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A.C. AKALAWU CCNA

**** ********* **** **** *** • Atlanta Ga, 30327 • ad2etq@r.postjobfree.com • 404-***-**** QUALIFICATIONS SUMMARY

Highly personable Customer Service and Help-desk Professional with eight plus years of experience in network monitoring, internet troubleshooting and call-center operations within the telecommunications, information technology and ISP industries.

Talent for identifying customer needs and presenting diagnosis and comprehensive troubleshooting over the phone for a variety of telecommunication, PC soft/hardware and internet related issues.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to efficient trouble resolution and increased customer satisfaction.

Track record of assisting in the design and implementation of reporting procedures that speed up resolution times and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues with 3rd party service providers.

Certified Cisco Network Associate.

Proficient with Internet connectivity, routers and switches, Email, DNS, VPN, LAN/WAN, TCP/IP, MS Outlook, IE Explorer, Google Chrome, Win O/S, Adobe Illustrator PROFESSIONAL EXPERIENCE

Support.com – Atlanta, Ga. Sep ’17- present

Client Services Technician

Working in a fast-paced environment providing a high level of customer support. The Client Services Remote Services Technician provides inbound customer service support for advanced troubleshooting and resolution. It involves working and engaging with others in a virtual environment, while providing customers with a high-quality customer service experience. As a Client Services Remote Services Technician, I also employ the following skills:

• Receive 50 – 70 inbound calls per- day, demonstrating the ability to listen, diagnose troubleshoot and solve technical and service related issues.

• Actively listen to customer needs and offer appropriate education of products and services to prevent churn

• Analyze and resolve security application and hardware errors in a timely and accurate fashion providing daily status reports.

• Ability to interpret a flow chart to deliver a work process.

• Communicate technical directions over the phone to inexperienced computer users.

• Ability to learn new technical concepts quickly.

• Communicate and present complex information effectively on the telephone demonstrating a professional tone, empathy, voice inflection, and intonation. A.C. AKALAWU CCNA

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Professional Experience Continued

Light House Solutions – Fayetteville, AR Feb’17 – Aug ’17 IT Customer Support (Consultant)

Responsible for working remotely and directly with the CEO of a non-profit organization, providing technical and functional support of infrastructure, applications, and business systems. Provided functional support of strategic business initiatives, assisting with the development, implementation, and support of internally developed business applications and processes, technical and functional support for staff.

• Trained a 7 person team responsible for operational set-up.

• Acted as an IT consultant and business analyst in improving and maintaining software systems, social media communication, and web design. Lead several successful process improvement efforts; simplifying data backup process.

• Trouble shot and resolved PC, mobile and tablet issues including connectivity email setup, and new user training.

• Communicated issues, resolutions and project status to executive team and users, ensured deadlines were met, but more importantly quality was delivered.

• Traveled 6 times to Arkansas to personally aid in the setup of the organization. AT&T – Atlanta, Ga. (W. Peachtree) Sep ‘06 to Dec ‘16 Technical Support Representative (Internet Connectivity) Worked under general supervision, in a 24/7 in-bound call center environment, and provided technical and network problem resolution to end-users (customers) by performing a question diagnosis while also guiding users through step-by-step solutions. Solutions included, but were not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

• Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

• Regularly liaised, troubleshot, and escalated with 3rd party service providers and field technicians over the phone.

• Researched required information using available resources & followed standard processes and procedures.

• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

• Identified and escalated priority issues per Client specifications. AT&T – Atlanta, Ga. (GDC) Feb ‘03 to Sep ‘06

Network Helpdesk

First Level telephone and on-line end-user support for problems, requests, and questions from client's associates on PC hardware and software, including networks, data and voice communications, for national telecommunications company providing numerous VoIP services, and solutions.

• Responded in a timely basis and in accordance with approved policies and procedures to end- user reported problems and requests for IS operational services.

• Documented service and assistance activities utilizing defined standards and procedures and appropriate tools and systems.

• Assisted end-user associates with requests, problems, questions, procedures, and performed first level problem root cause analysis and problem resolution.

• Followed escalation procedures to ensure management awareness and that appropriate technical resources were directed to persistent problems.

• Responded timely to user administrative requests, ensuring security policies are adhered to.

• Performed on-call assignments according to schedule and followed on-call procedures. EDUCATION AND TRAINING

Associate Degree Business and Finance • UNIVERSITY OF SW LONDON – London, England Cisco Certified Network Associate • NETWORK SOLUTIONS – London, England

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