Lester Broussard
Clemson,SC
Summary
Adept Technology Operations Analyst with a proven track record at Wells Fargo & Company, showcasing exceptional customer service and collaboration skills. Excelled in operational efficiency and workflow optimization, achieving a 75% first-call resolution ratio. Expert in problem-solving and implementing corrective solutions, demonstrating both in-depth technical support and effective communication abilities.
Overview
7
7
years of professional experience
Work History
Technology Operations Analyst
Wells Fargo & Company
04.2022 - Current
- Excellent communication with different audiences, such as residential and business customers.
- Constantly received positive feedback and accolades from Management and customers on my customer service skills and collaboration ability.
- Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications.
- Performs analysis, diagnosis, and resolution of complex problems for end-users, as well as recommending and implementing corrective solutions.
Internet Support Specialist
Comporium Communications
06.2020 - 04.2022
- Excellent communication with different audiences, such as residential and business customers.
- Constantly received positive feedback and accolades from Management and customers on my customerservice skills and collaboration ability.
- Provided in-depth support and leads problem solving and implementation efforts for specifictechnology products or applications.
- Performed analysis, diagnosis, and resolution of complex problems for end-users, as well as recommending and implementing corrective solutions.
Technical Support Technician
CenturyLink
11.2017 - 06.2020
- Responsible for providing initial assessment, triage, research and resolution of incidents and requests regarding customer Internet modem, Wireless, and Voice issues.
- Achieved consistent #1 or #2 Rankings in monthly metrics, including call duration, number of calls per shift, and customer satisfaction ratings.
- Routinely exceed call-handling goals, closing an average of 50 calls daily (25% above quota) with a 75% first call resolution ratio, and average handle time below or within 15 minutes for data and below or within 8 minutes for voice.
- Researched issues on various computer systems and databases to resolve complaints, answer inquiries, outline solutions, document, and issue repair tickets.
Education
Bachelor of Science - Computer Information Systems
Saint Leo University
Saint Leo, FL03.2017
Skills
- Excellent troubleshooter
- Strong MS Office Knowledge
- Organizational Skills
- Problem-Solving
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
Timeline
Technology Operations Analyst
Wells Fargo & Company
04.2022 - Current
Internet Support Specialist
Comporium Communications
06.2020 - 04.2022
Technical Support Technician
CenturyLink
11.2017 - 06.2020
Bachelor of Science - Computer Information Systems
Saint Leo University
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