Luke Hitson
Sweetwater,TN
Summary
Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue.
Overview
12
12
years of professional experience
Work History
IT Technician 1
Knoxville Utility Board
Knoxville
10.2023 - Current
- Provided technical support for fiber customers, resolving issues efficiently to ensure minimal downtime.
- Achieved high customer satisfaction rates through effective troubleshooting and problem resolution.
- Utilized advanced diagnostic tools to identify and address network issues, enhancing service reliability.
- Resolve complex fiber-related technical problems, reducing customer downtime and improving overall satisfaction rates for the utility board.
- Work closely with cross-functional teams to address fiber customer concerns, develop solutions, and enhance service quality across the board.
Technical Support 1
Canon
05.2023 - 10.2023
- Diagnosed and resolved complex printer issues, minimizing downtime and boosting productivity.
- Provided expert technical support, achieving measurable improvements in printer performance.
- Implemented effective solutions, significantly enhancing operational efficiency.
- Collaborated with team members to troubleshoot and fix technical problems, ensuring seamless workflow.
Sales Agent
Selectquote
12.2022 - 02.2023
- Advised clients on Medicare plans, ensuring optimal coverage and satisfaction.
- Achieved monthly sales targets, demonstrating strong client engagement.
- Utilized analytical skills to match clients with the most comprehensive plans.
- Resolved client issues efficiently, improving overall customer satisfaction.
- Contributed to team goals through collaborative efforts and effective communication.
Agent
Farm Bureau Health Plans
07.2022 - 11.2022
- Assisted members with Medicare and health insurance, resolving inquiries efficiently and accurately.
- Guided members through complex insurance options, ensuring informed decisions and satisfaction.
- Collaborated with team to streamline processes, enhancing member experience and service quality.
Baker
Walmart
06.2020 - 10.2021
- Prepared and stocked fresh bakery items, ensuring consistent product availability and quality.
- Maintained high standards of cleanliness and organization in the bakery section.
- Collaborated with team members to meet daily production goals and customer demands.
- Monitored inventory levels and placed orders for supplies to avoid shortages.
- Enhanced customer satisfaction through timely and accurate service.
Sales
Ready Made Resources
01.2020 - 04.2020
- Connected customers with suitable products, boosting sales and enhancing customer satisfaction.
- Managed inventory, ensuring stock levels met demand and minimized shortages.
- Handled customer service issues promptly, leading to improved client retention.
- Executed sales strategies, contributing to measurable revenue growth.
Bank Teller
Simmons Bank
05.2019 - 01.2020
- Assisted customers with banking needs, achieving high satisfaction scores through tailored product recommendations.
- Resolved customer issues promptly, enhancing overall branch efficiency and service quality.
- Educated clients on banking products, leading to increased usage and customer retention.
- Managed transactions accurately, contributing to the branch's financial accuracy and trustworthiness.
Retail Cashier
Walmart
03.2019 - 05.2019
- Assisted customers with checkout, ensuring a seamless shopping experience, enhancing customer satisfaction.
- Processed transactions swiftly and accurately, reducing wait times and improving store efficiency.
- Provided excellent customer service, resolving issues promptly, leading to positive feedback.
- Maintained a clean and organized checkout area, contributing to a pleasant shopping environment.
Sales
T-ROC
11.2018 - 02.2019
- Facilitated cellular device sales, exceeding monthly targets and enhancing customer satisfaction.
- Managed cellular device sales, achieving measurable results in customer engagement and revenue growth.
- Conducted cellular device sales, significantly boosting store revenue and customer retention.
- Oversaw cellular device sales, driving substantial increases in sales figures and customer loyalty.
Wireless Specialist
Russell Cellular
04.2018 - 09.2018
- Directed cell phone sales for Apple, Android, and basic phones, achieving measurable sales growth.
iOS/Mac+ Applecare Advisor
Apple Inc.
07.2013 - 04.2018
- Provided technical and non-technical support for iOS/Mac products, resolving 95% of customer issues.
- Collaborated with cross-functional teams to enhance customer satisfaction, achieving a 4.8/5 rating.
- Analyzed customer feedback to identify common issues, contributing to product improvements.
IT Helpdesk (contract, temporary)
Helen Ross McNabb Center
11.2012 - 06.2013
- Provided multi-location support for hardware and software on Windows, MacOS, iOS, and Android systems.
- Resolved technical issues, ensuring minimal downtime and enhanced user productivity.
- Collaborated with team members to streamline support processes and improve response times.
Education
High School Diploma -
William Blount High School
Maryville, TN01.1998
BSIT/MSITM (Accelerated program) - Information Technology
WGU
Skills
- Troubleshooting and diagnostics
- Software updating
- Remote Support
- Computer maintenance
- Help Desk Support
- Computer Diagnostics
- Service desk support
- LAN/WAN
- Customer Service
- User Support
- A Certification
- Collaborative Team Player
- Hardware Installation
- Application installations
- Technical Support
Certifications
Comptia A+- COMP001022389128
Timeline
IT Technician 1
Knoxville Utility Board
10.2023 - Current
Technical Support 1
Canon
05.2023 - 10.2023
Sales Agent
Selectquote
12.2022 - 02.2023
Agent
Farm Bureau Health Plans
07.2022 - 11.2022
Baker
Walmart
06.2020 - 10.2021
Sales
Ready Made Resources
01.2020 - 04.2020
Bank Teller
Simmons Bank
05.2019 - 01.2020
Retail Cashier
Walmart
03.2019 - 05.2019
Sales
T-ROC
11.2018 - 02.2019
Wireless Specialist
Russell Cellular
04.2018 - 09.2018
iOS/Mac+ Applecare Advisor
Apple Inc.
07.2013 - 04.2018
IT Helpdesk (contract, temporary)
Helen Ross McNabb Center
11.2012 - 06.2013
High School Diploma -
William Blount High School
BSIT/MSITM (Accelerated program) - Information Technology
WGU
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