Zacke Young
Remote IT Support
Raleigh,NC
Summary
Superb technical aptitude and client management expertise Excellent troubleshooting skills and deductive reasoning Thrives in fast-paced environments, handles multiple demands Strong written and verbal communication skills Establishes effective relationships with managers, colleagues, and customers Quick learner
Overview
7
7
years of professional experience
Work History
Child Email Safety Specialist
Freelancer
03.2021 - Current
- Monitor over 500 incoming and outgoing emails of children to ensure compliance with safety guidelines.
- Identify and flag hundreds of potentially harmful or inappropriate content in emails.
- Implement and enforce email usage policies and guidelines for children.
- Educate children about safe email practices and potential online risks.
- Stay updated on latest trends and threats related to email safety for children.
- Work closely with other child safety professionals and organizations to enhance email safety measures.
- Maintain accurate records and documentation of email monitoring activities.
- Managed time efficiently in order to complete all tasks within deadlines
- Used critical thinking to break down problems, evaluate solutions and make decisions
End User Support Technician
Veritude
05.2019 - 03.2020
- Hardware knowledge, inventory management, and repairs
- Support service level agreements, collaborate with teams
- Installed, modified, and repaired software and hardware to resolve technical issues
- Managed over 50 customer tickets per day.
- Documented support interactions for future reference
Customer Service Representative
American Tire Distributors
05.2018 - 04.2019
- Comprehensive customer service, sales, and market research
- Competitor awareness, promotional activities
- Increased sales for division by 10%
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Processed customer service orders promptly to increase customer satisfaction
- Promptly responded to inquiries and requests from prospective customers
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
Customer Support Analyst
American Tire Distributors
06.2016 - 05.2018
- Phone and email support for B2B websites, data collection
- Collaborate with internal teams, handle support tickets
- Worked within task management system to receive, manage and close support requests
- Crafted intelligent, professional responses to emailed and web chat customer questions
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems
- Configured and tested new software and hardware
- Monitored system performance to identify potential issues
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Researched and identified solutions to technical problems
Education
High School Diploma -
Skills
- Excellent written communication, 40 WPM, Multitasking, Customer Service, Problem-Solving, and Familiarity With Chat Platforms or Software
- Cisco WebEx, VPN/SSL-RAS, GoToAssist, Windows Remote Assist, Go2Assist, Citrix Technology, CRM,
- CMR, Remedy, Active Directory
- Hardware knowledge: CPU, RAM, Hard disk, Disk Drives, Network Interface, PCI/AGP Cards,
- Motherboards
- Software: Microsoft Office/Excel/Word/Publisher/PowerPoint, Outlook 365/Webmail, Adobe, Explorer,
- Vista, Windows 2000/XP/7 Pro and Home edition/8/10, Mobile Device Management - Airwatch, Android
- Child safety and security
References
References available upon request
Timeline
Child Email Safety Specialist - Freelancer
03.2021 - Current
End User Support Technician - Veritude
05.2019 - 03.2020
Customer Service Representative - American Tire Distributors
05.2018 - 04.2019
Customer Support Analyst - American Tire Distributors
06.2016 - 05.2018
Southern Wayne High School - High School Diploma ,
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