William Lebron
Boynton,FL
Summary
Industrious and Performance-driven Technical Specialist enthusiastic about improving business IT standards and optimizing resources. Knowledgeable about updating software and devices to maintain current software and hardware for optimum productivity. Leveraging training and problem solving abilities to contribute technical knowledge to company and employee success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
System Support Agent
Masters Telecom
01.2023 - Current
- Work with various IT equipment, configure, and troubleshoot VoIP phone systems and routers
- Provision routers and other IT gear, with brand names such as Fortinet, Algo, Pepwave/Peplink, Dataremote and more!
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitor systems in operation and quickly troubleshoot errors.
- Communicate with clients to verify roots and causes of computer problems.
- Brake down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Connect to computer of client using remote link to install new programs and applications.
Retail Store Manager
T-Mobile USA (Corporate)
01.2019 - 01.2023
- Responsible for the development and support of my employees, by inspiring them to give the best customer service to every customer every time
- Assist with customer-related technical issues to positively impact the customer’s experience
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Troubleshoot customers’ devices and accounts to find the best solution for their situations
- Optimized store displays and appearance via strategic merchandising.
- Provide data analysis to deliver financial results on key performance indicators
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Drive operational efficiencies to minimize risk and prevent loss
- Provide data analysis to look for any lost or misplaced products, give a full report on the cause, and provide a solution
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Created employee schedules to align coverage with forecasted demands.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Technical Specialist
Apple USA
01.2018 - 01.2019
- Provide technical support to Apple customers in need
- Listen to the customer’s situation and diagnose the issue as quickly as possible
- Completed troubleshooting and diagnostics on company resources.
- Offer solutions based on the outcome of the diagnostic of the customer’s device and position the value of the solution that best fits their situation
- Trained users on desktops, laptops and mobile devices.
- I made sure to be as prompt and quick as possible to respect customers’ time demands
- I earned the trust of the customers and my coworkers and offered them mentorship, knowledge, tips, and training.
Education
Cybersecurity in CompTIA+, Ethical Hacking, and C.I.S.S.P -
MIT/Simplilearn
01.2023
Associate of Arts in Business Administration -
American Intercontinental University
01.2022
Certified Technical Specialist -
Apple USA
FL High School Diploma -
Deerfield High School
Skills
- Tech Support
- User Training Skills
- Product Reliability
- Hardware and Software Updates
- Apple IOS
- User Experience
- Onsite Support
- Bug Fixes
- Configuring Devices
- Responding to Technical Questions
- Computer Operating Systems
- Technical Support Background
Certification
Certification Hacker Mindset
Cradlepoint Certified Network Professional
Cradlepoint Certified Network Professional — NetCloud Exchange
Certified Technical Specialist
Timeline
System Support Agent
Masters Telecom
01.2023 - Current
Retail Store Manager
T-Mobile USA (Corporate)
01.2019 - 01.2023
Technical Specialist
Apple USA
01.2018 - 01.2019
Cybersecurity in CompTIA+, Ethical Hacking, and C.I.S.S.P -
MIT/Simplilearn
Associate of Arts in Business Administration -
American Intercontinental University
Certified Technical Specialist -
Apple USA
FL High School Diploma -
Deerfield High School
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