Customer Service Tech Support

LAMINE DIENE

https://www.linkedin.com/in/lamine-diene-ab692012/

Tel:717-***-****.Email:***********@*****.***

Summary:

• IT support and customer service professional with ten years’ hardware and software proficiency.

• Desktop-Support, Hardware/software Configuration, Installation and maintenance. PC/Mac migration.

• Servers, PC Design and Setup, Hubs and Workstations deployment. Light Active directory/Directory services.

• Excellent graphic design skills.

• Photoshop expert.

• Multi-language:English,French,Wolof.(Interpreter at Fluent Language Solutions).

• Over ten-year experience in sales and customer service.

• Communication and wireless technology sales specialist. WORK EXPERIENCE

H-MOBILE Harrisburg,PA 2010-Present.Reference:A.Dame Tel:717-***-**** Desktop Support -Operations Manager.

Provide troubleshooting support and in-person training for many different types of technology, including: computers (software and hardware) mobile devices, wireless networks, printers, TVs, home theater systems, and various smart home devices. General IT support.Plan and execute patch updates or software upgrades.

Perform installations, integrations, configurations, upgrades, troubleshooting, and performance tuning of various software technologies. Answering inbound calls from customers to assist with questions about products, services, answer basic programming questions,or troubleshoot issues.

Strong Hands-on hardware repair on PC’s,Laptops,Tablets and many phone brands.

Outbound calls to ensure customer needs are met.

PC System Setup,deployment,maintenance and Upgrade.

PCI and non-pci card setup and interface.

Provide excellent customer support.

Receive customer inquiries and follow-up.

Record transactions and process end-of-day reports.

Inventory physical checks.Shipping,receiving and transfer of computer parts Computer system field technician.

VERIZON WIRELESS (Authorized Dealer Stop &Go)– New York 2003-2010. Sales Representative Team leader.Supervisor Alan.N Tel:917-***-****

Developed close and personal relationships with clients to ensure customer loyalty

Ensured the highest level of customer service satisfaction both on the phone and in person.

Responsible for staff scheduling, maintaining and updating inventory; perform payroll duties.

Email campaign outreach to grow customer base using Google analytics and Facebook Audience Insight,Jaaxy,etc.

Provided solutions to customers equipment needs.

Offered trainings for use of PDA phones,Android,IOS and Blackberry.

Made informed purchase decisions based on client demands and business objectives.

Assisted in-house staff and field personnel by solving internal and external issues.

Updated and maintained inventory control.

Exceeded company sales quotas on a regular basis. 3D Art GALLERY,New York,NY-1997-2003

Multilanguage Sales Consultant French/English/Wolof – Supervisor:Joe N

Managed the sales,framing,shipping and receiving of art pieces

Designed weekly sales reports.

Recorded cash transactions and processed end-of-day reports.

Increased sales volume of American Pop Artists: Andy, Warhol, Keith Haring, Charles Fazzino,and European artists:Picasso,Dali,Delacroix,etc

Responsible for international customers with a focus Asian and Europeans.

Designed and printed all gallery flyers and posters.

Assisted in the training of new customer service representatives and associates.

Generated repeat business through successful client follow-up.

Increased sales volume.

EDUCATION:

University of Cheikh Anta Diop– Dakar,Senegal

Graduated:Capacite en Droit – Law,1983 (Paralegal studies) Manhattan School of Cooperative Technology– New York. Computer Repair Training,2000-2002 (None graduate Training). SKILLS:

Languages:Ability to read,write and speak fluently French,English and Wolof.

Computer: Desktop Support, Hardware Configuration, Hardware Installation, Installing and Upgrading Servers, PC Design and Setup, Setting Up Hubs, Workstations Deployment,Maintenance.

Platforms:Windows XP,7,8,10,Android,IOS,Blackberry and PDA Training

Level1Client desktop Technical Support and Training, Troubleshooting/Problem Solving,User Support,Operations management,Marketing collateral.

Excellent use of Microsoft Office Products (word, excel, Power Point, Outlook, etc Windows XP,Windows 7,8,10.Photoshop.

Technical Skill Set Experience in years

Experience with call tracking and ticketing

software

3

Mobile device experience (Android,Apple,

BB,Windows)

10

Microsoft based operating systems with

emphasis on Windows 7,8,10 and Office

2013

6

Experience with using and troubleshooting

Outlook 2013 (permissions,calendar

sharing)

6

IT Service Desk and/or Call Center

experience

6

Attentive to details and ability to be

resourceful (using supplied documentation)

6

Ability to support users with limited

knowledge of computers,software,

hardware and systems

10

Communication skills and telephone

manner.

10

Customer service 10

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