Victor Powell
Augusta,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Technical Support Representative
WOW
Augusta, GA
05.2006 - 05.2024
- Responsible for inbound telephone inquiries and promoting WOW products and services. I answered questions from customers regarding service issues while maintaining acceptable statistical Call Center standards.Also, provided customer education and light troubleshooting for efficient, professional, and courteous resolution focusing on customer satisfaction and retention.
- Essential Employee Work at home (3/20-5-24) during COVID-19 outbreak. During this time, I worked via VPN or virtual desktop environment at home. During this time my department was working on special projects. Each project was focused on customer needs and retention.
- The first project was assisting subsidiary Nulink with their customers after a tornado
- The second project was repeat calls. This project was to assist callers on unresolved issues .
- The third project was White Glove. We assisted new customers in education on our new products and services and assisted to resolve billing and service issues.
- The final project was The Affordable Connectivity Program We assisted customers during the ene=rollment and registration process and assisted with upgrades /downgrades, move and transfer of service or if a customer was transferring out and disconnection of service.
Education
Diploma - Business Management
Savannah River College
Augusta, GA01-2008
Associate of Business Management - Microsoft Network Engineer
Savannah River College
Augusta, MT08-2003
Some College (No Degree) - Business Administration Information Systems
University of Pheonix
Augusta, GASome College (No Degree) - Accounting Major
Shawnee State University
PortsmouthSkills
- Installing, configuring, troubleshooting and supporting a client/server network
- Configuring DNS to support Active Directory
- Monitoring and optimizing Windows Environment
- Integration of DHCP, DNS and WINS
- Installing Active Directory and troubleshooting Problems
- Using sites to optimize replication, authentication and Active Directory services
- Configuring Active Directory structure (OU’s, sites, domains, users, and groups to support GPO’s and setting security using GPO’s
- Configuring and using Network monitoring applications
Timeline
Technical Support Representative
WOW
05.2006 - 05.2024
Diploma - Business Management
Savannah River College
Associate of Business Management - Microsoft Network Engineer
Savannah River College
Some College (No Degree) - Business Administration Information Systems
University of Pheonix
Some College (No Degree) - Accounting Major
Shawnee State University
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