Customer Service It Support
Resume:
Kywajn Alston
*********@*****.***
Professional Summary:
Results-driven, IT professional with a strong background in customer service and managerial skills. Extensive experience in IT support, systems administration, and project management within the entertainment and hospitality industries. Proven ability to lead teams, deliver exceptional customer service, and drive operational excellence. Adept at managing IT infrastructure, troubleshooting technical issues, and implementing innovative solutions to enhance business efficiency.
EDUCATION
Raritan Valley Community College — Associates Degree in Game Development.
North Plainfield— High School Diploma
EXPERIENCE
IT Specialist Bowlero Corp, Green Brook NJ, USA January 2023 - April 2024
Spearhead IT support initiatives, resolving technical issues promptly to minimize downtime and optimize operational efficiency.
Manage and maintain IT infrastructure, including servers, networks, and software systems, to ensure reliability and security across multiple locations.
Lead cross-functional teams in the planning and execution of IT projects, from inception to completion, to support business objectives and enhance customer experiences.
Implement robust network security measures, including firewalls and intrusion detection systems, to safeguard sensitive data and mitigate cybersecurity threats.
Provide comprehensive training and support to staff members, empowering them to leverage technology effectively in their roles and enhance overall productivity.
Shift lead Bowlero Corp, Green Brook NJ, USA 2019 - 2020/2023 - April 2024
Directed front desk operations, ensuring a seamless customer experience from check-in to departure, and addressing any inquiries or concerns with professionalism and efficiency.
Developed and implemented customer service protocols and standards, elevating the level of service delivery and fostering positive relationships with patrons.
Managed a team of front desk staff, providing guidance, training, and support to ensure consistency in service delivery and adherence to company policies.
Utilized data analytics to assess customer feedback and identify areas for improvement, leading to enhancements in service quality and customer satisfaction ratings.
Collaborated with other departments to streamline processes and optimize the overall guest experience within the entertainment center.
Sales Associate MarketSource Inc. Alpharetta, GA May 2024 - Present
Achieved top sales performance consistently by understanding customer needs and recommending appropriate products.
Assisted customers with technical queries and provided solutions for product issues, including software and hardware troubleshooting.
Conducted product demonstrations and trained new hires on sales techniques and IT-related processes.
Managed inventory, processed transactions, and maintained high standards of customer service.
Sales Associate Best Buy, Bridgewater NJ, USA January 2020-June 2020
Greeting customers, providing customers with
the proper solution.
Certifications
CompTIA A+
ITIL Foundation Certification
SKILLS
IT Support and Troubleshooting
Systems Administration
Project Management
Network Security
Customer Service Excellence
Team Leadership and Development
IT Infrastructure Management
Vendor Management
Problem Resolution
Communication and Interpersonal Skills
IT Skills: Technical troubleshooting, software installation, network support, CRM systems, data analysis, basic programming (HTML, CSS)
Communication: Excellent verbal and written communication, active listening, presentation skills
Technical Tools: Microsoft Office Suite, Salesforce, Zendesk, JIRA, Google Workspace
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