Emmanuel Smith
Newnan,Georgia
Summary
In the technology industry, I possess a strong foundation in tech support, customer service, and sales. My approach is driven by a passion for problem-solving, allowing me to effectively utilize these skills to provide exceptional support and ensure user satisfaction. My experience encompasses roles in help desk, sales, and peer advisory, providing me with versatile abilities in communication and collaboration across diverse user groups. Committed to delivering quality solutions and adopting a customer-centric approach, I consistently strive to exceed expectations, contributing to both team and organizational success.
Overview
6
6
years of professional experience
Work History
IT Field Support Analyst
Atlanta Public School System
10.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
5g Expert and Tech Support Peer Advisor
Asurion
05.2022 - 08.2023
- Shared resources, opportunities, and activities to support mentee's learning and development.
- Facilitated peer-to-peer conversations to support open communication among mentees.
- Established trusting relationship with mentee by maintaining professionalism and honoring confidentiality.
- Created individualized mentoring plans for mentees, promoting personal growth and development.
- Troubleshooting Windows and Mac
- Troubleshooting Microsoft 365 applications
- Onboarding and offboarding software and information.
Verizon & AT&T In-Home Tech Expert
Asurion
01.2021 - 05.2022
- Produced insightful reports to meticulously monitor performance and meticulously dissect trends.
- Traveled across diverse Georgia regions, extending personalized technical support to customers in the comfort of their homes.
- Skillfully educated Verizon and AT&T clientele on the adept utilization of their technological devices, ensuring seamless integration into their lives.
- Distinguished by facilitating the sale of comprehensive insurance policies, safeguarding their cherished home technologies and rendering them eligible for coverage.
Tech Support
Verizon
08.2019 - 01.2021
- Delivered top-notch technical support via phone, email, and chat for various products and services.
- Efficiently diagnosed and resolved technical issues, documenting comprehensive solutions.
- Provided level 1 remote through 2 tech support with clear step-by-step guidance to ensure customer understanding and satisfaction.
- Collaborated on projects to enhance service delivery and built valuable relationships with community decision makers.
- Contributed to the development and maintenance of knowledge bases and troubleshooting resources.
- Demonstrated exceptional customer service and expertise in software configuration, installation, and system upgrades.
- Offered remote assistance for comprehensive technical support, addressing inquiries effectively.
Technology Sales Consultant
Russell Cellular
11.2017 - 07.2019
- Proactively diagnosed and resolved software, hardware, and network-related issues, showcasing effective problem-solving skills.
- Prioritized customer satisfaction through timely issue resolution and a customer-centric approach.
- Engaged customers in personalized discussions, understanding their needs and providing tailored recommendations for mobile products and accessories.
- Consistently exceeded sales targets by skillfully demonstrating products, utilizing upselling and cross-selling methods.
- Displayed comprehensive product knowledge, assisting customers in informed purchasing decisions and understanding mobile phone features and benefits.
Education
Associate Degree - Help Desk Support
West Georgia Tech
05.2020
Associate Degree - Networking Specialist
West Georgia Tech
05.2020
Bachelor of Science - Cloud Computing
Western Governors University
Salt Lake City, UT05.2026
Skills
- 6 years of dedicated customer service experience
- Proficient with Microsoft Windows for over 10 years
- Seasoned peer support enthusiast for 4 years
- Equipped with 3 years of expertise in staff training
- Successfully navigating technology sales for 7 years
- Cultivating small business relations through 3 years of sales prowess
Accomplishments
- Coin of Excellence for Highest Sales in the Region
- Coin of Excellence for Customer Care
Timeline
IT Field Support Analyst
Atlanta Public School System
10.2023 - Current
5g Expert and Tech Support Peer Advisor
Asurion
05.2022 - 08.2023
Verizon & AT&T In-Home Tech Expert
Asurion
01.2021 - 05.2022
Tech Support
Verizon
08.2019 - 01.2021
Technology Sales Consultant
Russell Cellular
11.2017 - 07.2019
Associate Degree - Help Desk Support
West Georgia Tech
Associate Degree - Networking Specialist
West Georgia Tech
Bachelor of Science - Cloud Computing
Western Governors University
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