Support Representative Analyst

CLIFTON GIBBONS

********@*******.*** 334-***-**** Locust Grove, GA 30248

Summary

Dynamic professional with extensive experience at Xerox, excelling in remote troubleshooting and customer relationship management. Proven track record of surpassing service goals through effective problem-solving strategies. Skilled in utilizing ticketing systems to streamline support processes, ensuring efficient resolution of hardware/software issues while fostering positive client interactions.

Skills

• Remote Troubleshooting

• Ticketing Systems

• Software Support

• Hardware support

• Service Appointments

• Customer Relationship Management

Experience

Xerox Montgomery, AL

Technical Helpdesk & Digital Remote

Support Agent - (Remote)

07/2016 - Current

• Developed positive relationships with customers through friendly interactions.

• Surpassed service goals through the implementation of successful troubleshooting strategies.

• Provided remote troubleshooting and support for software and hardware problems.

• Create service appointments for new installation of services and troubleshooting existing service issues

• Tracked service requests through multiple ticketing systems, such as eAutomate and ServiceNow.

Auburn University at Montgomery

Montgomery, AL

Residence Life Coordinator

07/2013 - 05/2015

• Developed and implemented educational programming for residential students on topics such as leadership, wellness, diversity and inclusion, and academic success.

• Led campus tours, new resident orientation and ongoing educational sessions.

• Created and maintained positive relationships with faculty, staff, parents, alumni, and other stakeholders to ensure the successful operation of residence life programs.

• Organized resident assistant recruitment processes including advertising positions, interviewing candidates, selecting finalists and providing onboarding training sessions.

• Administered, coordinated or recommended disciplinary and corrective actions.

Auburn University at Montgomery

Montgomery, AL

Computer Lab Manager

09/2010 - 12/2013

• Supervised student workers in the computer lab.

• Assisted in troubleshooting hardware and software issues as needed.

• Trained users on the use of various software applications.

• Ensured compliance with university policies related to technology use.

• Assisted with basic network administration tasks such as adding new users, resetting passwords and configuring accounts via ActiveDirectory and Microsoft Exchange.

• Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.

• Documented all service request via campus ticketing system (SchoolDude) Education and Training

South University Montgomery Montgomery, AL

Master of Science (Highest Honors) in Computer Information Systems 06/2021

Auburn University Montgomery Montgomery, AL

Bachelor of Science in Computer Information Systems 12/2012

Websites, Portfolios, Profiles

• Online Resume: https://cliftong2021.wixsite.com/cliftonggibbons

• LinkedIn: https://www.linkedin.com/in/cliftong/

Accomplishments

• Berney Office Solutions

o Admin Employee of the Year – 2018

o Runner-Up Admin Employee of the Year – 2017

• Teletech Holdings

o Top Performers: Top 5% Award - 2002

Total Team Size: 500+ team members

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