Summary
Overview
Work History
Education
Skills
Timeline
SoftwareDeveloper

Nicholas Brown

Windermere,FL

Summary

Highly positive outlook 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

10
10
years of professional experience

Work History

Technical Support Representative

Comcast
Houston, TX
10.2019 - 01.2022
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and cable.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Activated accounts for clients interested in new services.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Provided support for networking protocols and characteristics.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Resolved system, hardware and telephone issues within 8 hours of shift, improving efficiency among departments

Supervisor

T-Mobile
Ada, OK
02.2018 - 10.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Led team to achieve customer satisfaction rating from 91% to 97% within 3 months, exceeding corporate company's expectations of 92%

Technical Support Call Center Representative

T-mobile
Ada, OK
01.2017 - 02.2018
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.

Stocker

Walmart
Ada, OK
05.2015 - 01.2017
  • Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
  • Performed inventory control, such as counting and stocking merchandise.
  • Greeted customers and directed to requested products.
  • Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
  • Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.

Package Handler

FedEx
La Puente, CA
06.2011 - 03.2015
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Assembled, sealed and loaded packages into correct trucks.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Followed verbal and written instructions to properly move and ship products.
  • Safely transported hazardous items using proper saftey equipment avoiding accidents and mishaps.

Education

High School Diploma -

La Puente High School
La Puente, CA

Skills

  • Multitasking and Prioritization
  • Attention to Detail
  • Issue and Resolution Tracking
  • Time Management
  • Customer Communication and Empathy
  • Computer System Diagnostics Software
  • Access Management Software
  • Mobile Device Repair
  • Problem Solving
  • Organizational Skills
  • Creative Issue Resolution
  • Tracking and Documentation

Timeline

Technical Support Representative

Comcast
10.2019 - 01.2022

Supervisor

T-Mobile
02.2018 - 10.2019

Technical Support Call Center Representative

T-mobile
01.2017 - 02.2018

Stocker

Walmart
05.2015 - 01.2017

Package Handler

FedEx
06.2011 - 03.2015

High School Diploma -

La Puente High School

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Nicholas Brown