Customer Analyst

Braxton Cofield

Holly Springs, NC

(***) *** - **93 **************@*****.***

LinkedIn: www.linkedin.com/in/braxton-cofield

IT Support Specialist

Career Summary

Results-driven and accomplished professional with 13+ years of combined work experience providing IT and customer support to a maximum of 500 customers daily and strategically identifying and resolving technical system issues within leading companies.

Areas of Expertise

Information Technology Hardware Installations Problem Solving Networking Repairs Operating Systems Rack and Stack Diagnostics Customer Service Oral & Written Communication Deductive Reasoning Ticketing System Active learning Troubleshooting Problem Solving Education

American InterContinental University, Hoffman Estates, IL Bachelor of Science in Information Technology, December 2008 Certifications

Network+ Security+

Work Experience

Independent Contract IT Technician 2017 – Present

Contracted Part-Time IT Technician

Work with clients to provide the most comprehensive and innovative IT solutions for their business. Services including low voltage cabling, software and networking upgrades, hardware and software installations, pin pad installations, point of sales installs, and access point installations.

• Perform onsite and remote analysis of computer hardware, software, and network issues

• Install, configure and test hardware and software

• Troubleshoot issues with hardware, software, and peripherals

• Evaluate and recommend technology for purchase

• Perform preventive maintenance and imaging of Windows OS

• Perform onsite replacements and decommission (Rack and Stacks) of routers and servers (Cisco, VeloCloud)

• Install, configure and test laptop and desktop operating systems (Windows, MacOS) for clients

• Knowledge and experience with Active Directory password resets

• Knowledge and experience in creating ServiceNow Incidents/ Requests

• Install, configure, and troubleshoot IoT devices Conduent, Cary, NC 2015 – Present

Benefits Analyst

Act as a subject matter expert when performing day-to-day functions that includes processing, creating and maintaining benefit records, reports and packages for customers and conducting data research regarding various types of benefits for the world’s largest provider of diversified business process services to government and commercial customers.

• Developed and facilitated training sessions by utilizing diverse company resources while working alongside members of the management team to develop high-performing staff members.

• Successfully assisted the management team with developing, implementing and accomplishing departmental target goals.

Skyline Personnel, Cary, NC 2014 – 2015

Customer Experience Specialist, Helpdesk Support Specialist Served up to 500 potential customers daily by consulting with each individual to discuss medications and the requirements to receive the products prior to enrolling each individual into a rebate or discount program in a fast-paced call center environment while working at TrialCard as a contractor for a staffing and recruiting firm that has 20+ years of experience matching clients with candidates.

• Led the Helpdesk operations for the pharmacy by assisting team members with processing rebate cards and identifying and resolving technical system issues to minimize downtime.

• Cooperated with the manager to facilitate training sessions that educated up to 15 team members on new medications and rebate and discount programs.

• Chosen to serve on theTier2/Supervisor Escalation Team to consult with callers to explain the details of denial decisions to join a program.

Target, Holly Springs, NC 2013 – 2013

Customer Service Associate

Cooperated with coworkers to perform daily merchandising operations for one of the largest retailers worldwide that generates $75B in revenue each year.

• Enhanced the overall customer satisfaction rate by interacting with customers to answer inquiries and resolve issues to create an outstanding customer experience for patrons.

• Drove revenue by interacting with customers and conducting independent study to continuously enhance knowledge of customer service methods.

• Contributed to the growth of the company by utilizing sales and marketing strategies to gain new customers and increase revenue each month.

Xerox Corporation, Cary, NC 2006 – 2012

Benefits Support Specialist

Consulted with up to 200 potential customers within a call center environment for a global corporation that sells print and digital document products and services in more than 160 countries to discuss package options and enroll customers into benefits programs.

• Promoted from Customer Support Specialist to Benefits Support Specialist within 2 years for consistently achieving the initiatives of the company.

• Selected as the point of contact by management to discuss all of the benefits information with the healthcare members.

• Raised customer satisfaction by interacting with each individual to answer inquiries and create a great customer experience for all members of the program. Volunteer Work

ASAP Computer Store, Holly Springs, NC 2017 – 2019 IT Support Specialist

Consult with customers to identify and resolve technical issues regarding diverse devices and ordered parts for a company that specializes in repairing items such as computers, cell phones and tablets while providing great service to ensure each customer is 100% satisfied with services.

• Shadowed certified technicians to learn how to properly install software, networks, diagnose and rebuild PCs and laptops, and replace batteries and screens on iPhones and iPads/tablets. Accomplishments

• Promoted from Benefits Support Specialist to Quality Analyst Benefits Administration Specialist within 1 year and from Quality Analyst Benefits Administration Specialist to Benefits Analyst within 2 years.

• Received verbal recognitions and an outstanding work performance rating from management for consistently achieving goals and objectives.

• Selected by supervisor to review, assess and provide recommendations to team members on how to maximize the success of projects and inform customers of benefits including pension.

• Improved the customer satisfaction rate by interacting with customers through various forms of communication to answer inquiries while consistently providing outstanding service.

• Windows 7 to Windows 10 POS migrations for The Vitamin Shoppe (Various locations, NC)

• Hardware/software installs and deinstalls for United Bank to CresCom Bank migrations (Various locations, NC)

• Hardware and server install for Chase Bank (Apex, NC)

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