Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Schuquan Dewitt

Frankfort,NY

Summary

Personable, lively and dedicated Customer Service Representative with extensive experience in the technical support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Technical Support Engineer

SimpliSafe
Richmond, VA
09.2020 - 02.2023
  • Provided remote assistance to end-users when needed.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Assisted users with password resets and account lockout resolutions.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Evaluated new technologies in order to recommend solutions that meet customer needs.
  • Contributed to knowledge base by creating and maintaining articles and other technical documents.
  • Resolved complex technical problems through root cause analysis techniques.
  • Oversaw daily performance of computer systems.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Asked customers targeted questions to diagnose problems and provided timely solutions.
  • Configured, maintained, and monitored computer systems for optimal performance.

Deposit Services Representative

Teleperformance
Richmond, VA
01.2019 - 08.2020
  • Supported customers with online billing, access and account issues.
  • Assessed the impact of proposed changes on existing systems prior to implementation.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Participated in special projects as assigned by management team.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Served as first point of contact for incoming technical service calls and emails.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Collaborated with other departments such as sales, marketing, and engineering, as required.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Verified amounts and integrity of every check or funds transfer.
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices.
  • Verified accuracy of customer information in system databases.

Warehouse Worker

Amazon
Richmond, VA
02.2018 - 01.2019
  • Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
  • Secured items in truck by strapping over protective padding.
  • Investigated any reported problems regarding shipping errors or damages.
  • Monitored work areas for cleanliness and functionality and removed obstacles for safety.
  • Updated inventory and production information using warehouse management systems and scanner guns.
  • Examined packages and goods for damage and notified vendors of replacement needs.
  • Received and tracked incoming inventory shipments.
  • Used pallet jacks to move items to and from warehouse locations.
  • Used scanners to track parcel information, condition or receipt.
  • Applied barcodes to cargo and used digital scanners to track and locate materials during transportation.
  • Loaded and unloaded trucks with hand-trucks, pallet jacks, and forklifts.
  • Counted number of boxes or units in loading docks to confirm proper completion of work orders.
  • Protected items by wrapping in cling film, padded moving blankets and tape.
  • Identified discrepancies between physical count and computer data.
  • Checked cargo before transportation and determined if items adhered to proper regulation standards.
  • Collaborated with other movers when loading large equipment to prevent potential accidents.

Server Supervisor

Fridays Child Daycare
Richmond, VA
07.2015 - 02.2018
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided ongoing support to servers while they are on the job.
  • Monitored dining room activities to ensure customer satisfaction.
  • Provided cross and ongoing training to help servers and wait staff improve skills crucial for productivity.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Oversaw food preparation and safety protocols to comply with federal, state and local regulatory guidelines regarding food service.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Prepared workstations with ingredients and tools to increase efficiency.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.

Education

Some College (No Degree) -

Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ

Skills

  • Problem-Solving
  • Computer Security
  • Critical Thinking
  • Process Improvement
  • Interpersonal Communication
  • Technical Troubleshooting
  • System Troubleshooting
  • Customer Service
  • Customer Relationship Management
  • Employee Training
  • Personnel Training
  • Attention to Detail
  • Product Knowledge
  • Root Cause Analysis

Affiliations

  • Registered USA Amateur Boxer
  • Knockout of the Night Winner @ Ben Wallace Gym Boxing Invitational

Timeline

Technical Support Engineer

SimpliSafe
09.2020 - 02.2023

Deposit Services Representative

Teleperformance
01.2019 - 08.2020

Warehouse Worker

Amazon
02.2018 - 01.2019

Server Supervisor

Fridays Child Daycare
07.2015 - 02.2018

Some College (No Degree) -

Maricopa Community Colleges - Rio Salado Community College

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Schuquan Dewitt