Raymond Covey
Dickson City,PA
Summary
Reliable, professional and kind individual who pivoted from Retail to Information Technology, with a focus on entering the Networking field.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Service Desk Level 1
C3i Solutions
Pittston, PA
10.2021 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assigned to assist Executive/VIP clientele to assist with troubleshooting, resolving, or escalation in a timely fashion
- Backlog team member, where we troubleshoot and resolve issues sent to or returned by escalation teams
- Experience with Active Directory, Microsoft Office O365 suite, SAP, MobileIron Mobile Device Management and Windows environment
Assistant Manager
Spencers Gifts, LLC.
Scranton, Pennsylvania
11.2014 - 09.2021
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Achieved drop in shrink from 1.01% to 0.51% in first year
Sales Associate
Spirit Halloween LLC
Dickson City, Pennsylvania
08.2014 - 11.2014
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
Education
High School Diploma -
Mid Valley Secondary Center
Throop, PA06.2007
Skills
- Microsoft Active Directory
- Microsoft Windows and Office O365
- Cisco AnyConnect
- Systems, Applications & Products in Data Processing (SAP)
- MobileIron Mobile Device Management
- Account Administration (for Active Directory and SAP)
- Hardware Evaluation
- Responding to Technical Questions
- Friendly and Patient
- Creative Issue Resolution
Certification
- CompTIA Network+ N10-007 Certified - June 2022 (can provide proof of certification upon request)
Timeline
Service Desk Level 1
C3i Solutions
10.2021 - Current
Assistant Manager
Spencers Gifts, LLC.
11.2014 - 09.2021
Sales Associate
Spirit Halloween LLC
08.2014 - 11.2014
High School Diploma -
Mid Valley Secondary Center
- CompTIA Network+ N10-007 Certified - June 2022 (can provide proof of certification upon request)
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