Ossie Coley ad3i3r@r.postjobfree.com 202-***-**** Washington,DC, DC

SUMMARY

Seasoned Virtual Contact Center Specialist with 3years of experience providing technical support and customer service. Skilled in network connectivity diagnostics, wireless device troubleshooting, and maintaining professionalism in customer interactions. Seeking Tier 1 Helpdesk Analyst role, bringing expertise in tech support and strong communication skills.

WORK EXPERIENCE

Team Victory CA

Voter Outreach Communications Specialist Oct 2018 - Jan 2024

• Conducted door-to-door canvassing to gather data on voter preferences, ensuring accurate and timely collection of information.

• Engaged with the public in various settings to administer surveys and collect petition signatures, contributing to voter outreach efforts.

• Informed unregistered voters about the registration process and the importance of participating in elections, facilitating an increase in voter engagement.

Kheprah Consulting

Virtual Contact Center Specialist Remote Dec 2016 - Sep 2018

• Resolved customer issues efficiently by adhering to prescribed scripts, ensuring a swift and satisfactory resolution for each inquiry.

• Conducted lead generation and public opinion polling, applying diverse strategies to gather valuable data across multiple sectors.

• Delivered exceptional customer service during incoming calls, maintaining professionalism and demonstrating comprehensive product knowledge.

Support.com

Remote Wireless Service Technician Remote Jul 2016 - Dec 2016

• Conducted comprehensive diagnostics and troubleshooting for network connectivity issues, ensuring optimal performance of Wi-Fi gateways for a major telecommunications provider.

• Performed integrity checks, including signal-to-noise ratio and power level assessments, to maintain high-quality bandwidth and connection stability.

• Delivered exceptional customer service, including troubleshooting for PC/MAC systems, browser resets, network adapter configurations, and protocol compatibility, as well as managing gateway password and factory resets.

• Providedexpertrecommendationsforequipmentandserviceupgradesbasedonassessmentofcustomerneeds,and coordinated with field technicians for on-site support when necessary.

EDUCATION

City College Of San Francisco CertificateofAchievement:Cybersecurity,EthicalHackingandNetworkDefense, Computer Forensics, DNS Security, Firewalls, Network Security

San Diego City College Electricity

San Francisco, CA Expected in 12/2023

San Diego, CA May 2008

SKILLS

ComputerNetworking•CustomerService•OnlineResearch•AdministrativeSupport•DataProcessing•Verbaland Written Communication • Microsoft Office (MS 365) Support • Linux (Bash), (Kali), Wireshark • Five9, Remedy, Heat, Utopia, SMS, Timbuktu, Fathom, Lasso, Vici-Dial (Bria/Xlite VoIP-SIP Phones), Ytel, Wrike, Zoiper, Zello, Skype, & HipChat • Very Capable and Competent Using and Troubleshooting Applications and Operating Systems As: DOS, Windows 3.1, Window for Workgroups (3.11), Windows '95, Windows '98, Windows NT 4.0, Windows XP, and Windows 10/11. Competencies in Supporting Windows Office (365) Business Applications.