Summary
Overview
Work History
Education
Skills
Software
Timeline
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LaQuina Johnson

Detroit,MI

Summary

Dynamic Technical Support Specialist with Comcast, recognized for enhancing customer satisfaction through effective troubleshooting and incident management. Proven ability to resolve diverse technical issues while maintaining strong client relationships. Skilled in remote support and verbal communication, achieving high first-call resolution rates and streamlining processes for improved efficiency.

Overview

12
12
years of professional experience

Work History

Technical Support Specialist

Comcast
02.1999 - 04.2006
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Resolved 100 technical support inquiries per day.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Recorded and maintained relevant notes for each client and work order.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Walked individuals through basic troubleshooting tasks.
  • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Tracked computer equipment, peripherals and network servers via master documentation in Excel.
  • Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.

Petroleum Supply Specialist

US Army Reserve
12.1997 - 02.2004
  • Handled and transported fuel to vehicles and aircraft.
  • Maintained accurate records of petroleum transactions, tracking volumes received, distributed, and consumed for financial reporting purposes.
  • Assembled refueling systems and equipment and performed quality assurance.
  • Tested fuel products and handled hazardous materials.
  • Conducted regular audits of petroleum storage facilities, ensuring compliance with safety regulations and environmental standards.
  • Inspected equipment, performed basic repairs and conducted scheduled maintenance actions.
  • Supervised reception, storage and shipping of fuel.
  • Implemented quality control measures to maintain consistency in product specifications across all shipments received from suppliers.
  • Regulated variables such as temperature and pressure to maintain optimal flow.
  • Coordinated logistics activities for transporting petroleum products between distribution centers and end-users/customers efficiently.
  • Assisted in the design/modification of storage facilities to optimize space utilization while adhering to safety/environmental guidelines related to petroleum storage.
  • Created spreadsheets using software applications and conducted basic recordkeeping and inventory management procedures.
  • Logged all transactions in real time to keep tracking system updated.
  • Operated equipment such as forklifts, pallet jacks and cherry pickers.
  • Trained new hires on company policies, procedures related to petroleum supply management, fostering a culture of excellence within the team.
  • Provided technical support during equipment maintenance operations at fueling stations and storage facilities.
  • Developed comprehensive contingency plans to address potential disruptions in the supply chain, minimizing risks and downtime.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Organized records of vehicles, schedules and completed orders.
  • Developed and maintained knowledgeable and productive team of employees.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Reviewed established business practices and improved processes to reduce expenses.

Administrative Assistant

Spotlight Cable
07.1997 - 03.1998
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Maintained inventory of office supplies and placed orders.
  • Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
  • Developed filing system for historical documents, preserving important company records and improving access to information.
  • Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
  • Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
  • Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
  • Conducted research for project proposals, compiling information that supported winning bids.
  • Organized company events to enhance team cohesion, coordinating logistics and catering for over 50 participants.
  • Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
  • Enhanced office environment, organizing spaces for better workflow and employee comfort.
  • Improved document processing speed by introducing automated templates for routine correspondence.
  • Monitored office supplies inventory, ensuring availability of essential items without overstocking.
  • Enhanced communication within office, establishing weekly newsletter summarizing key updates and achievements.
  • Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Established administrative work procedures to track staff's daily tasks.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Performed research to collect and record industry data.

Water Treatment Specialist

US Army
01.1994 - 06.1996
  • Maintained water treatment equipment.
  • Implemented emergency response plans in case of accidents or spills, minimizing environmental impact and ensuring public safety.
  • Developed detailed reports for regulatory agencies, demonstrating consistent compliance with industry standards and guidelines.
  • Collaborated with engineers to design new water treatment systems, ensuring optimal performance and sustainability.
  • Recorded test data and prepared reports, summaries or charts to interpret test results.
  • Conducted routine inspections of facilities and equipment to identify potential hazards or areas requiring improvement.
  • Participated in professional development opportunities such as conferences and workshops to stay current with industry trends and advancements.
  • Managed inventory levels of chemicals and other essential materials, preventing shortages that could compromise operations or lead to costly downtime.
  • Improved water quality by implementing advanced treatment techniques and optimizing filtration processes.
  • Performed water quality analysis, testing and verification.
  • Increased system efficiency by troubleshooting equipment malfunctions and implementing necessary repairs or upgrades.
  • Trained new employees on proper operation procedures and safety guidelines, fostering a knowledgeable workforce committed to excellence.
  • Assisted in water reconnaissance and site preparation.
  • Maintained accurate records of all treatment processes, facilitating easy access to information during audits or assessments.
  • Collected water samples to test alkalinity, hardness, and residual levels.
  • Performed routine maintenance and repairs on water-treatment plant equipment to reduce downtime.
  • Monitored water production and tested water samples to evaluate quality and safety.
  • Operated equipment such as front-end loaders, forklifts, and slakers regularly.
  • Conducted regular inspections to enforce compliance with safety and environmental regulations.
  • Prepared reports and documentation related to plant operations.
  • Disinfected water with chemicals such as ammonia and chlorine in exact concentrations.
  • Trained new employees on safe and productive water-treatment plant operation.
  • Used hand tools and power tools to maintain, repair and lubricate equipment.
  • Conducted regular inspections of tanks, valves and other equipment to verify compliance with safety and cleanliness standards.
  • Monitored and adjusted controls to maintain optimal water quality.
  • Controlled operation of variety of water treatment plant equipment, including pumps, filters and chemical feed systems.
  • Optimized water levels in tanks and other systems for best flow and quality.
  • Operated and adjusted controls on equipment to purify and clarify water, process or dispose of sewage and generate power.
  • Oversaw reverse osmosis systems used to treat drinking water.

Education

Information Technology

University of Charlston
Charleston, WV
06.2010

Skills

  • Technical troubleshooting
  • Remote IT implementation
  • Remote support
  • Incident management
  • Application installations
  • Hardware upgrades
  • Account management
  • System diagnostics
  • Customer support
  • Telecommunications
  • Asset management
  • Software debugging
  • Issue research
  • Verbal and written communication
  • Decision-making
  • Desktop support
  • Product troubleshooting
  • Product knowledge
  • Data entry

Software

Microsoft office, google doc, google sheets,

Timeline

Technical Support Specialist

Comcast
02.1999 - 04.2006

Petroleum Supply Specialist

US Army Reserve
12.1997 - 02.2004

Administrative Assistant

Spotlight Cable
07.1997 - 03.1998

Water Treatment Specialist

US Army
01.1994 - 06.1996

Information Technology

University of Charlston

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LaQuina Johnson