Lorin Cotton
Tech Support
Hampton Va,Virginia
Summary
.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Tech Support
Sutherland Global Services
11.2013 - 08.2016
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Updated documentation and produced reports.
- Researched product and issue resolution tactics to address customer concerns.
- Provided on-call support for critical issues related to [Software].
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded promptly to incoming sales leads and requests for technical support.
- Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair.
Customer Service
Convergys
07.2012 - 09.2012
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and updated databases to handle customer data.
- Promoted available products and services to customers during service, account management, and order calls.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Provided primary customer support to internal and external customers.
- Provided information regarding charge accounts and loyalty programs.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered constant flow of customer calls with minimal wait times.
- Boosted sales revenue by skillfully promoting diverse service options.
Debt Colector
Portfolio Recovery Associates
03.2010 - 11.2011
- Established relationships with customers to encourage payment of delinquent accounts.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Documented customer payment interactions and account statuses for future reference.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
Customer Servicea and Tech Support
Wesp Corp
06.2008 - 02.2010
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Teachers Aide
Playtime Learning Center
09.2007 - 04.2008
- Supported classroom activities, tutoring, and reviewing work.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Supported student learning objectives through personalized and small group assistance.
- Supported student physical, mental, and social development using classroom games and activities.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Presented wide range of information to students using hands-on instructional techniques for effective comprehension.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Graded assignments and reported individual progress to teacher.
- Supported planning and preparation for culturally-diverse class sessions.
- Worked with teacher to optimize learning plans based on student test grades and evaluations.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Assisted teachers with supervision and care of group of [Number] children.
Education
No Degree - Liberal Arts And General Studies
Arapahoe Community College
Littleton, COSkills
- Microsoft Visual C
- Common Business-Oriented Language (COBOL)
- Issue Resolution
- Repair Expertise
- Computer Programming
- Complex Problem-Solving
- Critical Thinking
- Hardware Components
- Mozilla Firefox
- Active Listening
- Mobility Devices
- Hardware and Software Configuration
- Office Support
- Hardware Evaluation
- Judgment and Decision-Making
- System Maintenance and Repair
- Time Management
- Application Support
- Google Meet
- Microsoft Access
- Adobe Systems Adobe Acrobat
- Salesforce Visualforce
- Voice Over Internet Protocol VoIP System Software
- Learning Strategies
- Cisco Systems IOS
- Microsoft Outlook
- Microsoft Onenote
- Troubleshooting
- Java
- JavaScript
- Speaking
- Writing
- Cisco
- Skype
- Monitoring
- Service-Orientation
Timeline
Tech Support
Sutherland Global Services
11.2013 - 08.2016
Customer Service
Convergys
07.2012 - 09.2012
Debt Colector
Portfolio Recovery Associates
03.2010 - 11.2011
Customer Servicea and Tech Support
Wesp Corp
06.2008 - 02.2010
Teachers Aide
Playtime Learning Center
09.2007 - 04.2008
No Degree - Liberal Arts And General Studies
Arapahoe Community College
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