Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Joshua Johnson

IT Tech Service Desk Analyst
Nashville,TN

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

IT Field Service Technician

Asurion
Nashville, TN
06.2021 - 07.2022
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Retained existing clients and developed Number new accounts by extending high quality and efficient support service.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Configured hardware, devices and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Developed team communications and information for meetings.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Used coordination and planning skills to achieve results according to schedule.

Appliance Repair Technician

Nashville, TN
07.2017 - 10.2017
  • Help deliver, pick up, and repair washers and dryers

Customer Service Associate

Walmart
Nashville, TN
03.2012 - 12.2016
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Demonstrated items to customers and created customer awareness, interest and sales.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Offered basic technical support for clients on wide range of company products.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Executes excellent sales floor merchandising and selling.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Handled Type customers in fast-paced Type setting in coordination with solid team of Number customer service associates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Cross-trained and provided backup support for organizational leadership.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.

Education

Certificate in Carpentry - undefined

Corps - Mammoth Cave
01.2008 - 01.2009

Diploma - All Studies

Northside High
01.2004 - 01.2007

Skills

Skills Usedundefined

Accomplishments

  • Motivating other coworkers ...
  • Wanting to accomplish our goal ...more
  • Molding Machine Operator
  • Carlisle Tire and Manufacting - Jackson, TN
  • June 2011 to November 2011
  • Responsibilities
  • Compress molding ...
  • Putting tires in press , trimming tires ; check tires and throw them down the line
  • Accomplishments
  • Cooperation
  • Communication ..
  • Dedication ...more
  • Cook and Dishwasher
  • Krystal - Jackson, TN
  • June 2009 to September 2009
  • Cook everything on grill , cleanup crew , cashier

Additional Information

  • Tell us more about yourself Do you have the following license or certification: Driver's License? Yes

Timeline

IT Field Service Technician

Asurion
06.2021 - 07.2022

Appliance Repair Technician

07.2017 - 10.2017

Customer Service Associate

Walmart
03.2012 - 12.2016

Certificate in Carpentry - undefined

Corps - Mammoth Cave
01.2008 - 01.2009

Diploma - All Studies

Northside High
01.2004 - 01.2007
Joshua JohnsonIT Tech Service Desk Analyst