Makini Manning
Baltimore,MD
Summary
Motivated and technically proficient IT Support Technician with a solid foundation in computer systems, hardware troubleshooting, and network support. A graduate of Per Scholas with CompTIA A+ certification and hands-on experience diagnosing technical issues, delivering end-user support, and maintaining optimal system performance. Recognized for strong customer service skills, analytical problem-solving, and a proactive approach to learning and growth in fast-paced environments. Currently pursuing CompTIA Security+ certification to expand knowledge in cybersecurity and strengthen technical expertise. Eager to contribute to a dynamic IT support team by providing efficient, user-focused solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Representative Supervisor
Charter Communications, Spectrum
07.2020 - Current
- Effectively managed high-volume of inbound customer calls with tact and professionalism.
- Accurately documented, researched and identified technical issues with variety of diagnostic tools.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Met or exceeded quality standards every review period.
- Utilized Salesforce and Zendesk customer service software.
Technical Support Representative
Emblem Health
09.2018 - 07.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
Customer Service Representative
Premiere Response
08.2017 - 08.2018
- Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.
- Consulted with customers to evaluate needs and determine best options.
- Received a average of 85% customer satisfaction to date.
- Trained 2+ new employees in data input and in formulating customer interaction logs.
- Utilized Kayako and Zendesk customer service software in addition to Parcel Audit to track shipments.
Education
CompTIA A+ Certification - Information Technology
Per Scholas
Baltimore, MD02-2023
Associate of Science - Criminal Science
Post University
Waterbury, CT05-2009
High School Diploma -
THOMAS JEFFERSON HIGH SCHOOL
Brooklyn, NY07-2007
Skills
- Accurate Record Keeping: Documenting issues, solutions, and customer interactions
- Time Management: Handling multiple tickets or requests under time pressure
- Prioritization: Distinguishing between urgent and routine problems
- Troubleshooting: Diagnosing and resolving hardware/software issues efficiently
- Knowledge of Operating Systems: Familiarity with Windows, macOS, and sometimes Linux
- Networking Basics: Understanding of LAN/WAN, VPNs, firewalls, routers, and connectivity issues
- Help Desk Tools: Proficiency in systems like Zendesk, Salesforce, ServiceNow, or Freshdesk
- Remote Support Tools: Experience using TeamViewer, LogMeIn, or Remote Desktop
- Ticketing Systems: Ability to track and manage support cases effectively
- Software/Application Support: Supporting proprietary systems, SaaS platforms, or common applications like Microsoft Office and browsers
Timeline
Customer Service Representative Supervisor
Charter Communications, Spectrum
07.2020 - Current
Technical Support Representative
Emblem Health
09.2018 - 07.2020
Customer Service Representative
Premiere Response
08.2017 - 08.2018
CompTIA A+ Certification - Information Technology
Per Scholas
Associate of Science - Criminal Science
Post University
High School Diploma -
THOMAS JEFFERSON HIGH SCHOOL
Work History
Receptionist – One World Trade Center, New York, NY June 2014-August 2017
Security Guard
- Interfaith Medical Hospital, Brooklyn, NY April 2012 - June 2014
Cashier
- Target, Brooklyn, NY, February 2010 - April 2012
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
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