Customer Service Information Technology

DELAINA L. DAVIS

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

Fayetteville, North Carolina 28306 803-***-****

PROFESSIONAL SUMMARY

Experienced and detailed-oriented Information Technology (IT) Professional focused with 9 years career experience in help desk environments. Highly adept in systems analysis, diagnostics and troubleshooting, and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.

QUALIFICATIONS HIGHLIGHTS

Customer Service – oriented

Proficient in finding and resolving malfunctions to ensure minimization of downtime and optimal computer performance

Quality Assurance

Conflict Resolution

Excellent Communicator and presenter

Proficient in project planning, execution and leadership

Software testing and training

TECHNICAL EXPERTISE

Programming Languages: C++, JavaScript

Software: Microsoft Suite (Excel, Word, Access, PowerPoint) Adobe, Citrix

Operating Systems: Mac, Windows 7, 8, 8.1, 10, Vista, XP, Unix, Linux, Active Directory, VMWare

Hardware: Desktop and Laptop Computers, Printers, Servers, Routers, Cisco

PROFESSIONAL EXPERIENCE

5/2014 to Current Technical Support Specialist

Verizon Elgin, SC

Strong background in resolving trouble shooting issues to include software, hardware problems related to various products such as Blackberry, Palm, Android, Apple, Windows, Mac OS X.

Provide first level support to customer in order to de-escalate abnormal situations in a calming and professional demeanor.

Provide International service for high profile customers traveling overseas

Effectively and efficiently meet and exceed performance goals on average calls per day, average handling time, schedule adherence, call work, call hold, quality scores and upgrades.

Ability to carry out assignments with limited supervision where objectives are broadly defined.

Strong analytical and organizational skills and able to work in a team environment.

Maintain awareness of technology trends and current events in dealing with information technology.

1/2011 to 5/2012

Computer Support Assistant,

University of South Carolina, Columbia SC

Setup and configure software and all the versions of Microsoft Windows.

Acted as the main point of contact for computer hardware problems and worked with vendors to arrange repairs and maintenance.

Provided technical instruction and assistance to faculty and staff to include resetting passwords and user ID, system navigation, account maintenance, and fixed bad user profiles.

Installed, updated, and resolved issues with application software and operating systems; administer and maintain local and network printers.

Served as a resource liaison for Faculty and Staff.

Provided on-site support to customers and clients with especially challenging computer problems.

10/2007 to 4/2010 Computer Lab Technician

Orangeburg-Calhoun Technical College, Orangeburg, SC

Responsible for troubleshooting and repairing of personal computer and laptops.

Responsible for providing student support and customer service.

Acts as an on-site resource to individual students and groups accessing computer technology; helps familiarize students with software; assists students in registering for classes, completing assignments, and orients students to the laboratory.

Opens and/or closes the computer lab and provides for the general cleanliness, safety and security of the laboratory area. Reports maintenance problems to the Service Request Center as they occur.

Installed, updated, and resolved issues with application software and operating systems; administer and maintain local and network printers.

Replaced and repaired computer HDD’s and hardware.

EDUCATION

2016 Bachelors of Science: Business Management

Strayer University, Columbia, SC

2010 Associate of Science: Computer Technology

Orangeburg Calhoun Technical College, Orangeburg, SC

Emphasis in Information Technology

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