Samson Mack
Jacksonville,FL
Summary
Researcher and developer with 2 years of call center and tons of customer service experience prior. Skilled in leading upon learning, communicating, reaching company deadlines, managing several calls per day, and troubleshooting customer equipment. Experience working in collaborative environments while also working on individual assignments. Countless hours put into volunteer work, helping the community, and helping other communities strive to be better than before. Countless hours in self-study, earning Sec+ certification, with high knowledge in Net+, and A+.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Electronic Repair, Researcher & Development
Early Upgrade
10.2023 - Current
- Perform research on circuit boards to increase knowledge and to provide valuable contributions.
- Deconstructing and reconstructing tablets, phones, and watches to find the nand chip for drilling.
- Soldering wires together for the construction of the bot.
- Collaborated with leadership team to identify relevant questions and determine best methods of collection for drill points and bot construction.
- Taking accurate dimensions of different devices to be deconstructed in the bot.
Field Technician
Asurion
04.2023 - 09.2023
- Communicated with customers to provide updates, gather information and resolve issues.
- Upsell customers on products Asurion offered and strategically tailored each offer to specific customer needs.
- Communicated with supervisor daily to report progress, discuss issues and seek guidance.
- Collaborated with other field technicians to resolve complex technical issues.
TSR (Technical Support Representative)
Focus
05.2022 - 11.2022
- Assisted around 35 customers per day, identifying issues with technical equipment and explained solutions to restore service and functionality using troubleshooting and reboots.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Concluded each call by submitting tickets with detailed analysis of what was resolved and what problems were not, if necessary.
Call Center Agent
DialAmerica
05.2019 - 03.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volumes of customers every day, managing over 45 calls per day.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Caregiver, Special Needs
The Arc Of Jacksonville
05.2018 - 09.2018
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted patients with self-administered medications.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Education
Associates In Arts Degree - Health Sciences
North Greenville University
Tigerville, SC08.2021
Associate of Arts - Health Science
At Hillsborough Community College
Tampa, FL08.2020
Skills
- Android Troubleshooting
- Circuit Boards
- Soldering wire
- Windows 10
- IOS troubleshooting
- Hardware Upgrades
Skills
- Port numbers
- Knowledge in CompTIA Network
- Knowledge in CompTIA A
- Competitive Gaming
- Self studying technology
- Reading
Interests
Certification
- Security+ (SY0-601) Certification, from CompTIA, valid through October 2022 - October 2025
- https://www.credly.com/badges/6134729d-46ab-49d9-83a6-4170cb774829/public_url
- Command Line Basics certificate, from Cybrary
Websites
Timeline
Electronic Repair, Researcher & Development
Early Upgrade
10.2023 - Current
Field Technician
Asurion
04.2023 - 09.2023
TSR (Technical Support Representative)
Focus
05.2022 - 11.2022
Call Center Agent
DialAmerica
05.2019 - 03.2021
Caregiver, Special Needs
The Arc Of Jacksonville
05.2018 - 09.2018
Associates In Arts Degree - Health Sciences
North Greenville University
Associate of Arts - Health Science
At Hillsborough Community College
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