Summary
Overview
Work History
Education
Skills
Performance Metrics (CSTAT)
Additional Information
Timeline
Generic

Trevon Richardson

Mandeville,LA

Summary

Results-driven Systems Support Specialist with expertise in remote diagnostics and customer service. Proficient in troubleshooting Windows and macOS environments, consistently resolving technical issues while achieving high customer satisfaction. Demonstrated ability to manage high call volumes, ensure seamless hardware installations, and maintain network security, contributing to improved network efficiency and reduced downtime. Experienced in helpdesk support, network administration, and device support, with a strong focus on optimizing system performance and user productivity.

Overview

4
4
years of professional experience

Work History

Systems Support Specialist

PB&J TV Family
Covington, LA
10.2021 - Current
  • Serve as the primary contact for technical support, addressing customer inquiries via phone and email.
  • Perform remote diagnostics and troubleshooting for camera systems, network connectivity, and display equipment.
  • Accurately document and track all customer interactions and technical issues within internal systems.
  • Escalate complex issues to higher-level technicians when necessary.
  • Assist with on-site installations and hardware setup.
  • Follow up with customers to ensure complete resolution and satisfaction.
  • Manage a high volume of incoming support calls with professionalism, calmness, and efficiency.

Education

High School Diploma -

Mandeville High
Mandeville, LA
05-2013

Skills

Remote diagnostics and support

  • Customer service and issue resolution
  • Windows and macOS troubleshooting
  • Hardware and software installation
  • Basic networking support
  • Diagnostic tools and ticketing systems
  • Printer installation and troubleshooting

Performance Metrics (CSTAT)

January 1, 2024 – April 9, 2025

  • Tickets Solved: 7,223
  • One-Touch Resolution Rate: 89.8%
  • Customer Satisfaction Score: 89.6%
  • Average Resolution Time: 0.02 hours

Past 6 Months

  • Tickets Solved: 2,341
  • One-Touch Resolution Rate: 89.5%
  • Customer Satisfaction Score: 86.5%

Additional Information

  • Reliable transportation
  • Flexible availability, including regular overtime and variable shifts
  • Committed to confidentiality and professional workplace standards

Timeline

Systems Support Specialist

PB&J TV Family
10.2021 - Current

High School Diploma -

Mandeville High

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Trevon Richardson