Customer Service Representative

CLARENCE SPEARMAN

**** ******* *****, *******, ** 30034 H: 404-***-**** *****************@*****.*** www.linkedin.com/in/clarence-spearman-16390a96

Computer User Support Specialist with a gift for understanding the needs of both business and home users. A Computer Science graduate versed in Object Oriented Concepts, Application Software, Operating Systems, PC Hardware, Printer Hardware, Networking, technologies, and protocols and Customer Service. Looking to bring a passion for creative solutions to vibrant technical support team. A member of ACM, (Association of Computer Machinery), where we develop programs to help in the advancement of computer and mathematics profession. *A member of FGSLAMP, (Florida Georgia Alliance for Minority Participation), We developed opportunities to help students receive more internships and scholarships and also volunteer with local Boys and Girls Club to help tutor with mathematics and other subjects. *President of the Chi Epsilon chapter of Omega Psi Phi fraternity incorporated. *Church - support by editing sermons through A/V equipment.

Computer proficient

Java/C/C++

Working with shifting priorities

Team player

Java

Operating Systems & Hardware Architecture

Database Management

Quick learner

Strong client relations

Microsoft Office

Active Directory

Operating Systems (Windows, Mac,

Linux)

VPN

Multitasking skills

Creative problem solver

Exceptional communication skills

Training development aptitude

Customer Support Analyst, 10/2016 to Current

Amplify Education – Alpharetta, Ga

technical help desk support for Amplify Education's proprietary educational software and systems. Provided base level IT support to non-technical personnel within the business. Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Conducted research to address customer concerns.

Researched, troubleshot and resolved complex problems independently. Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, Mac systems, and iPad systems

Provided on-call support for critical issues.

Used ticketing systems to manage and process actions taken. Described solutions to customers accurately and persuasively. Enthusiastically participated in job related training. Compiled and accurately entered electronic data.

Customer Service Representative, 06/2015 to 10/2016 PROFESSIONAL SUMMARY

AFFILIATIONS

SKILLS

WORK HISTORY

Northside Hospital – Atlanta, Ga

Accurately documented, researched and resolved customer service issues. Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly. Defused volatile customer situations calmly and courteously. Identified chronic customer issues by creating and maintaining customer complaint log. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Referred unresolved customer grievances to designated departments for further investigation. Effectively managed a high-volume of inbound and outbound customer calls. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Assistant Computer Instructor, 06/2009 to 07/2012

Warren Holyfield Boys and Girls Club – Atlanta, GA Assisted the Computer Instructor in helping teach kids the basics of computer hardware through various games and fun activities as well as helping them make their own web page by utilizing the software programs such as WIX.

Troubleshoot computers, printers, install software and hardware, monitor and update computers when necessary. Book Seller, 06/2013 to 07/2013

Barnes and Noble at Georgia Tech – Atlanta, GA

Sold books to students as well as up sell plenty other items throughout the store. Invoice books, help customers in store as well as on the phone. Stock items and worked cash registry.

Assisted in the setup, organization and preparation of the operation functions of the Clark Atlanta location before opening.

Also assisted in troubleshooting emails, updating software and operating systems for management office. Demonstrated professionalism and courtesy with customers at all times. Student research project, 01/2012

Hermite Polynomial Interpolation of Elliptic Functions and Their Integrals – Albany, GA Utilized Java to generated polynomials for elliptical functions to help simplify the mathematical equation and produce multiple results in less time.

Utilized oracle to generate a database for the presentation and another way to explain elliptic functions from a visual and simplistic aspect.

A two man project and I was the programmer as well as presenter. We placed 1st in presentation at the Undergraduate symposium. Bachelor of Science: Computer Science, Dec 2014

Albany State University - Albany, GA

A member of ACM, (Association of Computer Machinery) in college, where we develop programs to help in the advancement of computer and mathematics profession. A member of FGSLAMP, (Florida Georgia Alliance for Minority Participation) in college. We developed opportunities to help students receive more internships and scholarships and also volunteer with local Boys and EDUCATION

AFFILIATIONS

Girls Club to help tutor with mathematics and other subjects. Was president of the Chi Epsilon chapter of Omega Psi Phi fraternity incorporated. Church – support by editing sermons through A/V equipment.

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