Customer Service Call Center

Marvin Morant

**** **** ****** *, ****** Acres, FL 33971 ● 786-***-**** ● *******@*****.***

OBJECTIVE

To obtain a technical position where my dedication, exceptional consumer service and technical skills acquired over the past twenty years can be applied. SKILLS & ABILITIES

Networking

TCP/IP & LAN/WAN Protocols

Active Directory

Network Systems Management

Network Development

GUI Applications

Operating Systems

Windows XP / Vista / 7 / 8 / 10 / 11

Windows Server 2008 / 2012

Hardware

POS Devices load, configure, encrypt

and trouble shoot

Assemble/disassemble PC’s

Installation, testing, troubleshooting,

repair and cabling

Printers and Scanner install and

configure

Software

Microsoft Word, Excel, PowerPoint, Access,

Outlook, Teams

Adobe Photoshop

Install, configure and troubleshoot

Technical Support/Customer Service

Tier 1, Tier 2

Call Center

Troubleshoot hardware/software

Troubleshoot network connectivity

Software installation support

Virus removal

Documentation of procedures

Communication

Strong written and oral communication skills

End user Training and Support

Customer Service

PROFESSIONAL EXPERIENCE

JRs POS Depot, May 2016 – September 2023

Tier 3 Deployment Associate

• Tier 3 DAs have shown that they have the ability and skillset to perform all Deployment functions without assistance or guidance.

• At this tier level, DAs are responsible for…

o Fully understanding PCI rules and regulations and enforcing the rules to meet the scope of the JR’s POS Depot Key Injection Facility (KIF). o Coming up with creative solutions to issues to resolve them quickly and effectively. o Work closely with all other departments in the organization to maintain open communication channels.

o Test new customer integrations and products to ensure device support and onboard new customers.

o Ensure that all DA PCs are up to date with the latest software. o Provide guidance and support for all lower tier DAs.

• Using active directory to unlock and reset passwords on employee accounts.

• Accessing the Windows server to release ipv4 address leases.

• Assisting Customers over the phone or by email to resolve POS connectivity issues Marvin Morant

2503 28th Street W, Lehigh Acres, FL 33971 ● 786-***-**** ● *******@*****.*** Teleperformance, November 2010 – May 2016

Customer Service Agent

• Providing quality customer service for customers of various ISPs

• Assisting customers with technical problems for various telecommunication Companies

• Training of new employees

• Providing quality options for customer to keep service with various ISPs American Van Lines, May 2007 – March 2010

Senior Moving Consultant

• Assisting customers with logistics for local and long distance moving

• Ensuring carriers receive correct information on customer’s move

• Training of new employees

• Increasing local sales by 95% for summer 2008

• Providing quality customer service for customers prior to move.

• Updating co-workers with changes in carrier availability. Mentis Global LLC, January 2006 - 2010

Chief Technical Consultant

• Installation and maintenance of company’s LAN

• Upgrading of the company’s hardware and software

• Maintaining network security

• Ensuring secure backup of company’s data

• Train staff on the usage of new software

• Maintain audio and visual equipment for presentations Florida International University, January 2006 – May 2007 The Learning Center

• Set appointments with tutors for students

• Assist students with computer related problems.

• Assist with promoting the Learning Center during college functions

• Cross checking tutors time cards for signatures

• Responsible for the prompt opening and closing of the Learning Center

• Supervising student computer usage.

Cyberavale Ltd, September 2002 – December 2004

Internet Café supervisor

• Assisting customers with Internet and Microsoft Office related problems.

• Teaching introduction to Microsoft Office to students and patrons.

• PC repairs and maintenance (software and hardware installation, trouble shooting, virus removal, repairs and upgrading).

• Processing and managing payroll for company staff.

• Problem solver to customer's queries and concerns.

• Facilitating Internet account payments

Marvin Morant

2503 28th Street W, Lehigh Acres, FL 33971 ● 786-***-**** ● *******@*****.*** EDUCATION

ITT-Tech – Ft. Lauderdale, FL June 2014 – May 2016 Associate degree in Network System Administration

Florida International University, Miami, FL January 2006 – May 2007 Major: Information Technology

Portmore Community College, Portmore, Jamaica September 2000 –May 2002 Diploma in Information Technology

Computer Lab Assistant

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