Customer Service Information Technology

Desean McKenzie

Email: **************@*****.***

Cell: 404-***-****

Atlanta, Ga

**** ********** *****

Atlanta GA 30342

Objective:

Young enthusiastic Professional seeking to benefit an I.T Department with complex technical Knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, customer service, software, and framework. Will grow with Certifications immediately such as (A+ and Security+)

Skills & Abilities

Member and Captain of Jackson State football team (2012-2016) (D1AA)

•Competitive and Professional.

•Customer service.

•Knowledge of all Microsoft 7 applications, Windows XP/Vista or comparable

databases, software installing ability.

•Flexible, enthusiastic, and willing to grow and learn with responsibilities.

•Strong interpersonal and communication skills.

•Detail oriented and ability to learn concepts quickly and sufficiently.

•Cooperative and Collaborative team member.

Software skills

PeopleSoft Financials, Internal Propriety Testing Software, Microsoft, Windows, Zip wire, Salesforce, Experience in Troubleshooting Desktop / Laptop / Printers / Scanners / PDA's / iPad / iPhone/ Peripherals / Generic PC Software's

Education

JACKSON STATE UNIVERSITY, JACKSON, MS

Degree May 2016

Bachelors of Science in Therapeutic Recreation with a minor in computers information

Currently Studying for A+ Exam

Experience

SYSNET GLOBAL SOLUTIONS (Atlanta Ga February 2017 – present)

Payment Card Industry Compliance (Cybersecurity) (Helpdesk Associate Tier 2) (Second in command)

Identify and assist the needs of each merchant

Technical support for POS terminals.

Maintained database for each interaction.

Managed and resolved customer complaints.

Manage length of calls.

Route calls to appropriate resources.

Schedule cases and follow up calls for certain escalations.

Inbound and outbound call interactions.

Work within Salesforce and Zip wire for logging calls and interactions.

Email support.

Troubleshoot customers by phone.

Assist with floor associates answering escalated cases and effective questioning.

MISSISSIPPI WILDLIFE FISHERIES PARKS AND RECREATION (2016)

Information Technology Department (Help Desk) – 3 months’ internship (PAYED)

Answering phones with daily tasks of helping employees with minor computer issues.

•Stationed in I.T department installing and programing applications for specific job use of the company.

•Learned hands on from experienced staff workers dealing with computers, troubleshooting, and software.

•Worked the machines making fishing, boating, and hunting licenses for the entire state of Mississippi residents.

University of Mississippi Medical Center (Practicum) for a year (2015)

Customer service (Help Desk)

Did charting of patients, also worked the front desk filing documents on computer software as well as costumer service.

Answering and directing calls.

Hands on with front desk computers installing programs.

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