Summary
Overview
Work History
Education
Skills
Timeline
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LaWanda Evans

Chicago,IL

Summary

Resourceful and ambitious tier 2 technician support specialist providing excellent customer service, by utilizing my interpersonal and proficient troubleshooting skills to deliver an awesome experience . Responsible for escalations involving troubleshooting, activation, porting, and provisioning using advanced knowledge of all company products . Proven capacity to troubleshoot issues and resolve quickly. Maintains a high level of professionalism , energy , dissatisfactions and increase a positive internal customer experience. Exceed established goals and performance metrics

Overview

8
8
years of professional experience

Work History

TSC Rep 2

Comcast
08.2015 - Current
  • Assisted technicians in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to technicians technical support needs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Education

Associate of Applied Science - Computer Information Systems

MacCormac College
Chicago, IL
05.2012

Skills

  • Technical Documents Comprehension
  • Troubleshooting and Assistance
  • CSG
  • Collaborative Team Player
  • Calm and Professional Under Pressure
  • Call Volume and Quality Metrics
  • Friendly and Patient
  • Trained in Salesforce
  • ESD
  • Xray
  • ACE
  • XPG
  • Watchtower

Timeline

TSC Rep 2

Comcast
08.2015 - Current

Associate of Applied Science - Computer Information Systems

MacCormac College

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LaWanda Evans