Customer Service Quality Assurance
Resume:
Omari Lecky
Coral Springs, Fl. 33065
******@*****.***
Summary:
. Over 6 years experience with IT, technical support & customer service
. Computer knowledge in Microsoft software such as Word, Excel,
PowerPoint, Access, Outlook etc. and other computer application
software(s) currently working on A+ Certification
. Experience in leading individuals towards business goals
. Analytical thinking; good oral and written communication at all levels
with excellent abilities in maintaining strong work ethics
Education:
Broward Community College Coconut Creek,
Fl 09/97-06/99
Degree: A.S. Major: Business
University of Central Florida Orlando,
Fl 07/99-12/04
Degree: B.S. Business Administration Major: Management & Information
Systems
Employment:
Convergys., Tamarac,
Florida
10/09-present
Customer Service (Tech Support) & Problem Resolution II
. Listened attentively to customer needs and concerns in order to
troubleshoot and diagnose service complaint.
. Configured client hardware by giving instruction to the customers
providing Internet connection via modem, router, and networking
devices.
. Configured software, such as instalan, to connect customers to
Internet applications.
. Offer solutions to issues that are often non-standard/non-routine and
require some clarification.
. Solve problems that are sometimes unstructured and that may require
reliance on conceptual thinking.
. Confirm customer understanding of the solution and provide additional
customer education as needed.
PRC, Margate,
FL
01/08-05/08
Technical Support/Team Leader (H&R Block's TaxCut)
. Provided technical support for H&R Block TaxCut software using a
series of on screen tools
. Established team leader role by making use of my background in
computers, taxation & people skills
. Worked efficiently with co-workers giving them knowledge of basic
computer functions & tax education
. Maintained a high quality assurance by providing superior customer
service
. Used critical thinking and problem solving techniques to handle
multiple software issues
ICS Television. Inc, Ft. Lauderdale,
Florida 05/07-
10/09
Help Desk Technician / Computer Tech
. Develop systems to monitor video archives and manage video database
. Organize and edit program activity to be viewed on Comcast television
network
. Manage a team of cameramen and editors to handle music events and
community activities
. Setup and maintain computer networks within the office
. Clean, modify, and repair all computers hardware (PC & Macintosh) for
superb performance
. Use project management tools to oversee daily operations, business and
staff performance
Reading First Professional Development (Just Read! Florida) Orlando,
Florida 12/04-01/07
Program Assistant
. Responsibilities include project management, documentation, database
and intranet management, research and other special projects
. Created, modify and maintained databases using Webex.com intranet,
Microsoft Access, Excel, and other software
. Manage up to 6 people to handle conference duties
. Regularly relied on to coordinate and complete other special projects
such as publications, shipping/receiving systems, information systems,
and inventory control
. Experienced in working with subject matter experts, vendors, and
University faculty
Contact this candidate