Vidal Robinson
Inkster,MI
Summary
Reliable, friendly, and tech-savvy individual with a knack for quickly grasping new concepts and skills. Passionate about delivering exceptional client service and ensuring a satisfying experience in every interaction. Demonstrated expertise in client satisfaction and customer service gained through years of experience in previous and current roles. Proven ability to thrive as part of a team in fast-paced and high-stress environments. Skilled in supervising and managing teams across various tasks and situations. Takes personal responsibility for meeting commitments and consistently delivers work with speed and accuracy. Highly motivated individual driven by a genuine desire to help others, always seeking to incorporate innovative and fresh ideas into the work process.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IOC Analyst
NTT Data
04.2020 - Current
- Efficiently resolved over 100 hardware and software issues per week, achieving a 95% first touch closure rating.
- Proficient in troubleshooting Windows and macOS operating systems, configuring network devices, and managing user accounts in Active Directory.
- Experienced with server monitoring and management, ensuring optimal performance and uptime.
- Adept at troubleshooting and assisting users with mobile devices, including iOS and Android operating systems.
- Validated results and performed quality assurance to assess the accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Technical Support Representative
Secure-24
10.2017 - 05.2020
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into easily understandable language for non-technical users.
- Assisted with updating technical support best practices for use by the team.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
Advanced Repair Agent
Besy Buy
01.2017 - 10.2017
- Assembled, maintained, and repaired system hardware.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Installed and programmed variety of consumer products.
- Followed detailed repair and maintenance procedures for consumer products.
- Inspected and tested, repaired and refurbished products for proper operation.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Completed all repair and maintenance activities promptly and to high quality standards.
Consulation Agent
Best Buy
08.2015 - 01.2017
- Listened carefully to customers and explained complex insurance information simply and concisely.
- Worked with multiple carriers and offered customers best insurance options for specific needs.
- Generated new sales, retained existing members and grew overall book of business through multiple product offerings.
- Responded to customer inquiries and requests regarding insurance, membership and financial products.
- Built rapport quickly and persuaded customers to buy without applying pressure.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Resolved computer and system networking problems to maintain user productivity.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Computer Engineering
Schoolcraft College
Livonia, MISkills
- Proficient in macOS and Windows operating systems
Experienced in troubleshooting hardware and software issues on both platforms
Skilled in computer maintenance and repair
- Knowledge of network printer installation and configuration
Ability to troubleshoot printer connectivity and performance issues
Familiarity with various peripheral devices and their integration
- Expertise in Microsoft Office Suite and other common productivity software
Ability to install, configure, and troubleshoot software issues - Accurate record-keeping and asset tracking skills
Familiarity with procurement processes
- Effective communication and negotiation abilities
Experience with warranty claims and repair processes
Ability to recommend appropriate hardware solutions
Understanding of compatibility and integration requirements
- Excellent customer service and technical support skills
Patient and clear communication style
Ability to explain technical concepts to non-technical users
- Training and instruction skills
Ability to create user-friendly documentation and tutorials
- Knowledge of VPN setup and troubleshooting
Experience providing remote support
- Experience with software patching and updates
Knowledge of antivirus and anti-malware solutions
- Asset management skills
Ability to plan for hardware upgrades and replacements
Knowledge of hardware lifecycle management best practices
- Excellent technical writing skills
Ability to create clear and concise documentation
Experience with document management and version control
Certification
- A + Certification
Timeline
IOC Analyst
NTT Data
04.2020 - Current
Technical Support Representative
Secure-24
10.2017 - 05.2020
Advanced Repair Agent
Besy Buy
01.2017 - 10.2017
Consulation Agent
Best Buy
08.2015 - 01.2017
Computer Engineering
Schoolcraft College
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