Namik Scott-Bernard
Greenville,NC
Summary
IT support professional with over 5 years of customer service & technical troubleshooting experience in a high-volume call center. Proven ability to resolve hardware, software, and connectivity issues, both remotely and on-site. Currently pursuing CompTIA A+ certification and building hands-on skills through a personal IT lab. Highly motivated to transition into a dedicated IT support role.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Solution Specialist
Truist Bank
08.2019 - 12.2024
- Served as the go-to person, resolving 10-15 weekly office IT issues, including printer malfunctions, software errors (Windows, Office 365), and network connectivity problems, minimizing downtime for 50+ employees.
- Guided customers through online account portal configurations, troubleshooting login issues, payment errors, and browser compatibility problems (Chrome, Edge).
- Addressed 25+ daily technical inquires via RAC Payment Help (similar to ServiceNow), ensuring timely resolution of payment processing and portal access issues.
- Created shared troubleshooting guides for common printer/software issues, reducing repeat IT tickets and spreading technical knowledge amongst teammates.
- Managed a portfolio of 150+ delinquent loan accounts, negotiating payment plans and resolving disputes while adhering to PCI compliance and data security standards
- Averaged 95% proficiency in call monitoring grading while resolving complex account and technical issues.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Handled escalated cases with diligence, ultimately achieving satisfactory resolutions for all parties involved..
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
Education
Business Administration
Pitt Community College
Winterville, NCHigh School Diploma -
Clinton High School
Clinton, NC06-2016
Skills
- Problem Solving Cross-Team Collaboration Customer Service
- Windows 10/11 macOS
- Hardware Diagnostics Printer/Workstation Setup
- Remote Support (Teams)
- Office 365 Suite SaaS Applications (Zoom, G Suite)
- Ticketing Systems (RAC Payment Help, ServiceNow-like)
- PCI/DSS knowledgeable
Certification
- Google IT Support Professional Certification
- CompTIA A+ (Core 1: July 2025 | Core 2: September 2025)
Timeline
Customer Solution Specialist
Truist Bank
08.2019 - 12.2024
Business Administration
Pitt Community College
High School Diploma -
Clinton High School
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