Microsoft Office
Jon Akans
IT Support
Laguna Hills,CA
Summary
Experienced and detail-oriented IT support professional with a background in customer service. Highly organized, self-motivated, and proficient with all Microsoft products. A dedicated professional with knowledge of service delivery and proven multitasking abilities. 3+ years experience growing in the field. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Freedom Mortgage
Remote, CA
12.2021 - Current
- Answering inbound and making outbound calls
- Responding to customer requests within set time frames
- Delivering exceptional quality of service to every customer
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Providing information and knowledgeable assistance to customers quickly and accurately
- Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required
- Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
Unemployed
N/A
Laguna Hills, CA
04.2020 - 12.2021
- Caregiver to parents during pandemic.
- Helped manage money, pay bills and shop for groceries or personal items.
- Monitored vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Supported with mental support and physical activities to accomplish quality of life and sustain needs.
- Transported via wheelchair to and from rehabilitation and daily activities.
- Assisted with daily living needs to maintain self-esteem and general wellness.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Senior Customer Service Technician/Trainer Assistant
Conduent
Beaverton, OR
01.2017 - 04.2021
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer issues using technical experience, passion and creativity to meet their needs with incredible customer service.
- To ensure call resolution in a timely manner, have excellent verbal and written communication skills, maintain highest standards of quality, guarantee customer satisfaction on every call, and to provide product solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to engineers when standard processes were not effective.
- Mentor and trained new team members on service techniques and provided scoring through quality assurance program.
Customer Service Representative
Foodler
Remote, CA
04.2015 - 11.2016
- Acted as intermediary between restaurants and customers in fast-paced work-from home position
- Handled inbound and outbound calls, responding quickly to incoming emails, troubleshooting technical issues, and communicating with team of fellow customer service representatives.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information regarding charge accounts and loyalty programs.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Caregiver
N/A
Irvine, CA
02.2014 - 04.2015
- Caregiver to aunt.
- Helped manage money, pay bills and shop for groceries or personal items.
- Monitored vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Supported with mental support and physical activities to accomplish quality of life and sustain needs.
- Transported via wheelchair to and from rehabilitation and daily activities.
- Assisted with daily living needs to maintain self-esteem and general wellness.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Prep Cook/Kitchen Lead
Old Spaghetti Factory
Newport Beach, CA
12.2012 - 02.2014
- Cut and cleaned all vegetables, prepared and cooked all meats and sauces to recipes and finally cleaned and sanitized kitchen and equipment after service.
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.
- Received shipments and placed items on proper shelves to restock and organize restaurant pantry.
- Washed, peeled and cut fruits and vegetables in advance to save time on food preparation.
- Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping and taking out trash.
- Collaborated with servers to collect information about specific customer desires and dietary needs.
- Trained and assisted new kitchen staff members.
- Measured, weighed and mixed appropriate ingredients according to recipe directions.
- Managed opening and closing shift kitchen tasks.
- Oversaw scheduling, inventory management and supply ordering to maintain fully stocked kitchen.
- Suggested actionable improvements to streamline training procedures.
- Maintained food safety and sanitation standards.
Prep/ Pizza Cook
Whole Foods Market
Laguna Niguel, CA
10.2012 - 02.2014
- Used pizza cutter to slice pizzas according to size and customer specifications.
- Operated pizza oven and other kitchen equipment safely to protect team members from harm and equipment from damage.
- Prepared raw materials for cooking by cutting vegetables and preparing dough.
- Prepared ingredients ahead of time to promote efficiency in dish garnishing.
- Followed order specifications to select proper crust and topping ingredients, assembling full pizzas following company measurement standards.
- Monitored and maintained clean working areas and cooking surfaces.
- Prepared dough from scratch using old world recipe and added toppings, cheese and sauce for unique pies.
- Upheld optimal staff and customer protections by monitoring food handling, cleaning and sanitation protocols.
Student
Left Country for School
Edinburgh, UK
02.2011 - 10.2012
- Studied abroad at University of Edinburgh.
- Searched at library and in scholarly databases to locate necessary information for research projects.
- Followed school and classroom policies, regulations, dress codes and schedules.
Assistant Manager/ Delivery Driver
Pizza Co
San Clemente, CA
08.2009 - 02.2011
- Maintaining clean, organized and fast-paced environment while also preparing and cooking food
- Scheduling and leading team members through day's tasks
- Maintaining balanced cash register
- Driving deliveries promptly and accurately every time
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Achieved recognition for contribution to store success by optimizing sales.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Monitored security and handled incidents calmly.
- Identified inefficiencies leading to improved productivity.
- Trained and assisted new kitchen staff members.
- Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.
- Oversaw scheduling, inventory management and supply ordering to maintain fully stocked kitchen.
Teller
Bank of America
Laguna Hills, CA
08.2008 - 06.2009
- To provide excellent and accurate customer service when assisting bank patrons with their bank transactions
- To maintain and balance cash drawers
- Finally, to help sell bank products to customers.
Computer Tech/Assistant Manager
Circuit City
Laguna Hills, CA
11.2005 - 10.2008
- Performed skilled work in installation, upgrading, diagnoses, repair, and maintenance of customers' computers and related peripheral equipment
- Assisted customers in operation and basic maintenance of their computers and to provide technical support for all hardware and related equipment
- Helped inform customers about any electronics around store and provide assistance in sale of products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Maintained accurate records of communications, remedial actions and installation activities.
- Executed technology implementation projects, minimizing down times and business disruptions.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Backed up company data on regular basis, successfully recovering critical information after malware attacks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Education
Some College (No Degree) - Business Administration And Management
Portland Community College
Portland, OR 11.2016 - 08.2018
Some College (No Degree) - Biology
University of Edinburgh
Scotland 09.2011 - 03.2012
Some College (No Degree) - Biology
University of California Riverside
Riverside, CA 08.2006 - 06.2008
Skills
Excellent written and oral communication
Help Desk Operations
AV installation and Management
Software deployment management
Network component installations
Hardware and software installation
Computer imaging
Hardware and Software diagnosis
Backup and recovery
Customer service expert
Network diagnostics
Software
Windows and MacOS
QuickBooks
Communication Software (Slack, Skype, Zoom)
Google Workspace ( G Suite)
Timeline
Customer Service Representative
Freedom Mortgage
12.2021 - Current
Unemployed
N/A
04.2020 - 12.2021
Senior Customer Service Technician/Trainer Assistant
Conduent
01.2017 - 04.2021
Some College (No Degree) - Business Administration And Management
Portland Community College
11.2016 - 08.2018
Customer Service Representative
Foodler
04.2015 - 11.2016
Caregiver
N/A
02.2014 - 04.2015
Prep Cook/Kitchen Lead
Old Spaghetti Factory
12.2012 - 02.2014
Prep/ Pizza Cook
Whole Foods Market
10.2012 - 02.2014
Some College (No Degree) - Biology
University of Edinburgh
09.2011 - 03.2012
Student
Left Country for School
02.2011 - 10.2012
Assistant Manager/ Delivery Driver
Pizza Co
08.2009 - 02.2011
Teller
Bank of America
08.2008 - 06.2009
Some College (No Degree) - Biology
University of California Riverside
08.2006 - 06.2008
Computer Tech/Assistant Manager
Circuit City
11.2005 - 10.2008