Customer Service Technical Support

DANIEL WILLIAMS

** *** **** ******, ** ***** 267-***-****

******.***********@*****.***

WORK

SUMMARY

Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical issues with ease and patience.

SKILLS & ABILITIES

Fast learner

Skilled at mediation

Analytical and critical thinker

Customer service expert

Proficient in Norton Antivirus software

Skilled in TCP/IP and WAN

EXPERIENCE

Business Technical Support Agent July 2015-December 2017 Comcast Business

Offered cable television, telephony via VoIP and data services to individuals, while utilizing knowledge of packages sold.

Demonstrated skillful communication and negotiation skills, while maintaining a positive attitude.

Engaged customers and satisfied their needs with tailored solutions to benefit their business, and business service contracts.

Maintained a successful first call resolution of 79 percent with four out of five calls resolved in the first call in regards to technical issues.

Slashed service appointment visits by 20 percent by effective remote troubleshooting support to customers; saving time and money.

Effectively repaired inoperable telephony communications embedded into IMS platform.

Elevated and sustained call flow and responded to technical support needs of customers.

By using logic and quick wit, superbly solved technical issues with a variety of diagnostic tools.

Remote Desktop Support Technician January 2014 – January 2015 Balance Staffing Services

Worked for the agency's client PlumChoice.

Provided remote desktop support for vendors ACN, ACN Canada, PC Richards and Sons, and Cox Cable.

Demonstrated problem-solving with customers to address issues and develop a resolution from common pc problems to crashes, malware removal, password reset, email configuration, and software education.

Routed out-of-scope customer support calls regarding video and telephonic services to the proper departments and companies.

Maintained a successful first call resolution of 82 percent with four out of five calls resolved in the first call.

Demonstrated excellent customer service with a 96 percent satisfied customer rating.

Residential Cable Technical Support Agent August 2011 – September 2013 Comcast Residential

Effectively negotiated cable television and data services to individuals, while utilizing knowledge of packages sold.

Demonstrated skillful communication and negotiation skills, while maintaining a positive attitude.

Performed consultations with customers to determine their needs and priorities.

Provided customer support calls, and provided problem solving skills with video and internet services.

Maintained a successful first call resolution of 82 percent with four out of five calls resolved in the first call, also reducing service appointments by 20 percent

Retail Sales Associate November 2004 – November 2008; July 2009 - August 2011 RadioShack

Relocated from NJ to VA via move and transfer.

Selling merchandise to individuals, while utilizing knowledge of products sold.

Demonstrating skillful communication and negotiation skills, while maintaining a positive attitude.

Provided solutions for PC, networking, and home entertainment problems.

Handled cellular phone activations for both personal and business accounts.

Demystified technology to average users by explaining what various parts are and how they operate, including resistors, terminators, and small soldering boards.

Dell Field Service Technician November 2005 – November 2007 Qualxserv

Diagnosed, troubleshot, and repaired Dell systems for business and residential clients.

Maintained detailed records of every service call, and reported to Dell and Qualxserv any resolutions.

Demonstrated skillful communication and negotiation skills, while maintaining a positive attitude.

Consulted with clients to determine their needs and priorities.

Utilized various problem-solving methods to complete tasks in a timely and efficient manner.

Performed various backup methods, in addition to instructing end users on various preventive maintenance procedures.

Maintained a first visit resolution of 92 percent with no repeat visits.

EDUCATION

Associates Degree of Arts: Information Technology 2009-2011

University of Phoenix

Richmond, VA 23223

CERTIFICATIONS

A+ Certified Professional #Comp001004031801

Certificate of Completion from the United States Army Technical Support Training Program

Certified Dell Computer Systems Technician # 419003

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