Maurice Wayne Glenn II
San Antonio,TX
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
3
3
years of professional experience
Work History
IT Support
Pearson
05.2022 - 06.2023
- Developed comprehensive user guides and documentation for common technical issues and solutions, contributing to an improved self-service experience and reduced ticket volume
- Diagnosed and resolved hardware and software problems for end-users, ensuring minimal disruption to operations
- Effectively troubleshoot issues related to operating systems, network connectivity, applications, and peripheral devices, consistently achieving high user satisfaction and timely incident closure
- Demonstrated exceptional skill in providing remote assistance to users across diverse locations, employing remote desktop tools and clear communication to guide users through technical problems.
Customer Service
TaskUs (Philo TV)
01.2021 - 05.2022
- Educated customers on Philo troubleshooting steps, supported platforms, and sign-up procedures
- Routinely exceeded customer satisfaction goals, average handle times, and QA assessments
- Provided detailed descriptions of issues in the ticketing system and followed up diligently to ensure swift resolutions.
- Met customer service expectations through problem resolution, daily communication and follow-up, boosting customer service score 95%.
Customer Service(Contract)
Hulu
10.2020 - 01.2021
- Provided account and application support to our viewers, specifically concerning troubleshooting system configurations and network settings
- Assisted viewers through phone and/or chat about account management, billing issues, content, and basic site and application navigation in support of multiple products.
- Streamlined customer service processes for increased efficiency and improved response times.
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries and concerns.
Education
IT Support Certificate -
Google
San Antonio, TX05.2022
Skills
- Laptop Deployment
- Active Directory
- Wireless Networking
- Problem Solving
- Hardware Diagnostics
- Remote Desktop Support
- Customer Service
- Software Diagnosis
- Windows 10/11
- MacOS
Military Experience
U.S. Air Force, Security Forces Active Duty/Reserve, 10/02, 10/10, Korea, United Arab Emirates, Georgia(USA)
- Conducted Law Enforcement/Security and air base defense operations
- Developed leadership, managerial, and supervisory skills
Timeline
IT Support
Pearson
05.2022 - 06.2023
Customer Service
TaskUs (Philo TV)
01.2021 - 05.2022
Customer Service(Contract)
Hulu
10.2020 - 01.2021
IT Support Certificate -
Google
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