Rasheed Sakil
Newark,DE
Summary
Substantial knowledge of hands-on applications of management practices, theories and techniques. Strong track record of analyzing and evaluating organizational needs and producing, conducting, and coordinating effective studies and project analysis. Skilled in evaluating program effectiveness; formulating, advocating, and justifying programmatic and process improvements to senior leadership and implanting recommendations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Regional Support Specialist
ADT Security
08.2024 - Current
- Coordinate technicians' schedules for new system installations and repair services for a specific geographic area.
- Balance technician efficiency and productivity with customer appointment times. This involves strategic planning and re-prioritizing jobs as needed.
- Notify customers of any changes or delays to their appointments. Administrative duties: Handle tasks like tracking on-time arrivals to support local ADT branches and enhance customer satisfaction.
- Address scheduling exceptions, such as emergency requests or appointment inquiries, and resolve issues for customers.
- Act as a liaison, providing daily updates to technicians, customers, and management via various communication channels.
- Dispatch technicians for after-hours emergency customer requests and ensure a timely response.
Manager, Multi-Stores DE
Verizon Wireless
10.2012 - 07.2024
- Responsible for the investigation of daily operations for technical and business operations for both internal and external customers
- Delivers a platinum customer experience by demonstrating products and services that will enhance the relationship between Verizon Wireless and current and potential customers
- Proactively contact existing customers to ensure they are getting the most out of our products and services.
- Accountable for various validations, activations, and assignments of equipment on subscriber reports
- Inspire and excite customers about how our solutions can impact their lives
- Provide our customers with a basic understanding of the functionality of the products and accessories they purchase so that they can immediately enjoy their innovative solutions
- Proficiently operating as liaison for technical operations and customer service.
- Prepared and disbursed reports for upper management
Customer Account Executive
Comcast Corporation
07.2010 - 10.2012
- Successfully communicated with customers on resolution of their cable, internet, and telephone issues
- Applied and adapted analytical techniques and evaluation criteria to evaluate the effectiveness and efficiency of activities within the various sales and technical processes and implementing corrective actions with solutions
- Supported maintenance teams in the planning, staging, and resolving of outages throughout the regional service areas
- Troubleshoot and resolve technical issues
- Respond to all inbound service calls for commercial accounts.
- Perform LAN/WAN configuration, TCP/IP, VPN, and third-party devices and applications.
- Coordinated and Dispatch field technicians on setting up and activating of clients’ new devices.
- Document and record all calls with Remedy ticketing system.
- Nurtured and resolved technical escalations and damage claims, resulting in the client retention of many customers
- Maintained all account records in compliance with FCC guidelines
- Improved processes by quickly and efficiently dispersing information to technician
Technical Support Manager
Apptix
08.2007 - 07.2010
- Managed a team of eight (8) technicians in delivering supportive service for clients
- Monitored and managed public folders, DSN records; delivered phased migration support and recipient policy management for clients using Active Directory 2003.
- Provide support on planning, execute, and manage IT projects and meeting the deadlines.
- Resolved escalated issues appropriately
- Develop and research new solutions for the business to reduce operational cost and increase efficiency throughout the company.
- Ensure network and data security.
- Managed hardware and software installation
- Cultivated relationships and interactions with various employees and management within the organization
- Documentation of procedure and creating work instructions
Education
Bachelor’s degree - Cybersecurity
University of Phoenix
Bachelor of Science - Computer Science
Virginia State University
Petersburg, VirginiaSkills
- MS Office Suite
- Dell/Gateway/Compaq desktops and notebooks
- Mac/Printers/Scanners/SMC modem
- SharePoint 20/30
- Active Directory Windows 2003
- Server/Advanced Server
- BlackBerry Certified Support Technician
- Remote support
- Advanced troubleshooting
- Mobile device management
- Hardware installation
- Wireless networking
- Strong problem solver
- Support services
- Continuous improvement
- Supply restocking
Certification
- Network Plus
- A Plus
Timeline
Regional Support Specialist
ADT Security
08.2024 - Current
Manager, Multi-Stores DE
Verizon Wireless
10.2012 - 07.2024
Customer Account Executive
Comcast Corporation
07.2010 - 10.2012
Technical Support Manager
Apptix
08.2007 - 07.2010
Bachelor of Science - Computer Science
Virginia State University
Bachelor’s degree - Cybersecurity
University of Phoenix
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