Joshua Carl
IT Specialist
Pineville,NC
Summary
Talented professional considered knowledgeable leader and dedicated problem solver bringing over 20 years of customer service experience. Experience working in fast paced and time sensitive environments. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Technology Support Specialist II
Charlotte Mecklenburg Schools
10.2023 - Current
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
- Maintained comprehensive documentation of IT processes, updates, and troubleshooting procedures to streamline future problem resolution efforts.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Optimized technology support by providing timely and effective troubleshooting for hardware and software issues.
- Strong working knowledge of core technologies (including but not limited to): AD, O365, Azure, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Windows and Apple OS/iOS.
- Developed rapport with customers through active listening skills, leading positive feedback from clients.
Customer Service Supervisor
American Airlines
05.2007 - 05.2023
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Produced and shared customer service reports to support management decision-making.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Bachelor of Science - Communication And Marketing
Western Carolina University
Cullowhee, NC 08.2001 - 12.2005
Skills
Training and mentoring
Customer Relations
Team Building
Staff Management
Customer service expert
Problem-solving
Adaptability and flexibility
Team building and leadership
Customer relations
Time management
Sales support
Certification
Google Cybersecurity Professional Certificate
Timeline
Technology Support Specialist II
Charlotte Mecklenburg Schools
10.2023 - Current
Google IT Professional Certificate
08-2023
Google Cybersecurity Professional Certificate
07-2023
Customer Service Supervisor
American Airlines
05.2007 - 05.2023
Bachelor of Science - Communication And Marketing
Western Carolina University
08.2001 - 12.2005
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