Roscoe Pretlow IV
Chesapeake,VA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Contact Center Agent
Integral Federal
10 2024 - Current
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Assisted customers by answering questions and responding to inquiries.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
- Utilized detailed product knowledge to provide tailored solutions that met the unique needs of each customer encountered.
Tier 1 NNPI Agent
SAIC
11 2023 - 10 2024
- Documented over 3,000 tickets using ticketing system to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
Assistant
Super Stringer/Bowling Bigger LLC
08.2022 - 08.2023
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Monitored and ordered 50,000 dollars worth of supplies and materials to keep office well stocked.
Assistant Manager
Vector Marketing Company
06.2018 - 01.2020
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Mentored team of 20 receptionists to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
Bachelor of Science - Pre-Professional Biology
Norfolk State University
Norfolk, VA05.2021
Skills
- Remote Support
- Active Directory
- Software Support
- Hardware Support
- Windows 10 & 11
- Linux
- PowerShell
- Technical Documents Comprehension
- File Server Management Rights
- Programming Languages (Python & Java)
- Microsoft Applications Proficiency
- Flank Speed
- SIPR Trained
Certification
CompTIA Security Plus
Studying for AZ-104
Clearance
Active Secret Clearance
Timeline
Assistant
Super Stringer/Bowling Bigger LLC
08.2022 - 08.2023
Assistant Manager
Vector Marketing Company
06.2018 - 01.2020
Contact Center Agent
Integral Federal
10 2024 - Current
Tier 1 NNPI Agent
SAIC
11 2023 - 10 2024
Bachelor of Science - Pre-Professional Biology
Norfolk State University
CompTIA Security Plus
Studying for AZ-104
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