JEAN-WICKY GUSTAVE

Houston, TX

281-***-**** ad09e3@r.postjobfree.com linkedin.com/in/jean-wicky-gustave-9ab31667a SKILLS

Microsoft Visual C++ Java .Net VBA Computer Architecture C# Linux/Unix Distro ASP.Net Software Development IT Project Management Java Script Data Analysis Python Microsoft SQL Server Web Design HTML Agile Development CSS Full-Stack Development Troubleshooting Systems Admin Network Support UI/UX Design

WORK EXPERIENCE & INTERNSHIPS

Kelly Remote

MAC+ Advisor February 2020 - July 2020

● Responsible for handling technical-support questions for Apple customers and partners

● Provided prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.

● Oversaw call resolutions in a timely manner, while maintaining the highest level of quality support in every customer interaction.

● Retained their Tier 1 iOS knowledge and also assisted with overflow of MAC+ customers. Dual trained to assist with T1 Mac and T1 iOS calls

● IOS Advisor February 2020 - July 2020

● Managed over 75 calls flow and respond to the technical support needs of customers

● Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords, and product support resolutions

● Remain up-to-date on the latest technologies and solutions applicable to company products for IOS functionality Liveops, Inc. Remote

Customer Service Representative September 2019 – December 2019

• Managed telephone complaints and requests for over 100 customers daily

● Performed regular assessments and evaluations regarding customer complaints and provide suggestions to improve customer satisfaction and retention by 25%

● Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy

● Effectively communicated using customer friendly and appropriate language to explain customer bills and payment issues, and handled billing disputes consistent with Liveops, Inc. standards SYKES Houston, TX

Product Specialist January 2019- December 2021

● Kept upper management advised of any critical issues through collaboration with product developers

● Submitted issues to the correct department on clients' behalf that arise from phone conversations to help expedite service

● Managed and oversaw refunds, account holds and locks, reset, transfers, and account ownerships CERTIFICATIONS

IT Security: Defense Against the Digital Dark Arts September 2022 Technical Support Fundamentals November 2022