Omar F Hatcher
Philadelphia,Pa
Summary
Experienced and accomplished in Customer Service/Supervisory, IT, Technical Support with a track record with over 12 years of Experience and working with customers to understand and execute on their goals. Looking for a Great Company to facilitate my skillset and A role where I can leverage my Experience and help the company strive in major resolve in any area that may be presented and can understand business objectives to build on the mission and all possibilities and see it through in a professional manner.
Overview
21
21
years of professional experience
Work History
Remote Level 3 IT Specialist
Blink/Amazon
Philadelphia, PA
08.2022 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Boosted proficiency levels through extensive technology training for staff.
Customer Specialist/Technical Support
Medical Guardian
10.2021 - Current
- Taking incoming calls to assist consumers whose medical alarms are not working
- Walking consumers through all trouble shooting steps with the goal of successfully testing the unit to prove it is functioning
- Replacing equipment or dispatching a live technician to the home when all phone trouble-shooting has been exhausted and has not worked
- Returning calls to consumers to test medical alarms or program equipment as needed
- Assisting technicians in the field if they have problems installing a medical alarm in a customer’s home
Caregiver
Blessings Forever
02.2018 - 04.2021
- I provided care for my Grandmother Geraldine Hatcher as she was diagnosed with a tumor at this time while working from home with apple and I was Laid off early 2018 and have letter of exit to show proof of this Lay off and her death certificate as she passed due to covid 19, and I no longer work for this company as her care has ended
- I worked 8-hour days with overtime ranging from 4-8 hours per week
- Duties included cooking, cleaning, assisting her to and from appointments, assisting with her medicinal regiment and day to day activities 24 hours/day
Team Leader/Supervisor
Apple Inc
06.2014 - 12.2018
- I successfully Managed 4 different groups of advisors during my duration with Apple Technical Support
- With it being a Remote position, we monitored the activities of our groups of teams which consisted of 25-30 members Remotely
- Weekly Scheduled training modules for all advisors of Apples Software/Hardware
- Implemented and monitored program to maximize customer satisfaction
- Routinely prepared and evaluated CRM reports to identify problematic areas for advisors and assisted with resolve in those areas
- Effectively communicated with team members to maintain clearly defined expectations of our goal with our customer base
Technical Support II
Apple Inc
05.2011 - 06.2014
- AppleCare Technical Support Advisor As an AppleCare Technical Support Advisor, I have to opportunity to assist customers with issues they experience with their iPhones, iPads, and iPods
- Regularly process credit cards for setting up support options, repairs, and sales of miscellaneous equipment
- Attribute my success to exceeding customer expectations through active listening, exercising patience, showing empathy, utilizing a positive mental attitude, sharing technical knowledge, and logging all case notes effectively
Emergency Dispatch
Vector Security
07.2007 - 08.2010
- Company Overview: 24 hour Commercial and Residential Alarm monitoring service
- Worked Morning Shift 8am – 5pm, Secured facility 2 different shifts and we were certified TMA level Operators calling Emergency Services if the call was needed for the properties the company serviced throughout Pennsylvania metro and different counties
- 24 hour Commercial and Residential Alarm monitoring service
CSR
FedEx
07.2003 - 08.2007
- Provide and ensure a high level of customer service by developing and maintaining a strong relationship with customers' front-line personnel in the various operating divisions and subsidiaries
- Prepare, analyze, and/or submit documentation to the appropriate parties (U.S
- Customs, agents, clients) in order to ensure they are in accordance with all applicable laws and regulations relating to customs and transportation
- Anticipate, identify, and resolve problems which could delay the timely release or movement of freight
- Maintain relationships with correspondent brokers, T&B, and other service providers to ensure that agents exceed the customers' service requirements
Education
High School -
West Philadelphia High School
Philadelphia, PASkills
- IT
- Technical Support
- Remote Support
- Email Support
- Project management
- Excel spreadsheet
References
Available upon request.
Timeline
Remote Level 3 IT Specialist
Blink/Amazon
08.2022 - Current
Customer Specialist/Technical Support
Medical Guardian
10.2021 - Current
Caregiver
Blessings Forever
02.2018 - 04.2021
Team Leader/Supervisor
Apple Inc
06.2014 - 12.2018
Technical Support II
Apple Inc
05.2011 - 06.2014
Emergency Dispatch
Vector Security
07.2007 - 08.2010
CSR
FedEx
07.2003 - 08.2007
High School -
West Philadelphia High School