Robert Randolph II
Greensboro,NC
Summary
Client Support agent with expertise providing top tier troubleshooting support, exceptional computer aptitude and telephone etiquette, looking to further my skillset and advancement.
Overview
14
14
years of professional experience
Work History
Solutions Delivery Specialist
Truist Bank
03.2021 - Current
- Developed strong relationships with customers through effective and efficient communication
- Assisted customers in understanding loan terms and conditions to make informed decisions
- Collected loan applicants’ credit histories, financial statements and all necessary financial
Network Support Technician
General Dynamics Information Technology
01.2017 - 02.2021
- Troubleshot hardware and software to determine and rectify network problems
- Troubleshot internet connectivity and VPN issues. Used Active Directory to assist with network account issues
- Supported users both local and by phone with problem resolution and education. Answered and triaged requests for assistance in order to provide top tier customer service
Tier 2 Mac OS/iOS Advisor
Apple
01.2016 - 12.2016
- Provided top tier troubleshooting and desktop support on Windows, Linux and Mac systems.
- Resolved diverse range of technical issues on Mac OS and iOS for customers across multitudinous time zones.
- Assisted customers with product selection based on stated needs, proposed use and budget.
Tier 1 IOS Advisor
Apple
01.2014 - 12.2015
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to all things iPhone, iPod, and Apple Watch
Technical Support Representative
Conduit Global
08.2011 - 12.2013
- Troubleshooting problems and resolved customer issues from devices, to billing, to service concerns
- Generated excitement for new solutions and products that could enhance customer experience
- Assessed customer’s needs and translated into solutions
Education
High School Diploma -
Ben L. Smith High School
Greensboro, NC2011
Skills
- Persuasive speaker
- Strong and creative problem-solving aptitude
- MS Windows proficient
- Mac OS/iOS proficient
- Exceptional verbal communication
- High level of adaptability
- Fast learner
- Network troubleshooting
- Network configuration
- Telephone etiquette
Timeline
Solutions Delivery Specialist
Truist Bank
03.2021 - Current
Network Support Technician
General Dynamics Information Technology
01.2017 - 02.2021
Tier 2 Mac OS/iOS Advisor
Apple
01.2016 - 12.2016
Tier 1 IOS Advisor
Apple
01.2014 - 12.2015
Technical Support Representative
Conduit Global
08.2011 - 12.2013
High School Diploma -
Ben L. Smith High School