Information Technology Customer Service

Michael James Davis II

**** ***** ***** **** *************, GA 30043

678-***-**** ****************@*****.***

EDUCATION

Strayer University December 2025

Bachelor of Science in Information Technology

EXPERIENCE

●Sunset Technologies – January 2023 – Current

●Remote Support Technician:

●Provide helpdesk support to end-users using remote access software

●Resolve level 1 and level 2 support tickets of proprietary software and escalate it when needed

●Create, modify, and maintain Knowledge Base articles used by level 1 and level 2 support

●Perform problem-solving on various applications and hardware

●Accurately identify the need to escalate issues in a timely manner

●Maintain accurate records and time logging in ConnectWise

●Perform basic system navigation, resource identification and account management for all contact types

●Effectively communicate issue resolution to the client

●Document all issues and generate reports detailing common problems and error trends for software and operational teams

●Maintain internal knowledgebase and ticketing information on an ongoing basis

●Be part of on-call rotation responding to after-hours calls and emergencies

●Gather technical information for on-site escalations

●Best Buy Geek Squad – October 2017 – January 2023

●Geek Squad Client Care Agent:

●Responsible for enhancing customer relationships by resolving customer, retail and team issues across multiple platforms

●Perform basic system navigation, resource identification and account management for all contact types

●Perform more complex customer tasks – returns, exchanges, remotely support troubleshooting or fix internet connected devices

●Work cross-functional with key partners to ensure product is received, processed, and delivered on time

●Tracking purchase orders that tie back directly to customer orders

●Geek Squad Agent:

●Specializes in installing, mounting, and repairing electronics such as Tv’s, speakers, receivers, smart home technology, Pc’s, networking technology, and appliances

●Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs

●Performs a variety of fulfillment duties for clients in their homes including delivery, installation and networking

●Smart Home Expert Sales Consultant:

●Provided exceptional customer service and sales expertise to customers with product knowledge and service experience on new technology ranging from Pc’s, appliances, Tv’s, and smart home technology

●Recognized as one of top 3 performers in the market in sales and whole home solutions

●Specialized in Wi-fi, networking, and smart home technology with a clear understanding of how different devices affect client’s homes

●Worked in a team environment with specialists on a variety of different products and installation styles

●Chick-fil-a - Manager: June 2012 – June 2018

●Oversaw employees and operations in front counter and kitchen during high volume hours of sales

●Executes proper security and cash handling and control procedures and holds cashiers accountable to adhering to policies and procedures

●Maintains a positive working relationship and treats all employees with respect while providing them with direction and feedback

● Provided exceptional customer experience and communicated with over 500 guests on a daily basis

●Communicates employee performance and policy/procedure violations to management for appropriate handling

●Assisted in meeting daily sales goals of $15,000 multiple times through employee encouragement and managerial collaboration

In charge of training new employees in the kitchen and the front counter to maintain outstanding customer service

Oversaw employees in kitchen during preparation of large catering orders

●Vector Marketing Corp- Sales/Marketing Representative: March 2017 – November 2018

●Setting up appointments with potential customers and marketing the product to them

●Providing excellent customer service and a memorable customer experience

SKILLS

●Customer Service- Ability to deal with several difficult customer situations while ending with best results possible

●Technologically Proficient- Experienced with installing, setting up, troubleshooting, diagnosing, and repairing electronics such as televisions, phones, appliances, computers, and many more. Knowledgeable on Microsoft office, Connectwise, Sophos, Active directory, Group Policy. Overall intermediate level skill with different types of technology.

●Sales- Professional sales training; upselling, marketing, and selling products to reach company’s goal, worked with merchant service company and marketing company

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