Xavier Smith
New Castle,DE
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
5
5
years of professional experience
Work History
Consumer Support Specialist
Phillips & Cohen Associates Ltd.
08.2022 - Current
- Analyze documents with precise detail
- Updated internal databases with information about technical issues and useful discussions with customers.
- Acted as first point of contact for prospective and returning customers and answered questions or routed through appropriate channels.
- Apply codes to documents to trigger department specific workflows
- Attend daily meetings.
- Followed up proactively with customers and verified full resolution of technical issues.
Audio Technician
B Lab Studios
12.2022 - 08.2023
- Convert studio from analog to digital work environment
- Managed compression, digitization and storage of audio data.
- Backed up audio files and transfer them to cloud for various systems
- Downloaded appropriate software's and extensions for Digital Audio Work stations.
- Maintained integrity of audio and support equipment and notified owner of repair or replacement needs.
- Set up, maintained and operated audio recording equipment and performed troubleshooting and audio system breakdown for sessions
- Set up soundboards, microphones, amplifiers, audio lines, monitors and speakers to satisfy production needs for live and recorded programming.
Service Now Nextgen Externship
Code Differently
03.2022 - 05.2022
- Receive hands on training in ITSM Fundamentals, CMDB Fundamentals, and ServiceNow
- Portal Fundamentals
- Capture and translate business needs into actionable requirements within the ServiceNow and Agile development application/module
- Develop Service Now portals and workflows for projects, as well as work with JavaScript for small projects
- Evaluate requirement changes and provide feedback to ensure alignment to original design objectives for ITSM processes in ServiceNow.
General Warehouse Associate
American Signature Furniture
11.2019 - 08.2022
- Located and loaded the customer's merchandise into their vehicles quickly and safely
- Ensured that a safe working environment is maintained at all times and that the appropriate safety regulations and policies are complied with.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
Gas Station Assistant Manager
GIT N GO
12.2018 - 11.2019
- Elevated customer satisfaction rating to 98% by ensuring swift resolution of issues
- Excelled in exceeding weekly and monthly sales goals, credit card and cash transactions with a zero error rate.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
Education
Associate of Science - Information Tech. & Networking
Delaware Technical And Community College
Wilmington, DE06.2026
High School Diploma -
James H Groves
Wilmington, DE06.2015
Skills
- IT Troubleshooting
- Windows OS
- Linux OS
- Mac OS
- ServiceNow Administration
- ITIL and ITSM
- Scripting in ServiceNow
- Service Portal Fundamentals
- Google, Microsoft 365
Timeline
Audio Technician
B Lab Studios
12.2022 - 08.2023
Consumer Support Specialist
Phillips & Cohen Associates Ltd.
08.2022 - Current
Service Now Nextgen Externship
Code Differently
03.2022 - 05.2022
General Warehouse Associate
American Signature Furniture
11.2019 - 08.2022
Gas Station Assistant Manager
GIT N GO
12.2018 - 11.2019
Associate of Science - Information Tech. & Networking
Delaware Technical And Community College
High School Diploma -
James H Groves
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