Hi, I’m
Marquis Lewis
Technical Support Specialist II
Houston,TX
Summary
Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
12
years of professional experience
4
years of post-secondary education
Work History
Verizion WirelessLittle Rock, AR
IT Technical Support Specialist
12.2014 - 12.2019
Job overview
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi & cellular.
- Submitted service tickets for equipment maintenance requests.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
Verizon WirelessLittle Rock, AR
Customer Support Specialist
10.2014 - 12.2014
Job overview
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged consultative approach to gather customer details and technical data.
- Gathered and reviewed information to generate management reports and support team decision-making.
- Completed new orders per day with accuracy and consistently high customer satisfaction scores.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Served customer account and technical needs across daily calls, consistently meeting productivity and quality targets.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Flake Wilkerson/ Market StrategiesLittle Rock, AR
Customer Service Supervisor
10.2007 - 08.2011
Job overview
- Created, prepared and delivered reports to various departments.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed and authenticated customer exchanges, voids and returns.
- Researched and corrected customer concerns to promote company loyalty.
- Created customer support strategies to increase customer retention.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
North Little Rock High SchoolNorth Little Rock, AR
High School Diploma
08.2004 - 05.2008
University Overview
- Member of Mu Alpha Theta, National Honors Society
- Awarded Top 3% of class
- Member of Football and Track Team
Massachusetts Institute of TechnologyCambridge, MA
Bachelor of Science from Cyber Operations And Warfare
12.2022 - Current
University of Arkansas At Little RockLittle Rock, AR
No Degree from Biology
Skills
Desktop support
Data recovery
Technical issues analysis
Technical Support
Customer service expert
Timeline
Massachusetts Institute of Technology
Bachelor of Science from Cyber Operations And Warfare
12.2022 - Current
IT Technical Support Specialist
Verizion Wireless
12.2014 - 12.2019
Customer Support Specialist
Verizon Wireless
10.2014 - 12.2014
Customer Service Supervisor
Flake Wilkerson/ Market Strategies
10.2007 - 08.2011
North Little Rock High School
High School Diploma
08.2004 - 05.2008
University of Arkansas At Little Rock
No Degree from Biology