Rashad Jupiter
HOUSTON,TX
Summary
Dynamic technical support professional with proven sales experience at Apple Inc. and a CompTIA Security+ certification. Adept at resolving complex issues and enhancing customer satisfaction through effective communication and collaboration. Recognized for adaptability and a strong work ethic, consistently exceeding performance targets in fast-paced environments.
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.
Overview
15
15
years of professional experience
1
1
Certification
Work History
At Home Advisor
Apple Inc.
09.2014 - 05.2025
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Learned and adapted quickly to new technology and software applications.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked flexible hours across night, weekend, and holiday shifts.
- Assisted with typing, data entry, and answering incoming calls as required.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Issued receipts and processed refunds, credits, or exchanges.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
Technical Support Representative
AT&T
03.2011 - 09.2014
- Assisted customers and provided technical assistance over phone.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high call volume and responded to clients technical support needs.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Gained extensive knowledge in data entry, analysis and reporting.
Sales Consultant
Verge Mobile/T-Mobile
02.2010 - 01.2011
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Stayed knowledgeable on latest cellular devices innovations and technological advancements through continuous training.
- Provided sales and customer service assistance to walk-in traffic
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Built relationships with customers and community to promote long term business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Education
No Degree - Computer Science
Southern University of New Orleans
New Orleans, LANo Degree - Game Design
DeVry University
Houston, TXHigh School Diploma -
Sarah T. Reed Sr High School
New Orleans, LA05-2003
Skills
- CompTIA security certification
- Proven sales experience
- Strong work ethic
- Customer support
- Adaptability and flexibility
- Multitasking and organization
- Awareness of accessibility needs
- Verbal and written communication
- Collaborative teamwork
- Effective problem resolution
- Remote support
- Technical troubleshooting
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 35+ calls per day, providing information and service to ensure customer satisfaction.
Certification
CompTIA security+ certification
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
At Home Advisor
Apple Inc.
09.2014 - 05.2025
Technical Support Representative
AT&T
03.2011 - 09.2014
Sales Consultant
Verge Mobile/T-Mobile
02.2010 - 01.2011
No Degree - Computer Science
Southern University of New Orleans
No Degree - Game Design
DeVry University
High School Diploma -
Sarah T. Reed Sr High School