Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Samuel Evans

Summary

Resourceful customer service and IT specialist with a proven track record in troubleshooting and customer loyalty enhancement. Demonstrates consistent achievement in productivity goals and performance metrics. Skilled in communication, professional patience, and efficiency to drive customer satisfaction. Looking to leverage expertise to contribute to organizational success

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Support Specialist (Remote)

Working Solutions
11.2024 - Current
  • Project Advisor for Angi.com

TSA Contractor

System Integration, Inc.
03.2024 - Current
  • National Transportation Vetting Center call agent

Planned Career Break
08.2024 - 10.2024
  • Attended Trading Academy
  • Further upgrading my trading skills

Senior Account Specialist (Remote)

Discover Financial Services
10.2022 - 07.2024
  • Handled roughly 1000 calls per month
  • Handled Chat feature
  • Consistently winning top 5% in all billing department performance metrics
  • Achieved monthly Top Billing Agent for 5/23

Retention Specialist (Remote)

Dish Network
01.2022 - 08.2022
  • Attained required 65% loyalty save rate
  • Averaged 200 sales/customer service calls per week

Planned Career Break
08.2021 - 12.2021
  • Day trading
  • Advancing my skills with options trading to support my business

I.T. Analyst (Hybrid)

Exelon Corporation
01.2018 - 07.2021
  • Worked all shifts supporting various systems in high pressure I.T. Network Operations Center for Exelon power company.
  • Worked all Network, Server and system outage issues as they arose.
  • Assisted with training newly hired personnel.

Tier 3 NOC Technician

Skyline Technology Solutions
06.2015 - 01.2018
  • Work in the Network Operations Center monitoring customer networks
  • Troubleshoot network connectivity issues across a wide range of routers and switches.
  • Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions
  • Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests utilizing trouble ticket system.
  • Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

Switch Technician

Verizon Wireless
04.2012 - 06.2015
  • Responsible for the advanced installation, operation, and maintenance of switching, data communications, and peripheral equipment associated with the Mobile Telephone Switching Office.

Technical Support Analyst

Verizon Wireless
09.2009 - 04.2011
  • Responsible for all desktop/laptop support in the WBV region. Provide support for Windows XP & Windows 7, over 30 internal & third-party applications, as well as multi-vendor laptop & desktop. Perform operating system and application pushes. Manage AD accounts. Train users on applications, data backups and hardware through creation of training documents and one-on-one consultation. Perform virus removal and data recovery. Act as liaison between many different groups and supporting vendors to resolve network element connection issues.

Education

B.S. - Computer Information Technology

University of Maryland University College
Adelphi, MD

A.A.S. - Network Management

Anne Arundel Community College
Arnold, MD

Skills

  • Experienced with call center environment
  • Friendly and empathetic
  • Constantly exceeds all metrics
  • Ability to remain calm in high-pressure situations
  • Process-oriented
  • Customer service
  • Customer support
  • Customer satisfaction
  • Call center customer service

Accomplishments

TOP 5% im company metrics


Certification

CCNA

Timeline

Customer Support Specialist (Remote)

Working Solutions
11.2024 - Current

Planned Career Break
08.2024 - 10.2024

TSA Contractor

System Integration, Inc.
03.2024 - Current

Senior Account Specialist (Remote)

Discover Financial Services
10.2022 - 07.2024

Retention Specialist (Remote)

Dish Network
01.2022 - 08.2022

Planned Career Break
08.2021 - 12.2021

I.T. Analyst (Hybrid)

Exelon Corporation
01.2018 - 07.2021

Tier 3 NOC Technician

Skyline Technology Solutions
06.2015 - 01.2018

Switch Technician

Verizon Wireless
04.2012 - 06.2015

Technical Support Analyst

Verizon Wireless
09.2009 - 04.2011

A.A.S. - Network Management

Anne Arundel Community College

B.S. - Computer Information Technology

University of Maryland University College

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Samuel Evans