Joshua Edmond
Miai,FL
Summary
Efficient Customer service professional with demonstrated success in technical support. Well-versed in remote troubleshooting and repair. Excellent communication and organizational abilities with hardworking and detail-oriented nature. Trained in technical support and infrastructure management. Knowledgeable about supporting users with in-person and remote assistance. Quality-driven and self-motivated individual with a superior work ethic and diligent nature.
Overview
4
4
years of professional experience
1
1
Certification
Work History
General Merchandise Associate
Target
05.2023 - Current
- Balanced multiple responsibilities simultaneously during peak times while remaining focused on delivering exceptional service experiences.
- Helped customers select merchandise by offering multiple product options fitting specific needs.
- Developed strong relationships with regular clientele which led to increased loyalty towards our general merchandise offerings.
- Participated in storewide promotions and events, enhancing overall brand visibility within the local community.
- Provided product information and recommendations to customers, resulting in increased sales and repeat business.
- Maintained knowledge of current products, trends, and store offerings, enabling better assistance to customers seeking guidance on purchases.
- Addressed customer inquiries promptly both in-person or over the phone, establishing trust through effective communication skills.
- Contributed to loss prevention efforts by monitoring high-value items and reporting suspicious behavior to supervisors.
- Worked closely with department managers to identify opportunities for improvement in product selection or presentation techniques.
Customer Service
Publix
08.2020 - 04.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Proactively identified potential challenges and offered innovative solutions for addressing them before they became critical issues.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Offered additional resources or referrals to customers as needed, demonstrating commitment to their satisfaction beyond the initial interaction.
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
Education
Miami Dade College
Miami, FL 09.2020 - 12 2023
Bachelor of Science - Cybersecurity
Southern New Hempshire University
Manchester, NH01.2028
High School Diploma -
William H Turner Technical Arts Senior High
Miami, FL06.2020
Skills
- Workplace Safety
- Customer Engagement
- Goal-oriented mindset
- Cash handling proficiency
- Security understanding
- Internet of Things
- Telecommunications
- Technical support knowledge
- Application installations
- Customer Support
- Desktop Component Repair
- Hardware Configuration
- Application support
- Software Debugging
- Security Protocols
- Virtualization Technologies
- Software Installation
- User Training
- Technical documents comprehension
- Issue Troubleshooting
- Ticket management
- System Administration
- Systems Analysis
- TCP/IP
- Microsoft Office Specialist (MOS) Expert
- Windows 10
- Wide-area Networks
- Desktop support
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Training delivery
- Reliability
- Multitasking Abilities
- Organizational Skills
- Team Collaboration
- Clear Communication
- Phishing Awareness
- Network Security
- Vulnerability Assessment
- Two-Factor Authentication
- Encryption Techniques
- Identity Management
- Social Engineering
- Security Information and Event Management
- Cryptography
- Operating System Security
- Wireless Security
- Virtualization Security
- Intrusion Detection
- Disaster Recovery Planning
- Database Security
- Security Auditing
- Incident Response
- Security Operations Center
- Public Key Infrastructure
- Access Control
- Transport layer security
- Risk Assessment
- Wireshark software
- Data Encryption
- Information Governance
Accomplishments
- Achieved the Microsoft Azure 900 certification by completing cloud based modules and labs with accuracy and efficiency.
- Achieved the Microsoft Office Specialist Certification through effectively helping with implementing inventory tracking, creating detailed and formatted reports and introduced presentation based methods to train individuals.
- Achieved the Cisco: Intro to Cybersecurity & Intro to Networking Badge as well as the IBM Cloud Advocate Essentials Badge
- Achieved the MTA: 98-349 Windows Operating Systems Certification
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed numerous calls per day, providing information and service to ensure customer satisfaction.
Certification
- Microsoft Office Specialist (MOS) Certification
- Microsoft Azure 900
- 98-349 Windows Operating System
- IBM Cloud Advocate
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
General Merchandise Associate
Target
05.2023 - Current
Miami Dade College
09.2020 - 12 2023
Customer Service
Publix
08.2020 - 04.2024
Bachelor of Science - Cybersecurity
Southern New Hempshire University
High School Diploma -
William H Turner Technical Arts Senior High