MICHAEL JOHNSTON
Niles,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Tier 2 Technical Support Specialist
BestRx Computer Systems
Oak Brook, IL
10.2022 - Current
- Provided technical solutions and support for BestRx software, addressing inquiries regarding software functionality, products, and services
- Diagnosed and resolved insurance claim rejection issues, assisting clients in securing necessary approvals
- Assisted pharmacies in the installation and setup of computer peripherals, scanners, printers, and point-of-sale systems
- Troubleshoot basic network problems affecting BestRx software operations.
- Provided technical support to customers via phone, email, and chat.
- Performed remote troubleshooting sessions with customers using virtual tools such as TeamViewer or LogMeIn.
- Provided guidance to Tier 1 Technical Support Specialists when needed.
Electrical Permit Coordinator
ABC Plumbing, Sewer, Heating, Cooling and Electric
Arlington Heights, IL
05.2022 - 10.2022
- Conducted thorough audits of electrical permit applications to ensure compliance with local ordinances
- Researched the status of electrical projects and permits, ensuring accurate documentation
- Educated homeowners about the electrical permitting process and provided guidance on obtaining permits
- Collaborated with municipalities to expedite the issuance of permits.
- Created and maintained accurate records of permits, applications, and related documents.
- Maintained updated knowledge of applicable state and local laws, regulations, and requirements related to permits.
Customer Support Specialist, Chat Care Advocate, Technical Support
Verizon Wireless
Rolling Meadows, IL
10.2018 - 04.2021
- Developed expertise in cell phones, tablets, and connected devices from Verizon Wireless and competitors
- Employed empathetic communication to offer solutions, recommendations, and replacements for devices
- Managed technical support calls and chats, addressing a wide range of customer issues
- Assisted customers in device setup and customization to meet their specific needs.
At Your Service Agent
Chicago Marriott O'Hare Suites
Rosemont, IL
11.2017 - 10.2018
- Investigated and resolved customer complaints promptly, nurturing strong customer relationships
- Crafted personalized itineraries for guests, showcasing local attractions and amenities
- Built customer loyalty through exceptional service, resulting in referrals and repeat business.
Front Desk Host
Chicago Marriott Magnificent Mile
Chicago, IL
04.2017 - 11.2017
- Warmly welcomed guests, facilitating smooth check-in and assisting with luggage
- Registered guests, upsold room options, and promoted hotel services
- Coordinated with housekeeping to ensure timely room turnover and check-in readiness.
Front Desk Night Auditor
Hampton Inn Majestic Theater District
Chicago, IL
06.2014 - 04.2017
- Audited and processed amenities charges, compiled daily sales reports, and closed out transactions
- Provided guests with information about hotel amenities and local entertainment options.
Education
High School Diploma -
Davenport Central High School
06.1999
Skills
- Customer Needs Assessment
- Effective Communication (Oral/Written)
- Mobile Device Expertise (Cell Phones, Tablets, IoT)
- Operating Systems: Android, iOS, Windows, Linux
- Troubleshooting and Root Cause Analysis
- Wireless Industry Knowledge (3G, 4G LTE, 5G)
- Computer Hardware Proficiency
- Service Desk Support
- Disaster Recovery Planning
- Customer Relationship Management
- Research Capabilities
- Customer Outreach
References
- Alyzza Alaniz, Records Clerk, Village of Villa Park Police Department, 847-921-2027
- Rodrigo Ortega, HVAC Permit Coordinator, ABC PHSCE, 630-857-0794
- Chris Smith, Director of Network Security, OnMed Medical, 813-951-3555
Timeline
Tier 2 Technical Support Specialist
BestRx Computer Systems
10.2022 - Current
Electrical Permit Coordinator
ABC Plumbing, Sewer, Heating, Cooling and Electric
05.2022 - 10.2022
Customer Support Specialist, Chat Care Advocate, Technical Support
Verizon Wireless
10.2018 - 04.2021
At Your Service Agent
Chicago Marriott O'Hare Suites
11.2017 - 10.2018
Front Desk Host
Chicago Marriott Magnificent Mile
04.2017 - 11.2017
Front Desk Night Auditor
Hampton Inn Majestic Theater District
06.2014 - 04.2017
High School Diploma -
Davenport Central High School
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