John King

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Use Microsoft Teams for meetings, chats and communication with supervisions and other team members in real time.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Used ticketing systems to manage and process support actions and requests: eTickets - Novasub, eLations, iVue.
• Using a variety of member tools to gather information and solve customer problems: Calix Cloud, TR-69,Truvizion.
• Used Amino Engage remote in customers Set Top Box
• Used Simple Help to remote in customers computer to assist with email account set-up and setting verification.
  

Since starting at Amazon I have constantly been recommended to learn new skills and processes.

• Non-Con processing- make sure package were assigned to correct group for pick-up.
• Use hand-held devices to verify and scan packages to correct pallets for shipping.
• Audit pallet placement making sure they are staged in correct locations for carrier pick-up.
• Amazon forklift certification
• Prepared and organized envelopes, packages, containers, and pallets with correct merchandise counts

• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Answered questions and provided information to customers about new software or hardware.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk=side support services.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

I assisted with the day-to-day technical issues, like the school's network, printers, iPad's, and desktop computers. I was responsible for testing, re-imaging, and deploying over 50 repurposed laptops for students.

• Provided system and network administration support for Windows, and Cisco systems.
• Managed and updated staff and student’s iPads with Mosyle MDM.
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, application software, and all configurations.
• Created company-wide backups of all network settings and essential data and recovered information.
• Surveyed network usage and logged various points of access to focus on improving system performance and limiting downtime.

Managed and Owned a janitorial company initially with clients in Durham,NC, but later expanded to Wake and Orange Counties in North Carolina.

• Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
• Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
• Built relationships with customers and managed accounts to drive revenue and profit.