Customer Service Technical Support
Resume:
Elexis Fortson
Client Service Professional
Toledo, OH
ad5ogp@r.postjobfree.com
Professional candidate with extensive experience in fast paced, high volume call center environments. Excellent phone presence and strong interpersonal skills. Confident, dependable worker with great ability to self-manage. Proficient PC, Mac and technological knowledge with good understanding of telecommunication business software.
Authorized to work in the US for any employer
Work Experience
Technical Support Advisor II
Apple - Remote
March 2021 to Present
Recruited to enrich first level and escalated problem tickets for various clients, electronic devices, and services. Acknowledged for client satisfaction and issue resolution.
• Provide service scheduling for clients, products, and services
• Present a prestige level of customer service to end users according to site metric goals
• Maintain ownership of client interactions to ensure case resolution
• Provide detailed troubleshooting, guidance and support for a variety of different electronic products and services
• Collaborate with both internal and external groups when needed
• Appropriately handle and record sensitive business and client data
• Take ownership of escalated cases
• Account management
• Communicate via chat, email, and phone/VoIP
• Utilize remote device management software
Service Desk Analyst
HTC Global Services - Troy, MI
January 2016 to February 2021
Brought on board to provide stellar technical support and customer service for patients, vendors and staff members of various medical networks and facilities. Recognized for high number of first call resolutions and effectively building client rapport.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and probing questions
• Determine and provide solutions for break/fix issues
• Walk the clients through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events, problems, and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
Education
Bachelor's degree in Computer Science
Oakland Community College
Present
High school diploma
Plymouth Canton Educational School System - Canton, MI Skills
• Emr (5 years)
• Microsoft office (8 years)
• Telecommunications (8 years)
• Patient Care (5 years)
• Information Technology (8 years)
• Windows (10+ years)
• Citrix (5 years)
• Remedy (5 years)
• Cerner (5 years)
• Data Entry (8 years)
• Receptionist (8 years)
• Scheduling (7 years)
• Troubleshooting (8 years)
• Patient Education (5 years)
• Customer Relations (8 years)
• Multi-Line Phone System (8 years)
• Desktop Support (8 years)
• Active Directory (5 years)
• Peoplesoft (5 years)
• Customer Service (8 years)
• Transportation Management (3 years)
• VoIP (8 years)
• LAN
• DNS
• WAN
• Help Desk
• Microsoft Windows Server
• Operating Systems
• Network Support
• VPN
• Computer Networking
• TCP/IP
• DHCP
• Ethernet
• Technical Support
• System Administration
• Microsoft Exchange
• Account management
• System administration
• Typing
• Telephony
• Customer service
• Network support
• iOS
• Telecommunication
• IT support
• Operating systems
• Help desk
• Desktop support
• Technical support
• Software troubleshooting
• Windows
• Active Directory
• Microsoft Windows Server
• Citrix
• DNS
• LAN
• WAN
• VoIP
• VPN
• Salesforce
• Conflict management
• PeopleSoft
• Cerner
• EMR systems
• Medical terminology
• Computer networking
• Recruiting
Contact this candidate