ERIKA DAVIDSON

** ****** *****, **********, ** **759 · 662-***-****

ad2ohr@r.postjobfree.com

EXPERIENCE

MAY 2022 – PRESENT

APPLE TECHNICAL SUPPORT, KELLY CONNECT

Identify, investigate, and resolve user problems with Apple iPhones, iPads, and watches. Consult with users to determine steps and procedures taken to identify and solve the problem. Apply knowledge of Apple software and hardware and procedures to solve problems. Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. Collaborates with other staff to research and resolve problems. Arranges service by software or hardware vendors to repair or replace defective products. Maintains knowledge of technological innovations and trends. Performs other related duties as assigned.

MARCH 2015 – MAY 2022

FRONT END BACKUP MANAGER, KROGER

Managed cashier’s, baggers, and customer service agents, completed payroll, changed prices and signage throughout the store, took payments for bills, made money orders, submitted, and took payment for Western Union transactions for customers, developed staff schedules, edited schedules, edited punches, and entered missed punches regarding payroll, resolved customer complaints, and completed accounting activities (e.g., counted down registers, dropped deposits, etc.). Acted as supervisor whenever the department supervisor was out of the office. FEBRUARY 2014 – MARCH 2015

CASHIER AND CUSTOMER SERVICE, WALGREENS

Checked out customers that patronized the store, put out freight, and re-stocked items on shelves.

APRIL 2007 – FEBRUARY 2014

TEAM LEAD AND TECHNICAL SUPPORT AGENT, SITEL

Troubleshot Gateway computers via telephone, helped customers to navigate different steps to resolve their computer issues, troubleshot different software issues with Microsoft products, helped customers to troubleshoot issues via telephone and chat for Dell computers, sold customers Dell products, troubleshot hardware and software issues, and handled billing issues regarding T-Mobile cellular phones.

EDUCATION

MAY 2019

2

SOME COLLEGE COURSES IN INFORMATION TECHNOLOGY, WALDEN UNIVERSITY MAY 1993

HIGH SCHOOL DIPLOMA, ALEXANDER HIGH SCHOOL

SKILLS

• Team Player

• Staff Management

• Issues Resolution

• Staff Development

• Technical Expertise

• Microsoft Office Suite

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