Alfreda Grant

*** * ***** **** ******, Richburg 29729 C: 803-***-**** ad0t5f@r.postjobfree.com

Professional Summary

Technical Support Specialist with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments. Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals.

Skills

Customer service expert

Analytical and critical thinker

Skilled multi-tasker

Fast learner

Knowledgeable in Mac systems

Team Leadership

Work History

Internet Tech Support, 11/2017 to Current

Comporium – Rock Hill, SC

Work in a fast-paced call center (sometimes remote) environment taking incoming technical calls from customers.

Listen then analyze, troubleshoot, and resolve technical issues for voice, internet, and/or data installation and connection issues.

Create trouble tickets and maintain knowledge base.

Helpdesk Associate, 06/2016 to Current

FGP – Rock Hill, South Carolina

Answer and route incoming calls.

Use computer applications including microsoft office and call management software. Troubleshoots, analyze, and resolve hardware and software issues.

Exceed all Key Performance Indicators (KPIs) and adheres to established policies, procedures, and documentation.

Helpdesk Associate, 10/2015 to 07/2016

State Farm Insurance – Charlotte, North Carolina

Provide stellar customer support to clients who submit questions via the Salesforce ticketing software; escalate and resolve tickets as needed.

Assist customers with password and account resets.

Provided base level IT support to non-technical personnel within the business.

Installed software, modified and repaired hardware and resolved technical issues.

Technical Support Representative, 08/2005 to 02/2016

Start Corporation – Rock Hill, South Carolina

Resolved customer issues in a clear, courteous and straightforward manner.

Demonstrated professionalism and courtesy with customers at all times.

Retained existing clients and developed new business by extending high quality and efficient service.

Troubleshooted various hardware issues in a call center environment.

Education

High School Diploma: 1987

Lewisville High School - Richburg, South Carolina

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