Summary
Overview
Work History
Education
Skills
Timeline
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Kareem Nelson

Production Associate
El Sobrante,CA

Summary

Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

16
16
years of professional experience

Work History

Production Associate

Tesla
Fremont, CA
08.2020 - Current
  • Supported production needs by performing routine tasks using standard procedures and equipment.
  • Prepared materials for assembly work to keep workflows running smoothly.
  • Safely operated hand and power tools to complete repetitive tasks.
  • Delivered troubleshooting assistance to bring machines back to full functionality.
  • Workstation Trainer
  • Safety Coordinator
  • Recognized by management for innovative improvement to workstation which improved safety

Driver

Lyft
Fairfield, CA
10.2018 - 06.2020
  • Provide safe & courteous transportation to customers via Lyft app.

Tier 2 Senior Mac Advisor

Kelly Services
Marietta, GA
11.2013 - 01.2018
  • Received calls from Tier 1 Advisors when customers requested a supervisor or when associates could not gain agreement with the customer or issue
  • Patiently walked individuals through basic troubleshooting tasks.
  • Resolve customer technical issues and complaints related to Apple ID, iPhones, iPads, iPods, MacBook, iMac, Apple Watch, AirPort Time Capsule & Apple Tv
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Answered 40 daily incoming calls from residential and small business customers on Apple and Itunes products.

Tier 1 Mac Advisor

Kelly Services
Marietta, GA
10.2011 - 10.2013
  • Greeted customers warmly and ascertained the problem or reason for calling
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Resolved customer technical issues and complaints related to Apple ID, iPhones, iPads, iPods, MacBook, iMac, Apple Watch, AirPort Time Capsule & Apple Tv
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Mentor for new hires, worked with Team Lead to create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

Subject Matter Expert

Bank Of America
Kennesaw, GA
01.2005 - 10.2009
  • Provided exemplary level of customer service to Private Banking clients and company personnel.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Resolved escalated issues via phone or correspondence
  • Coached associates to the appropriate goals set within the Advance Development group
  • Monitored several calls monthly per associate providing feedback and listening for frontline associates
  • Scheduled Feedback sessions with Managers in attendance for each associate
  • Attended Calibration Sessions with quality task-force and management for consistency
  • Developed and maintained Quality Assurance procedure documentation.
  • Configured hardware, devices and software to set up work stations for employees.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Fraud Analyst I

Bank Of America
Kennesaw, GA
07.2003 - 01.2005
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Provided exemplary level of customer service to clients and company personnel.
  • Improved operations through consistent hard work and dedication.
  • Recognized & Awarded for innovative improvement to online banking customer alert process

Education

High School Diploma -

Valdosta High School
Valdosta, GA
06.2022 - 01.1997

Morris Brown College
Atlanta, GA

Skills

  • Desktop support
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Timeline

High School Diploma -

Valdosta High School
06.2022 - 01.1997

Production Associate

Tesla
08.2020 - Current

Driver

Lyft
10.2018 - 06.2020

Tier 2 Senior Mac Advisor

Kelly Services
11.2013 - 01.2018

Tier 1 Mac Advisor

Kelly Services
10.2011 - 10.2013

Subject Matter Expert

Bank Of America
01.2005 - 10.2009

Fraud Analyst I

Bank Of America
07.2003 - 01.2005

Morris Brown College

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Kareem NelsonProduction Associate