Paul Goodall Jr.
IT Support/ Customer Service Rep
Waldorf,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
DC Designs LLC
01.2023 - Current
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Answered constant flow of customer calls with minimal wait times.
IT Support Specialist
PKG Home Improvement
03.2020 - 01.2023
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Updated software to safeguard against security flaws.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - Information Technology
Strayer University
Suiltand, MD 05.2021 - 05.2024
Associate of Science - Information Technology
Strayer University
Suitland, MD 05.2019 - 05.2021
Skills
Follow-up skills
Process Improvement
Calm and Professional Under Pressure
Dispute Resolution
Multitasking
Goal Setting
Problem-Solving
Customer Service
Product and service knowledge
Excellent Communication
Decision-Making
Data Recovery
Call Center Operations
Windows 10
Laptop Servicing
Help Desk Support
Attention to Detail
Desktop support
Microsoft Windows and Office
Backup and recovery
Problem-solving abilities
Building PCs
I've been Building PCs for 9 years. I customize them for each individual needs.
Timeline
Customer Service Representative
DC Designs LLC
01.2023 - Current
Bachelor of Science - Information Technology
Strayer University
05.2021 - 05.2024
IT Support Specialist
PKG Home Improvement
03.2020 - 01.2023
Associate of Science - Information Technology
Strayer University
05.2019 - 05.2021