive working relationship with fellow staff and management.
- Participated in team meetings to discuss project status updates.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Maintained firewall settings and antivirus software updates.
Remote Customer Service Representative
Qurate Retail Group
01.2018 - 01.2020
- Resolved large volumes of customer inquiries promptly in a dynamic setting.
- Effectively managed and resolved client issues.
- Stayed upbeat while ensuring customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
Front Office Manager
IHG
Greenville, USA
01.2016 - 01.2018
- Oversaw comprehensive front office operations, encompassing team members and procedures.
- Facilitated seamless guest experiences by ensuring high service standards at the front desk.
- Addressed guest needs and concerns promptly with a focus on service recovery.
- Conducted interviews, extended offers, and prepared new hires for successful onboarding.
- Coordinated seamlessly between Front Office and various departments.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Customer Service Representative
IHG Holiday Inn Express Hotel
Greenville, USA
01.2012 - 01.2016
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
Education
AAS - Information Technology: Network Management
Lenoir Community College
Kinston, NC05.2024
High School Diploma -
Ayden-Grifton High School
Ayden, NC05.2004
Some College (No Degree) - Information and Industrial technology and Cybersecurity
East Carolina University
Greenville, NCSkills
- Network troubleshooting
- Technical support
- Remote desktop support
- Remote support
- Software installation
- Ticket management
- Problem solving
- Team collaboration
- Technical troubleshooting
- Customer service expert
- Hardware troubleshooting
- Customer success management
Timeline
Remote IT Support Specialist
Qurate Retail Group
01.2020 - 11.2023
IT Technician
IHG
01.2018 - 01.2021
Remote Customer Service Representative
Qurate Retail Group
01.2018 - 01.2020
Front Office Manager
IHG
01.2016 - 01.2018
Customer Service Representative
IHG Holiday Inn Express Hotel
01.2012 - 01.2016
AAS - Information Technology: Network Management
Lenoir Community College
High School Diploma -
Ayden-Grifton High School
Some College (No Degree) - Information and Industrial technology and Cybersecurity
East Carolina University
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