Customer Service Sales

Nicolas D. Lewis

*** ***** ******* **. 919-***-**** (phone)

Alexandria, VA 22304 acr786@r.postjobfree.com

OBJECTIVE

To obtain a career in information technology that utilizes my skills and knowledge as a consistent troubleshooter with great attention to detail.

EDUCATION

Continuing Education Program – CIW Webmaster, June, 2007 – November, 2007

ECPI Technical Institute – Raleigh, North Carolina

Bachelor of Arts – Art, May, 2006

Concentration: Computer Graphics

Winston-Salem State University – Winston-Salem, North Carolina

TECHNICAL SKILLS

Microsoft Office 365 Android OS Internet Explorer

Mozilla Firefox Mac, Apple OSX Windows 7 Operating System Lotus Notes 8.5 Blackberry OS Google Chrome

Lotus Notes Traveler Touchdown Remedy Ticketing System

Blackberry Expert Support Center Boxtones Mobile Iron MDM

Junos Pulse Pocketcloud Citrix Receiver

Blackberry Link, Desktop Manager Blackberry Admin Service 5.0, 10

Apple iTunes Blackberry DDPB RSA SoftToken Lotus Notes Companion Windows 7 Remote Desktop Connection

Microsoft Outlook People Soft Cisco Jabber

Oracle VM Virtual Box Symantec Protection Cisco AnyConnect

Office 2010, 2013 Active Directory

WORK EXPERIENCE

Tier 2 Helpdesk Analyst, Cognosante Falls Church, VA

December 2014 - Present

Work extensively with information systems, systems testing procedures and system issues management, networking and connectivity processes (including firewalls and VPN systems), systems deployment processes, and interface files

Respond to incoming inquiries, telephones and/ written, from healthcare providers, government officials

Research and resolve inquiries in a professional, timely, and accurate manner

Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and produces to the appropriate help desk

Document all inquiry activities in the appropriate reporting system

Provide responses to inquiries in writing

Follow up on all Tier Two and Tier Three escalated inquiries

Use of excel spread sheets to document customers information

IT Support Analyst, Savvis Century Link (Assignment: World Bank) Washington, DC

November 2012 - November 2014

Aids in the support of corporate mobile/cellular devices provisioning process in accordance with conventional methods

Responsible for walk-in and phone support on wireless handheld devices, services, and server connections; analyzes work orders; synchronize BlackBerry devices to the BlackBerry Enterprise Server

Assist remote and traveling World Bank clients with their mobile/cellular connectivity needs

Support the Global remote access sop

Partner with Tier III support (infrastructure) and Tier I Help Desk

Works with preferred service providers’ dedicated support to troubleshoot and resolve device and service issues

Retain mobile/cellular partnerships and assist with billing questions as needed.

Worked in the company wide mobility and email migration from Blackberry to Apple and Android devices

End user onboarding and migration training on mobility, tablet, laptop, and desktop technology

Perform various software and hardware deployment activities such as activation, deactivations, updates, and retiring of World Bank provided applications and equipment.

Propose new plans for hardware, software and technology advances to help improve the overall productivity of the Global Remote Mobility unit.

Monitored, created, and updated Remedy Tickets.

Wireless Sales Representative, Wireless Advocates, Charlotte, North Carolina

February 2012 - October 2012

Promotion and sell of various products and services

Work in a retail and customer service environment with knowledge of cashiering, receipt

processing, and inventory management

Display a strong customer service skill set

Strong negotiating skills to continuously and effectively generate and close sales

Teller, Wells Fargo, Charlotte, North Carolina

October 2011 - Present

Process customer transactions within established guidelines

Identify and make sales referrals, recommend alternate channels, cross-sell bank services and products for Wells Fargo partners provide excellent customer service

Duties may include safe deposit, merchant/vault, ATM processing, bonds and coupons, foreign currency and night drop

Senior Event Representative, MarketSource/T-Mobile, Charlotte, North Carolina

May 2010 - February 2012

Responsible for “driving sales”, product awareness, and customer satisfaction

Meeting or exceeding sales goals

Build productive relationships with in-store personnel

Maintain a sound knowledge of specific wireless products and services

Professionally represent MarketSource and its clients at all times

Support all retail outlets in assigned geographical territory

Attend requested training sessions and conference calls

Increase visibility and value in client products and services

Staffing Associate, Adecco Employment Services – Winston Salem, North Carolina

December 2009 - January 2010

Greeted customers, phone troubleshooting, phonebook transfer, and activating wireless phones (Verizon Wireless)

Tested patient syringes and pc units (Care Fusion)

Health Enthusiast, Vitamin Shoppe – Durham, North Carolina

March 2008 - September 2009

Provide and educate customers regarding dietary supplemental information

Meeting daily and monthly sales goals

Rotation and restocking of store inventory

Imaging Technician, Strawbridge Studios Inc. – Durham, North Carolina

September 2007 - January 2009

Photo cropping, color, and retouching school portraits across 14 states

Prepared images and data for school managing software

Designed ID templates for student, faculty, and visitor badges

Designed layouts and headings for school yearbooks

Staffing Associate, Westaff, Inc. – Durham, North Carolina

June 2006 - August 2007

Loading and stocking various warehouse materials

Inventory of warehouse hardware and software

Receiving and sending shipments weekly

HONORS AND AWARDS

Dean’s List, Winston-Salem State University, (Spring 2004, Spring 2005)

Winston-Salem State University Certificate of Merit for Outstanding Leadership (Spring 2004)

Certificate of Participation – Verizon Historically Black Colleges and Universities Student Art Competition (Spring 2004)

CineOlympics Film Festival Participation Award (Spring 2005)

TRAININGS

Think security do your part –World Bank (November 2012) Washington, DC

Classification of Restricted information –World Bank (November 2012) Washington, DC

Security Awareness Training – Savvis Century Link (December 2013) Washington, DC

OTHER ACTIVITIES

Volunteer, Durham Tri County Panthers – NCAA Tournament

Greensboro, North Carolina (March 2006)

On site IT Specialist, World Bank Group Leadership Summit – (June 2013) Alexandria, VA

Volunteer, FeedTheDMV- (May 2014) Washington, DC

REFERENCES

Available Upon Request

Contact this candidate