Customer Service, Technical Support, Team Lead

LENDRELL BARKSDALE

C onway, AR *****

5-01-269-**** *****************@*****.***

PROFESSIONAL SUMMARY

Experienced IT Professional with windows operating systems and a very strong troubleshooter of desktops and

notebooks. Great understanding of hardware and software components of PC’s and can quickly diagnose the

issue at hand. Strong communication skills coupled with a high level of integrity and professionalism fast

learner.

PROFESSIONAL EXPERIENCE

ABC FINANCIAL Services, Sherwood AR Oct. 28-Current

Technical Support Representative

• Create CRM cases for client’s software and hardware issues

• Trouble shoot client software and other computer problems

• Write technical documents to be used by other technicians

• Be a trusted advisor for clients finances

• Create custom reports for clients and promote health business practices

HEWLETT PACKARD, Conway, AR 2010- Oct. 18 2013

Team Lead (2012-2013)

• Lead a team of agents to provide great customer service to HP customers

• Review goals and procedures to achieve a high level of customer satisfaction

• Manage and monitor agent stats and numbers to maintain required quotas

• Respond to external calls and emails from customers regarding technical issues

• Instruct agents on HP processes and provide guidance on technical issues with notebook PCs.

• Serve as a supervisory contact for HP customers when handling escalated issues

• Conduct one on one coaching sessions with agents to improve agent performance

• Construct presentations regarding updated HP processes and conduct developmental trainings

• Monitors agent day to day operations and keep service level at a productive level

• Technical mentor for front line agents supporting Windows operating systems

Technical Support Agent (2010-2011)

• Assisted customers with technical issues with their personal computers

• Assisted customers with technical issues over the phone and by email

• Provided Customer Service and Technical Support over the phone

• Mentored fellow teammates.

• Specifically chosen for departmental follow-up team that interacts externally with 20% of HP's clientele.

• Responded to calls and Customer emails in a timely manner

Family Service Agency Internship North Little Rock,

AR

01/2009-05/2009

• Answered and routed phone calls

• Sent emails and faxed documents to community leaders and coalitions and faxed

• Aided coalitions with community projects

• Explained the purpose of the Family Service Agency to visitors

• Participated in community activities to represent the Agency

EDUCATION

University of Central Arkansas, Conway, AR

Bachelor of Science in Health Education

North West Community College, Senatobia, MS

Associates Degree in General Education

SKILLS AND AFFILIATIONS

• Advanced Organizational Skills and detail-oriented

• Advanced training in Server 2012 and Microsoft Exchange

• Experience in monitoring daily call-center activity

• Advanced People Skills

• Knowledge of TCP/IP

• Advanced experience in Lan/Wan Technology

• Ability to work with Microsoft Word, Excel, and PowerPoint

• Ability to lead others and conduct developmental trainings

• Advanced communication skills

• Advanced Problem solving and decision making skills

• Ability to lead and manage a large team effectively

• High level technical Knowledge with PCs and Peripherals

• Advanced knowledge with Windows operating systems.

• Advanced written and verbal communication skills

• Excellent customer service skills that build a high level of customer satisfaction

• Member of Omega Psi Phi Fraternity Inc.

• University of Central Arkansas Alumni Association

ACHIEVEMENTS

• Hewlett-Packard MVP Award 2012

• Hewlett-Packard Values and Action Award 2011

• Hewlett-Packard Extra Mile Award 2011

• Omega Psi Phi Fraternity Omega Man of the Year 2008

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