John Odom
El Paso
Summary
Here at ADP I'm experienced in collaborating with cross-functional teams to document solutions and provide exceptional technical assistance. Committed to driving efficient problem resolution and improving customer experiences. Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.
Was an efficient barista with strong interpersonal and communication skills. Handles money, food and diverse customer needs without losing focus or sacrificing service quality. Results-driven professional with strong leadership capabilities and a calm demeanor under pressure.
Overview
18
18
years of professional experience
Work History
Tech Support Analyst II
ADP
El Paso
09.2022 - Current
- Provided technical assistance to clients via phone and email support.
- Diagnosed software and hardware issues for various systems and applications.
- Collaborated with cross-functional teams to resolve complex technical problems.
- Documented troubleshooting steps and solutions in knowledge management systems.
- Trained new staff on support protocols and system functionalities.
- Escalated unresolved issues to senior engineers for further investigation.
- Maintained documentation of service requests and resolutions for future reference.
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Relationship Manager
Altisource
El Paso
09.2020 - 08.2022
- Managed client accounts, ensuring timely communication and support.
- Conducted regular check-ins with clients to maintain engagement and trust.
- Reviewed customer needs and their mortgage accounts to proactively engage and make sure the requirements are met by the customers for the Underwriting Department
- Take inbound calls and help customer service department and default service counseling department process payments for customers that are currently in loss mitigation status
- Make outbound calls on our pipeline to keep in touch with customers to make sure they are staying in compliance with their current loss mitigation plan
Technical Support Representative
Continuum Global
El Paso
05.2020 - 08.2020
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Troubleshot internet and cable hardware issues and worked with service providers to facilitate repairs for end users.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
Barista
Starbucks Coffee Company
El Paso
09.2008 - 05.2020
- Created hand-crafted beverages based upon customer preferences.
- Protected customers by regularly cleaning and sanitizing work areas and equipment.
- Received and accurately processed customer payments.
- Listened to customer desires and needs to recommend optimal products.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Prepared and served hot and cold beverages such as coffee, espresso drinks, blended coffees and teas.
- Operated cash register, collected payments and provided accurate change.
- Gave details on coffee blends and preparation descriptions to customers.
- Weighed, ground and packed coffee per customer orders.
Education
High School Diploma -
Coronado High School
El Paso, TX05.2008
Some College (No Degree) - Criminal Justice
El Paso Community College
El Paso, TXBachelor of Arts - Criminal Justice
The University of Texas At El Paso
El Paso, TX12.2018
Skills
- Call center experience
- Windows 10/Mac IOS
- Hardware diagnostics
- Customer support needs assessment
- Technical Troubleshooting
- Application installations
- Up-selling
- Cooperative team player
- Strong leadership capability
- Calm under pressure
- Time management
- Speedy and efficient
- Multitasking
- Solid problem solver
- Customer service
- Active listener
Timeline
Tech Support Analyst II
ADP
09.2022 - Current
Relationship Manager
Altisource
09.2020 - 08.2022
Technical Support Representative
Continuum Global
05.2020 - 08.2020
Barista
Starbucks Coffee Company
09.2008 - 05.2020
High School Diploma -
Coronado High School
Some College (No Degree) - Criminal Justice
El Paso Community College
Bachelor of Arts - Criminal Justice
The University of Texas At El Paso