Customer Service Technical Support

Winston L. McCloud

**-** ******* **** #**

Flushing, NY

(C) 301-***-****

Email: ***********@*****.***

Proven ability to perform under pressure in a fast-paced environment.

Proven ability to work efficiently in a self-directed work environment.

Competent learner with extensive experience in prioritizing and guest/customer relations.

Proficient in effectively organizing, handling, and monitoring a wide variety of task.

Comfortable with operating Microsoft office and Internet research on PC and Macintosh platforms.

Work Experiences

2012, Chef/Deli Clerk, Gristedes Super Market, Chelsea, NY

• Prepared all foods to company recipes and standards.

• Provided excellent customer service.

• Sliced deli meats and cheeses.

• Responsible for quality of food and serve safe methods of food handling.

2010-2011, After school counselor, YMCA of Greater NY, Jamaica, NY

• Experienced in working with youth ages 9-15 years old.

• Ensured safety of all students in our program through close supervision of all activities.

• Supervised, participated, and administered activities for the youth.

• Created daily lesson plans.

• Assisted youth with homework and encouraged academic excellence.

2008-2010, Customer service/IT Support, Get Well Network, Bethesda, MD

• Provided customers with daily technical support via phone and e-mail.

• Solved many problems though diagnosis and troubleshooting steps.

• Attended group and department meetings and all trainings.

• Contacted hospital staff to assist with hands on issues.

• Handled incoming calls and made outbound calls to assist customers.

• Escalated unmanageable tickets to a senior technician.

• Remotely solved problems via software.

• Participated in conference calls with customers and other departments.

• Recorded and reported all activity during the shift and escalated issues to the proper personnel.

2007-2009, Technical Support, Gemini Enterprises, Queens, NY

• Responded to requests for technical assistance in via phone and electronically.

• Diagnosed and resolve technical hardware and software issues.

• Researched questions using available information resources.

• Advised user on appropriate action.

• Followed standard help desk procedures.

• Logged all help desk interactions.

• Identified and escalated situations requiring urgent attention.

• Tracked and routed problems and requests and documented resolutions.

• Prepared activity reports.

• Informed owner of recurring problems.

2006, Supervisor, Senbeb Café, Washington, D.C.

• Managed verifications of register counts.

• Managed employee scheduling.

• Supervised different personalities and effectively delegated duties and responsibilities.

• Kept inventories, ordered supplies, and made sure all invoices were paid.

• Recruited, trained, and hired café staff.

2005, Front Desk Agent/Night Audit, Marriott Town Place Suites, Bowie, MD

• Issued room keys after check-in process and made sure all balances were paid upon checkout.

• Offered assistance to guests and provided every essential thing to create loyal and happy guests.

• Recognized and assisted preferred guest with care and above and beyond service.

• Made reservations and offered occasional valet parking and provided bell service and delivery.

• Handled incoming calls providing information about the property and attractions in proximity.

Education University of Maryland Eastern Shore, May 2005

Bachelors of Science Degree in Hotel and Restaurant Management

Honors Dean’s List

Contact this candidate