Martes Thompson
Tupelo,MS
Summary
I have extensive experience in IT support and am highly motivated. As an analyst, I am skilled in installing various equipment and solving technical issues. My strong written and oral communication skills ensure satisfied customers. I am detail-oriented, organized, and meticulous, with excellent instructional and problem-solving abilities. I thrive in fast-paced environments and am adept at meeting tight deadlines. As an enthusiastic team player, I am prepared to contribute to the company's success. I am confident in my ability to be a valuable asset to any team and aim to deliver superior results in every task.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Ashley's Furniture
06.2023 - Current
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Used ticketing systems to manage and process support actions and requests.
- Improved response times by creating knowledge base of common issues and resolutions accessible to all support staff.
- Delivered onsite technical support for 500 employees.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
City Mail Carrier
USPS, United States Postal Service
08.2021 - 05.2023
- Improved mail delivery efficiency by optimizing route planning and time management techniques.
- Enhanced customer satisfaction with timely and accurate deliveries, adhering to strict schedules and protocols.
- Assisted customers in resolving issues related to incorrect mail delivery or missing packages, ensuring prompt resolutions.
- Collaborated with fellow carriers to cover additional routes when needed, supporting team cohesion and effective workload distribution.
- Managed high volumes of incoming and outgoing mail during peak seasons without compromising quality or timeliness of service provided.
- Distributed mail on foot to residences and businesses, delivering to approximately 1000 customers per shift.
Training Manager
Tak Communications
03.2020 - 08.2021
- Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Trained new hires in technology required to access company systems and complete job tasks.
- Assessed onboarding systems against company needs and made improvements at level of company, department and job type to align with needs.
- Managed new employee orientation training process for more than 200 employees each year.
Technical Support, •Cable Technician
Cable Installer FTS Usa
03.2017 - 03.2020
- Improved customer satisfaction by efficiently troubleshooting and resolving cable-related issues.
- Enhanced network performance for clients through regular maintenance and system upgrades.
- Troubleshot complex technical issues successfully while maintaining clear communication with clients throughout the process.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Streamlined cable installation processes, resulting in faster service delivery to customers.
Tier 2 Customer Service Representative
Asurion
01.2015 - 03.2017
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Reduced call waits times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
- Provided comprehensive product knowledge to address customer questions confidently and accurately.
- Developed strong rapport with clients, fostering long-term relationships and repeat business.
Sales Associate
Ross Dress For Less
12.2011 - 08.2017
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Education
Associate of Science - Medical Radiologic Technology
Itawamba Community College
Fulton, MS05.2025
High School Diploma -
Tupelo High School
Tupelo, MS05.2012
Skills
- Data Analysis
- Network Management
- IT Troubleshooting
- Microsoft Outlook
- Microsoft Excel
- Technical Support
- Desktop support
- Mobile Device Support
- Help Desk Experience
Overcome Challenges
I faced a significant work challenge at my previous job when two team members were laid off, leaving me with the workload of three people. I fell behind and couldn't keep up long-term, so I contacted my manager for help. We devised a solution that involved hiring new staff, temporarily getting help from another team, and streamlining our processes for better efficiency. Working with limited resources was another obstacle I had to overcome. I became more resourceful and efficient with my time, learning to make the most of what we had to reach our goals efficiently. This experience taught me a lot about communication and problem-solving, and I now feel better prepared to face any future challenges. Dealing with conflicting priorities was one of the most demanding aspects of my previous role.
Accomplishments
· I was honored to receive the Technology of the Quarter award in 2018, 2019, and 2020.
· In 2020, I was promoted to team lead and later advanced to the position of training manager. Additionally, I was appointed as the safety mentor for all new employees and was honored with the Most Improved and Most Valuable Employee awards.
· In 2023, I earned my Certified IT Support certificate.
· I am currently working towards earning my degree in Radiologic Technology, which I anticipate completing in 2025.
Certification
- Certified IT Support Specialist, Google- June 2023
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
IT Support Specialist
Ashley's Furniture
06.2023 - Current
City Mail Carrier
USPS, United States Postal Service
08.2021 - 05.2023
Training Manager
Tak Communications
03.2020 - 08.2021
Technical Support, •Cable Technician
Cable Installer FTS Usa
03.2017 - 03.2020
Tier 2 Customer Service Representative
Asurion
01.2015 - 03.2017
Sales Associate
Ross Dress For Less
12.2011 - 08.2017
Associate of Science - Medical Radiologic Technology
Itawamba Community College
High School Diploma -
Tupelo High School
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