Langston Culbreath

In my previous role as an IT Store Support Professional, I utilized ServiceNow and networking services to remotely assist stores, ensuring streamlined support processes. Using ServiceNow, I efficiently managed service requests, maintaining an organized workflow for effective issue resolution. My responsibilities encompassed troubleshooting and resolving technical issues, with a focus on sustaining optimal functionality for store systems. Additionally, I played a vital role in networking services, diagnosing and addressing network-related issues, troubleshooting routers and switches, and implementing solutions to enhance overall network performance. Collaboration with store personnel was essential, and I frequently engaged with other departments and escalation groups to address complex issues, ensuring comprehensive and effective solutions. Providing clear communication, whether resolving software glitches, optimizing network configurations, or assisting with hardware setups, was crucial in my efforts to deliver efficient and reliable support, contributing to the seamless operation of the stores' IT infrastructure.

As an IT Warranty Field Tech with World Wide Tech Services, my primary responsibility revolved around providing on-site technical support for warranty-related issues. I traveled to client locations to diagnose, troubleshoot, and resolve hardware and software problems covered under warranty agreements, with a key focus on ensuring the optimal functionality of IT equipment, including computers, servers, and peripherals. Working closely with clients, I addressed specific technical needs promptly, performing system upgrades, applying necessary patches, and maintaining a thorough understanding of warranty terms. As a representative of World Wide Tech Services, I prioritized professionalism and strived for excellent customer service, contributing to positive client relationships. Documenting and reporting technical issues, providing feedback for service efficiency improvement, and staying updated on technological advancements through relevant training programs are integral to my role.

In my previous role as a Break-Fix IT Technician at Tech Castle, I played a pivotal role in addressing and resolving a spectrum of hardware and software issues within diverse information technology systems. I troubleshooted computer issues, including OS problems, viruses, and hardware failures, employing my expertise to ensure optimal functionality. In addition to diagnosing and implementing effective solutions, I recorded completed repairs, documented all further repairs required, and managed parts orders on service call tickets. I meticulously reviewed blueprints and manuals to guide the repair process, while also maintaining equipment performance through regular cleaning and lubrication of components. Moreover, I maintained detailed inventories of supplies and parts, placing frequent orders to ensure seamless operations. Keeping accurate records of progress, parts, and timelines was a priority, and I excelled in preparing precise estimates and work orders for customers, considering expected labor and parts requirements for each job.

• Installed new systems and components according to service orders and manufacturer instructions.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Juggled multiple projects and tasks to ensure high quality and timely delivery.
• Demonstrated self-reliance by meeting and exceeding workflow needs.

• Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
• Improved overall customer purchasing experiences to promote steady revenue.
• Demonstrated product features to align with customer needs.
• As a Tech Associate I am responsible for multiple tasks such as BOPIS(buy online pick-up in store) and ship from store orders that come in electronically. I am also responsible for creating work orders by connecting personal computers to the Matrix (remote tech support server) that customers bring in or buy in store.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Upheld high standards of customer services by responding to inquiries, needs and problems.
• Reviewed customer account information to determine current issues and potential solutions.
• Processed customer account changes with proprietary software.
• Manage large amounts of inbound calls in a timely manner.

• Conferred frequently with the customer to meet delivery schedule targets and incorporate late adjustments.
• Applied defensive driving and safety techniques to prevent accidents.
• Contacted customers prior to delivery to coordinate delivery times.
• Inspected and maintained personal vehicle supplies and equipment to ensure my vehicle remain in proper working condition.
• Selected and adjusted routes to maximize vehicle fuel economy and decrease delivery times.