Marques Keitt
Sanford,NC
Summary
Agile Technical Support Analyst that can adapt to providing service via phone, email, and remote desktop systems. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Information Technology Support Consultant
Relias Learning
Morrisville, NC
03.2023 - Current
- Conducted hands-on technology training programs to assist use of newly implemented hardware and software.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Assisted with network configuration and troubleshooting of LAN and WAN issues.
- Performed system backups, restores, disk space management, file transfers.
- Troubleshot end user problems related to hardware, software applications, networks.
- Managed inventory of IT equipment including laptops and desktops.
- Reviewed customer feedback surveys regularly to identify areas that require improvement in service delivery.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Stayed abreast of latest software developments to enhance job knowledge.
- Managed Active Directory user accounts, groups, and computer objects.
Customer Support Specialist
Carolina Prep & Ship
Holly Springs, NC
05.2022 - 03.2023
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Audited customer account information to identify issues and develop solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Associate of Applied Science - Cyber Security
Wake Technical Community College
Raleigh, NC12-2024
Skills
- Call Center Operations
- High-energy attitude
- Microsoft Office expertise
- LAN/WAN
- Technical Troubleshooting
- Computer maintenance
- Hardware diagnostics
- Enterprise Network Hardware / Software
- Active Directory
Certification
- Comptia A+ (In Progress)
- Comptia Security + (In Progress)
- Comptia Network + (In Progress)
Timeline
Information Technology Support Consultant
Relias Learning
03.2023 - Current
Customer Support Specialist
Carolina Prep & Ship
05.2022 - 03.2023
Associate of Applied Science - Cyber Security
Wake Technical Community College
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