Perrin Fryer
Augusta,GA
Summary
Proven IT Systems Administrator and customer service expert with a track record of enhancing system efficiency and customer satisfaction at T-Mobile. Leveraged Windows administration and active listening skills to reduce downtime and resolve customer issues, significantly improving user experience and operational productivity. Skilled in VPN configuration and complaint resolution, consistently exceeding project and service delivery targets. Driven Systems Administrator with 7 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.
Overview
14
14
years of professional experience
Work History
IT Systems Administrator
T-mobile
04.2015 - 12.2022
- Coordinated data backup strategies, safeguarding critical business information from loss or damage due to unforeseen events.
- Developed comprehensive documentation for IT processes and procedures, facilitating knowledge transfer amongst team members.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Implemented effective monitoring solutions to track system performance metrics, enabling proactive issue resolution.
- Maintained vendor relationships and negotiated contracts for cost-effective procurement of hardware and software solutions.
- Streamlined IT processes with the implementation of automation tools, improving overall efficiency.
- Enhanced system performance by optimizing server configurations and implementing regular maintenance routines.
- Optimized virtual environments through careful management of resource allocations and workload balancing techniques.
- Collaborated with cross-functional teams to successfully complete complex projects on time and within budget constraints.
- Improved user experience by troubleshooting application issues and collaborating with developers on necessary updates or enhancements.
- Led migration efforts from legacy systems onto modern platforms without causing disruptions to end-users or compromising data integrity.
- Provided exceptional technical support to end-users, promptly addressing any reported issues or concerns with system functionality.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Attended meetings to deliver status reports to key stakeholders.
Retail Sales Associate
T-Mobile
06.2011 - 03.2015
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
Customer Service Representative
T-Mobile
04.2009 - 05.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
Bachelor of Science - Management Information Systems
Kennesaw State University
Kennesaw, GA05.2011
Skills
- Windows administration
- VPN Configuration
- Log Analysis
- System Troubleshooting
- Wireless Networking
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Complaint resolution
- Administrative Support
Timeline
IT Systems Administrator
T-mobile
04.2015 - 12.2022
Retail Sales Associate
T-Mobile
06.2011 - 03.2015
Customer Service Representative
T-Mobile
04.2009 - 05.2011
Bachelor of Science - Management Information Systems
Kennesaw State University
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