Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Specialist
Sureguard
2024.03 - Current
Configured hardware, devices, and software for employees.
Walked individuals through basic troubleshooting tasks.
Responded to customer inquiries and provided assistance over phone and in person.
Field Tech V
Spectrum Cable
2021.01 - 2024.01
Installation & troubleshooting of coax-based cable and phone services for residential & business
Support-related email, phone calls, chats and other electronic communications
Identify & resolve technical issues to help clients connect to Wi-Fi
Support of wireless networks, Windows computers, Laptops, iOS, Androids, Smart TVs, and Gaming consoles
Knowledge of networking and understanding of different network fundamentals such as, Routing/switching, NAT, DHCP/IP Addressing, Wireless LAN Controllers, Wireless Access Points, and RF (RSSI, SNR)
Identifying and resolving wireless connection issues using knowledge of network technologies and hardware including routers
Managed and resolved customer inquiries, concerns, and issues in timely and efficient manner, consistently achieving high customer satisfaction ratings.
Advanced Services Tech / Help Desk Tech
Xfinity
2014.01 - 2021.01
As Installation Tech: Installation of video, internet, phone, and Xfinity home services
New-hire training / Virtual tech during quarantine periods
Maintenance of product inventory on trucks
New-hire training / Virtual tech
As customer service rep: Managed and resolved customer inquiries, concerns, and issues in timely and efficient manner, consistently achieving high customer satisfaction ratings
Proficiently navigated customer accounts using Xfinity systems, ensuring accurate and up-to-date information
Collaborated with cross-functional teams to escalate and resolve complex customer issues, demonstrating effective problem-solving skills
As Help Desk Tech: Performed remote troubleshooting using diagnostic techniques and relevant questions
Worked with customers to determine and implement the best solutions for their issues
Work with end users, resolving their software and hardware issues in efficient manners
Work with businesses to ensure their services were restored
Manage administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more.
Operations Specialist / Customer Service Rep
Target
2011.01 - 2014.01
Providing exceptional service to customers by addressing inquiries, resolving issues, and ensuring a positive shopping experience
Handled all goods-in, inbound/outbound vendor receipt
Deployment Functionality Tech / Customer service rep
Best Buy
2001.01 - 2009.01
Technical services for New-store set up: video distribution system / comprehensive cabling across terminals, displays, hardware
Home installer: devices, systems, security
Verification of inventory data and quality control of inventory movement
Use of multiple databases and scanning systems.
Education
High School Diploma -
Greater Cleveland Christian School
Berea, OH
05.2002
Skills
Strong verbal and written communication skills, effectively conveying technical information to non-technical users and providing clear, concise customer support.
Demonstrated ability to prioritize tasks efficiently, meeting tight deadlines and ensuring timely resolution of customer issues.
Proven track record of analyzing complex issues, identifying root causes, and implementing effective solutions in both customer service and technical support roles.
Familiarity with various help desk and customer relationship management (CRM) software, enhancing efficiency in handling inquiries and managing customer interactions.
Certification
A+, N
Timeline
Specialist
Sureguard
2024.03 - Current
Field Tech V
Spectrum Cable
2021.01 - 2024.01
Advanced Services Tech / Help Desk Tech
Xfinity
2014.01 - 2021.01
Operations Specialist / Customer Service Rep
Target
2011.01 - 2014.01
Deployment Functionality Tech / Customer service rep
Best Buy
2001.01 - 2009.01
High School Diploma -
Greater Cleveland Christian School
A+, N
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