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
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
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