Verdell Newman III
Jacksonville,FL
Summary
Seeking position which will enhance my 3 plus years of exceptional knowledge and experience in the help desk, IT support, systems admin and Customer Service skills.
Overview
9
9
years of professional experience
Work History
Help Desk Analyst Tier II
DIVERSANT, LLC. ( Bank of America)
Jacksonville, Florida
03.2017 - Current
- Installed software, modified and resolved technical issues.
- Managed call flow and responded to technical support needs of users .
- Met and exceeded company metrics and productivity goals
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with users at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Followed up with clients to ensure optimal customer satisfaction.
- Conducted research to address customer concerns.
- Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
- Diagnosed and troubleshoot Mac iOS blackberry android and Windows processing problems and applied solutions to increase company efficiency.
- 5 years of technical support experience.
- Provided base level IT support to non-technical personnel within the business.
- Researched, troubleshot and resolved complex problems independently.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Resolved problems with malfunctioning products.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
- Set up PC and Apple desktops and laptops and all types of mobile devices.
- Used ticketing systems to manage and process actions taken.
Applecare Sr. Advisor
Convergys Corporation
Jacksonville, FL
10.2016 - 03.2017
- Remotely installed software, modify/repair hardware, resolved technical issues.
- Provided base level IT support to non-technical customers and personnel
- Follow up with clients to ensure optimal customer satisfaction.
- Conducted research to address customer concerns.
- Remain up-to-date on the latest technologies and solutions applicable to company products.
- Researched/troubleshot/resolved complex problems independently.
- Maintained high departmental standards for quality and productivity metrics.
- Worked closely with team members to meet or exceed all customer service requirements.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
- Managed customers\' expectations and experience to a high degree of customer satisfaction.
- Enthusiastically participated in job related training.
- Assessed client\'s profiles and aligned them with the best possible products and services to meet their needs.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Applecare mac+ Advisor
Convergys Corporation
Jacksonville, FL
10.2014 - 05.2016
- Installed software, modified and repaired hardware and resolved technical issues.
- Met and exceeded company productivity goals
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Created cases and claims for damaged, lost or displaced packages.
- Resolved problems with malfunctioning products.
- Followed up with clients to ensure optimal customer satisfaction.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
NetView IT Contractor
Netview
Jacksonville, FL
06.2014 - 06.2014
- Contract IT installation and support for POS Migration at several Wells Fargo locations in Jacksonville, Daytona Beach and Cocoa Beach.
- Worked under minimal supervision with a team of contractors upgrading Wells Fargo branches with Windows 7.
- Maintain inventory of New and current PC\'s and laptops for bank branches until job complete
- Installed software/modified/repaired hardware/resolved technical issues.
- Provided base level IT support to non-technical personnel within the business.
- Resolved users issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism toward users.
Applecare Advisor
Convergys Corporation
Jacksonville, FL
06.2013 - 10.2014
Inbound
call center, assistance Apple customers with technical assistance with Apple
products, such as, iPhones, iPods, and iPads.Remotely assist with MAC issues
including MAC Pro. Apple iOS 6 and 7 operations and technical issues,
troubleshooting CPU issues. Assist customers with account security, non-responsiveness,
password resets, downloads, back up assistance, software updates, warranty
issues, break fix questions, removal of Malware and Adware etc. Use/knowledge
of MAC Keeper, Install MAC, TROVI, Search & Protect, Yosemite 10.10,
Mavericks 10.9 etc. Extensive work
knowledge of Yosemite/OSX – troubleshooting with resolution.System Management
Controller(SMC) reset, Parameter RAM(PRAM) reset, recover to determine repair
disk is needed, Password resets on MAC, Reset admin passwords, Set up hard
drive partitions, Wi-fi diagnostics. Troubleshooting and technical assistance
for iOS8, 9, 10 and CPU. Knowledge of APPLE products, devices and services,
including MAC and iPhone.
Education
Associates of Science - Computer Information Science
Florida Metropolitan University
2008
Skills
- Customer service expert
- Analytical and critical thinker
- Skilled at mediation
- Fast learner
- Skilled multi-tasker
- Knowledge of Mac systems
- Skilled in HTML, HTTP and IP
Timeline
Help Desk Analyst Tier II
DIVERSANT, LLC. ( Bank of America)
03.2017 - Current
Applecare Sr. Advisor
Convergys Corporation
10.2016 - 03.2017
Applecare mac+ Advisor
Convergys Corporation
10.2014 - 05.2016
NetView IT Contractor
Netview
06.2014 - 06.2014
Applecare Advisor
Convergys Corporation
06.2013 - 10.2014
Associates of Science - Computer Information Science
Florida Metropolitan University
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