Customer Service Sales/ Tech Support
Resume:
Franklin W. Okoh
Address: **** ***** ****** **. ****** TX 75254
Phone: 214-***-**** Email: ********.****@*****.***
OBJECTIVE: To pursue a career in information technology world with the opportunity to gain
valuable experience in the IT’s ever-changing field.
PROFESSIONAL PROFILE
● Enjoy helping people through consultative sales and educate customers.
● Building a relationship of satisfaction with customers and increased sales.
● Outstanding verbal and good communication skills.
● Consistently maintain a positive attitude and enjoy helping people.
● I am adaptable, a strong team player and able to use my own initiative and work well under
Pressure with great attention to detail and achieve target supporting.
● Installed different software on users’ computers, in accordance with their specific requirements.
● Connected peripherals equipment to main computers and configured them appropriately.
● Ensured that all computers were properly secured by installing and upgrading antivirus software
● Able to troubleshoot and upgrade mobile devices, installing and uninstalling mobile applications
with android, and iOS
TECHNICAL SKILLS
● Certifications: Passed A+ 901, working on A+ 902, going through Network+,
Security+, Cloud Technology, Network Fundamentals, Operating
Systems Fundamentals, MS Office, IT Professional Communication,
Career Development, Introduction to Routers & Switches,
Installing & Configuring Servers, working towards certifications
● MS Applications: Microsoft Office Suites (Excel, Word, and PowerPoint) Office 365.
● Browser: FireFox, Google Chrome, Internet Explorer, Microsoft Edge.
● Operating Systems: Windows XP, Windows 7, Windows 8, Windows 8.1, Windows 10
Android, Apple iOS.
● Security: Windows Defender, Avast Antivirus, ESET nod32, McAfee, AVG, Lookout.
● PC Monitoring Software’s: CPU-Z, GPU-Z, CPUID, Open Hardware monitor.
PROFESSIONAL HISTORY
Prime Systems, Plano Tx
Laptop Technician
January 2018 -March 2018
● Installations and removal of hardware.
● Installations and replacement of screens and updates for full functionality.
● Working on replacing over six thousand laptops on all Plano ISD districts
● Provided personalized service and exceptional expertise.
● Provided up to date scans of laptops to make sure all laptops are scanned and sent to their
different and individual destinations.
● Motivate team members through verbal and non-verbal communication.
Passionate Sales and Repairs, Dallas Tx
Customer Service/Technical Support
December 2016-December 2017
● Troubleshooting and configuring issues with viruses using anti-virus software,
installations, and removal of hardware and other peripherals.
● Provided installations and updates for mobile devices, such as android iOS and computers.
● Provided diagnosis for laptops and mobile devices.
● Provided personalized service and exceptional expertise to customers.
● Communicated strong up-to-date knowledge of products.
● Provided account terms and payment information to customers.
● Extensive knowledge of the company’s products.
● Motivate the team members through verbal and non-verbal communications.
● Cross-selling and up-selling of different products and services which helped to improve the
bottom-line of the company.
I-Qor, Dallas Tx
Customer Service Representative
February 2016-July 2016
● Making inbound and outbound calls regarding customers accounts.
● Respond to questions and concerns about service and escalate calls appropriately.
● Consult with customers to evaluate needs and determine best options.
● Counsel customers on options for service and coverage.
● Upgrade service and offer additional service packages or options.
● Consistently improve customer satisfaction through the expert resolution of conflicts, issues,
and concerns.
● Responded to general inquiries from the customer, via telephone and e-mail.
● Took payment from customers regarding their account and services.
● Maintained up-to-date knowledge of product, policies and upgrade changes.
● Developed highly empathetic client relationships and earned a reputation for delivering
Exceptional customer service.
● Awarded for consistently exceeding my goals.
● Helped customer with mobile and sim activation, and troubleshooting mobile issues
via phone, step by step using appropriate troubleshooting software.
● Took customer issues, escalated and submitted tickets to a different department for
for proper resolution via ticketing system.
Best Buy, Abilene Tx
Mobile Sales Associate
September 2015-January 2016
● Developed and maintained up-to-date knowledge of wireless products, accessories,
pricing plans and service features.
● Sold mobile products and services using a proven structured approach, while at the same
time developing in-depth knowledge of the latest mobile and computer technology.
● solved customers problems efficiently and speedily by listening to the customers,
deescalating, empathizing, and proffering solutions to customers.
● Liaised with another department about customers complaints and inquiries, and made sure
They were directed to the right team.
● Promoted new products and increase product sales.
Larry Prosperity Enterprises, Ibadan
Sales/Customer Service Associate
December 2011-Janurary 2014
● Accountable for successful resolution of all customer request
● Authorized and took customer purchases.
● Replenished and maintained a customer-friendly department.
● Managed a team of sales associates in ensuring the smooth running of the department.
● Held the position of trust and was responsible for the key holding and store lockups.
● Replenished and maintained a customer – friendly department
EDUCATION
Yaba College of Technology, Lagos
HND (2004 – 2008)
St. Augustine’s Commercial Grammar School, Osun, Nigeria
High School Certification (1995 – 2002)
Unique Computer Institute, Delta State, Nigeria
Diploma, Desktop and Office Management (Jan 2008 – Nov 2008)
CCI Training Center, Dallas, TX
IT Certification, Computer & Network Administrator (Oct 2016 – Aug 2017)
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