Summary
Overview
Work History
Education
Skills
Timeline
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Zakiyyah Adedokun

Houston,TX

Summary

Experienced Technical Support Engineer proficient in Microsoft technologies, dedicated to delivering top-tier support solutions. Skilled in diagnosing and resolving complex technical issues while providing exceptional customer service.

Overview

9
9
years of professional experience

Work History

Verizon Tech Coach

Asurion Insurance Services
01.2021 - Current
  • Setting up new devices for customers.
  • Connecting devices to smart products, printers, routers, digital cameras, Wi-Fi, and Bluetooth devices.
  • Troubleshooting and optimizing devices for optimal performance.
  • Transferring contacts, photos, and videos from one device to another.
  • Helping customers improve their skills in using their devices.
  • Providing personalized technical support and guidance to customers on Verizon products and services.
  • Conducting one-on-one coaching sessions with customers to address their specific needs and questions regarding device setup, troubleshooting, and usage.
  • Educating customers on the features and functionalities of Verizon devices, apps, and services, ensuring they maximize their benefits.

Mac Senior Advisor

Teleperformance USA
01.2015 - 01.2021
  • Provided top-tier technical support to Apple customers primarily focusing on Mac-related inquiries.
    Addressed customer concerns, troubleshooted technical issues, and provided timely resolutions with a focus on customer satisfaction.
  • Served as a mentor and leader within the Mac support team, providing guidance and assistance to junior advisors.
  • Acted as a subject matter expert on specialized topics within the Mac ecosystem, such as macOS security, advanced troubleshooting, and productivity features.
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
  • Researched, troubleshooted, and resolved complex problems independently, managing high call volumes with tact and professionalism.
  • Demonstrated thorough troubleshooting, debugging, and problem-solving skills in Mac environments, efficiently resolving complex issues to ensure seamless user experiences. Additionally, managed high call volumes with tact and professionalism, providing top-tier technical support to Apple customers.

Education

Bachelor of Science - Business Administration And Management

University of Houston
Houston, TX
06.2008

Skills

  • Technical Proficiency
  • Problem-Solving
  • Communications
  • Attention to Detail:
  • Customer Service
  • Documentation

Timeline

Verizon Tech Coach

Asurion Insurance Services
01.2021 - Current

Mac Senior Advisor

Teleperformance USA
01.2015 - 01.2021

Bachelor of Science - Business Administration And Management

University of Houston

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Zakiyyah Adedokun