William Popejoy
McMinnville,TN
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively.
Driven by a passion for continuous learning and successfully navigating change. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
3
3
years of professional experience
Work History
IT Technical Support Specialist
Ben Lomand Telephone Cooperative
McMinnville, TN
08.2023 - Current
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Used remote login tools to assist clients with technical and product questions.
- Conducted remote diagnostics to identify and solve technical problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Developed and maintained strong relations with customers to meet quality expectations.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Participated in after-hours on-call rotation for critical support needs.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Fulfillment Lead
Lowes Home Improvment
McMinnville, TN
11.2021 - 01.2023
- Read orders to verify attributes and quantities of merchandise.
- Collaborated with other departments to develop long-term solutions that improve customer service experience.
- Inspected merchandise for wear or defects, disposing of damaged items as instructed by supervisors.
- Operated forklift and pallet jack to transport heavy loads.
- Entered new orders into system and maintained accurate daily logs and permanent records.
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Reorganized teams and workflows to meet changing conditions and company targets.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
Education
High School Diploma -
Warren County High School
McMinnville05-2020
Skills
- Asset management
- System configuration
- Help desk support
- Database administration
- Ticketing system experience
- Wireless networking
- Printer support
- Operating system support
- Remote desktop support
Timeline
IT Technical Support Specialist
Ben Lomand Telephone Cooperative
08.2023 - Current
Fulfillment Lead
Lowes Home Improvment
11.2021 - 01.2023
High School Diploma -
Warren County High School
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