Customer Service Technical Support

DEON ISABELL

*****SAATHOFF DR. . CYPRESS, TX, ***29

CELL: 832-***-**** . ********@****.***

SUMMARY

I am a strong minded business thinker with the ability to inform/educate,

persuade, solve/anticipate problems and minimize risk. I can also

independently handle all aspects of customer service & technical support.

All in all, I'm an open-minded fast learner, always willing to go the extra

mile, and experience new fields.

EDUCATION

El Centro College Dallas, TX, USA

December 2014

AAS Computer Information Technology Certification in CompTIA/A+

RELEVANT SKILLS

. Customer Service/Sales

. Inventory Systems Database

. MS Office Suite '2003-2013'

. Presenting, Informing, & Educating

. Technical Support (Tier I)

. Problem Solving

. Help Desk Ticketing/Troubleshooting

. Windows XP/7/8, iOS, Linux, Mac OS/X

PROFESSIONAL EXPERIENCE

DistributionNOW Cypress/La Porte, TX

September 2014- current

Desktop Support Technician (Contractor)

. Assisted the Information Technology department with an office move, as

well as increased call volume to the Helpdesk, due to the move.

. Managed a team of four technicians as we broke down, relocated,

resembled, and reconnected users work stations.

. Provided second level desktop support for users as tickets were input

into Absolute (DNOW's ticketing system) and not resolved through the

helpdesk.

. Constructed the installation of new monitors for the users at the La

Porte location and educated the users on how to navigate through their

computer settings, to rearrange their display set up.

. Analyzed and resolved issues with hardware devices such as: PC,

laptops, printers, fax machines, office phones lines, and peripherals.

. Followed up on inquiries and request by clarifying or researching

resolutions in a timely manner.

Katy-ISD Technical Support Center Katy, TX August

2014 - September 2014

Technical Support Analyst (Contractor)

. Worked as a temporary contractor to assist the TSC with inbound

technical support calls, during the back to school season.

. Used my entry level knowledge and experience to assist staff members

with all technical issues, created tickets (via Footprint) to resolve

issues, and escalated those that were not resolved over the phone.

. Utilized Active Directory to discover employee accounts as I reset

emails and user accounts, while delivering unsurpassed customer

service.

. Enhanced my Microsoft Office skills by actively listening, eliminating

possible problems, and helping users troubleshoot & resolve issues

with MS Suite.

. Identified and handled configuration request of printers, folders,

accounts, mobile devices, and all technology under the Katy ISD

network/server.

Verizon FiOS Solution Center Dallas, TX

December 2013 - August 2014

Tier I Help Desk/Customer Support Technician

. Trained to become certified FiOS Triple Play Technical Support

Associate & shortly after promoted to an 'Agent.' Later cross-trained

into a Customer Support/Billing role.

. Utilized my excellent customer service skills and product knowledge to

answer incoming billing/technical support inquiries/issues in a

courteous manner.

. Produced great numbers within my first 60 days on the call floor by

going above and beyond for each and every customer, resulting in a

ranking of 23 of 345 overall in our center.

. Recognized for outstanding customer service with an ERP of 90%,

exceeding the company's goal of 77%; & superb ability to resolve

customers issue(s) during their first call (FCR) also exceeding the

goal of 75% with 89%.

. Used information system tools, specific reference materials, advanced

technical solution skills, and problem solving skills to diagnose and

resolve customer's issues in a timely manner.

. Solved problems involving several concrete variables in standardized

situations while educating customers on new technology and how to take

preventive measures to avoid future complication

Apple Retail Houston, TX

November 2012 - July 2013

Technical Sales/Inventory Specialist

. Used my passion about technology to help my team create the energy and

excitement about Apple products, increase my customer service skills,

and build on my overall sales knowledge.

. Increased customer loyalty and product knowledge by providing superior

customer service and educating customers on the products and services

provided by Apple Retail, through the selling process.

. Applied organization expertise to find more efficient ways to complete

tasks on time and produce high quality solutions/outcomes.

. Diligently worked with team members to manage large quantities of

inventory, meet various inventory deadlines and rank 5th in the world

in inventory shrinkage for 2013 (for Apple Retail).

. Supported team with knowledge and resources required to maintain

product availability, complete inventory tasks, and keep stockroom

organized as new products arrived/departed.

GESTRA Engineering Inc. Milwaukee, WI

June 2011 - August 2012

Laboratory Assistant/Drillers Assistant, Internship

. Worked on building my maintenance and management skills as an intern

at a Geotechnical Engineering firm.

. Assisted drilling crews on roadway subsurface explorations and

maintaining issues/equipment on the drilling rigs.

. Coordinated a crew during an inspection of City of Milwaukee manholes,

while using modern day technology to meet our clients need and get the

job efficiently.

. Executed general laboratory and office maintenance by organizing the

lab/office systematically; aiding the Engineer's day to day

assignments.

ACTIVITIES AND ORGANIZATIONS

. Member of Freshman Senate, Vice President, PVAMU, Fall 2011 - Spring 2012

. Member of Institute of Electrical and Electronics Engineers (IEEE), Fall

2011 - Summer 2012

. Member of National Society of Black Engineers (NSBE), Spring 2011 -

Present

REFERENCES

Available Upon Request

Contact this candidate