WILLIAM BRADFORD
Houston
Summary
Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Encoura
Houston, TX
05.2026 - Current
- Facilitated prompt responses to customer inquiries across phone, email, and chat platforms, ensuring satisfaction and support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
IT Technician
Braun Intertec
03.2019 - 08.2022
- Diagnosed and resolved hardware and software issues to ensure optimal system performance.
- Provided technical support to staff, enhancing user experience through effective troubleshooting.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
IT Technician
Witt O’Brien’s
03.2018 - 01.2019
- Achieving high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Provide technical support to end-users, resolving issues quickly and maintaining minimal downtime.
- Install, configure, test and maintain operating systems, application software, and system management tools.
- Following up with customers to verify resolution of reported issues and escalate for unresolved problems.
- Configure hardware and granted system permissions to new employees.
- Conduct regular software updates and hardware repairs for desktops, laptops, and printers.
Help Desk Agent
Trans Core
Houston, TX
12.2017 - 01.2018
- Resolved customer inquiries through phone, email, and chat channels efficiently.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Laptop Repair Technician
NWN Corp.
Houston, TX
05.2017 - 08.2017
- Diagnosed and repaired electronic and mechanical systems to ensure optimal functionality.
- Conducted preventive maintenance on equipment, reducing downtime and enhancing reliability.
- Maintained accurate records of repairs performed and parts used for inventory management.
- Dismantled machines and equipment to remove defective parts.
- Consistently met or exceeded performance metrics for repair completion times and customer satisfaction ratings.
Education
Associate of Science - Computer Networking
ITT Technical Institute
Houston, TXSkills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Technical support
- Live chat support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
Encoura
05.2026 - Current
IT Technician
Braun Intertec
03.2019 - 08.2022
IT Technician
Witt O’Brien’s
03.2018 - 01.2019
Help Desk Agent
Trans Core
12.2017 - 01.2018
Laptop Repair Technician
NWN Corp.
05.2017 - 08.2017
Associate of Science - Computer Networking
ITT Technical Institute