Laurence Dunbar

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Served as primary point of contact for support relating to owned solutions and products.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Certified to work on Samsung, Iphones, and Google cellular platforms.
• Help resolve customer's problem in a timely manner and have their equipment repaired quickly to lessen their inconvenience.

Responsible for maintaining customer equipment onsite and remotely when needed.

• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
• Trained customers to use and maintain equipment to reduce service issues.
• Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
• Established empathy with customers through insight into business drivers and expectations to offer personalized service.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.