Dexter R Mack

**** ********* ** **********, ** **463

acuwzt@r.postjobfree.com

561-***-****

JOB OBJECTIVE

A responsible and challenging position that will utilize my Technical, Sales and Customer Service skills.

EMPLOYMENT

Verity Partners Inc

Help Desk (Nov 2015-Jan/2016)

Duties are to provide first level response to customer issues and track, route and redirect problems to correct resources.

Properly escalate unresolved queries to the next level of support and handle Tier 1 & 2 help desk escalations through tickets or phone. Follow up with customers, and see all tickets through to timely resolution and utilize excellent customer service skills and exceed customers’ expectations.

Ensure proper recording and closure of all tickets and create accounts and configure hardware as part of on-boarding process as needed.

Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Investigates user problems and identifies their source; determine possible solutions; tests and implements solutions as appropriate and do basic installs, configurations and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment. Assist with network security, including maintaining firewalls, basic configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.

Garden of Life

PC Support Specialist (May 2014-10/2015)

Duties are to support and service of all hardware/software pertaining to desktop PC’s, laptops desktop applications and printers, installations, moves, upgrades, configurations, and other technology issues.

Support remote users with laptop, cell phone and tablet issues (I-phone& I-pad).

Perform analysis, diagnosis, and troubleshoot desktop issues for end users, recommend and implement corrective solutions along with install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software (printer/scanner, browsers etc).

Monitor and report on the helpdesk ticketing system.

With key focus on being able to communicate to the non-pc user’s on resolution in a language they can understand in pursuant to company guidelines.

OMG Tech

Tier 1 tech support (July 2013-11/2013)

Duties are to remotely troubleshoot and repair a variety of Windows based issues including virus and malware removal, root kits, blue screen and other advanced repair issues as well optimizing pc performance.

Due to the fact that we work remotely, Being a strong communicator is a must along with multitasking so you can be working on more than one pc at the same time and the ability to ask the right questions to get to the root of the problem and with the ability to understand what inexperienced end users are trying to explain and relay the solution back in a way they can understand.

GMPCS

Tec Support/Sale Acct Mgr (Oct 2006-1/2013)

Duties are to maintain customer’s accounts and following up on sales leads with over nine hundred thousand in sales last year and helping customers with their purchase orders and Tier 2 technical support for GMPCS customers.

Troubleshoot and repair equipment. Test all equipment sold by GMPCS including Globalstar, Iridium, and Inmarsat Provide professional, polite, prompt and accurate technical support to customers.

Work closely with the RMA coordinator to issue RMA (return material authorizations) for equipment requiring return to GMPCS for repair or replacement and Document all work to support invoicing of customers and claiming warranty reimbursement from manufacturers Work with customers calling in to GMPCS for technical support. Customers to be handled in a polite and professional manner while troubleshooting their problems. Answer incoming phone calls relating to rental phones, prepaid accounts, technical support and all areas of customer billing issues.

Provide call screening support to other departments. Maintain database of all customers and customer inquiries. Perform basic trouble shooting on the operation and setup of MES (mobile earth station) equipment. Follow up on account queries received via US mail, e-mail and after hour’s voicemail. Data setup via datakit trouble shooting all data issues. Contact customers with past due invoices to make payment arrangements. Work cross-functionally with other departments, divisions and business units to ensure seamless trouble free service, customer support.

Eneighborhoods, Inc.

Product Trainer / TEC-Support (Oct 2003-12/05)

Duties are to take incoming phone calls from real estate professionals and assist

them with installing the software into their computers at home and on their network while also giving them training on how to use the software and help them import data from other databases such as MLS, Top producer etc.

Online training is also done Monday-Friday at 10am I would call over 40 Agents daily to remind them of the training class and also trouble shoot there issues and with over 25 agents in a class we would review the program step by step from setting up the program to importing from the MLS to printing and emailing there reports to their customers and with a Q&A to make sure they understood how to use the software program.

Trouble shooting issues were commonly resolved on the first call or it would be referred to our QA dept. to resolve if there was not a fix on hand, retaining customers in this field is very challenging however I was always in the top 3.

The Answer Group

Bellsouth DSL/Compaq/HP.

Technical Support Engineer (Jan 2001-07/03)

Duties are to resolve all compaq hardware and software related issues on that the first call while utilizing my extensive computer knowledge of Microsoft operating systems, NT 3.1 to the current XP and bundled software Works,Word Quicken .etc. Resolving networking issues along with connectivity via DSL or Dialup/TCPIP.

While focusing on custom built order units and document details for every case assigned providing excellent customer service. Web surfing other databases for useful information to assist the customer. HTML Certified and Acer training.

Specialized Schools:

PC PROFESSOR

A+ Cert and MCP

Atlantic Technical Center

Designing Web Pages with HTML

Lenawee Vocational-Technical Center

Data Processing

Gold Coast School of Insurance

General Lines (220)

Specialized Seminars:

Reinventing Customer Service, Management

Skills for Supervisors, Coaching Skills for Managers & Supervisors, Business Writing Skills.

Contact this candidate