Marilyn Horton

*** ******** ***** – E**, Marietta GA 30068 516-***-**** adtuqb@r.postjobfree.com

Summary

Seeking virtual-remote position in dynamic, growth-oriented company focused on cultivating exceptional customer experience and a positive work environment. I have experience troubleshooting networking concerns - implementing new software - Assisting end users using Desktop Remote access and via Microsoft Teams with software-related issues - Embracing change and innovation - Open to grow and except feedback and coaching, key learning to improve job performance - Communicating clearly and concisely with customers - Identifying opportunities to drive growth and offer proactive solutions - Strong communication and negotiation skills - Strong ability with de-escalating customers and providing a one call resolution - Excellent oral & written communication skills - Proficient in Microsoft Office, Internet Explorer, Google Chrome - Proficient in multi-tasking.

Skills

Building partnerships and working collaboratively with others to meet shared objectives

Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences

Making good, timely decisions that keep the organization moving Forword

Relating openly and comfortable with diverse groups of people

Handling conflict situations effectively

Actively learning thorough experimentation when tackling new problems, using both successes and failures as learning fodder

Securing and deploying resources effectively and efficiently

Adapting approach and demeanor in real time to match the shifting demands of different situations

Experienced in promoting and or selling products and services

Fast passed inbound and outbound high calling handling

Attention to detail

Attentiveness

Troubleshooting Android/Apple mobile devices

Actively listening to and enabling end users with solutions to common problems

Accessing software updates, drivers, knowledge base to aid in problem resolution

Collaborating with other team members to share and exchange information

Experience with Word, Excel, Power Point

Demonstrating self-discipline, time management, ability to collaborate virtually

Strong analytical and critical thinking

Experience

The Home Depot

Product Support Technician Marietta, GA 07/2019 to 09/2022

Handling Tier 1 support calls

Call documentation and escalation as necessary

Addressing and prioritizes incoming requests via phone, tickets, and remote support

Monitors system updates to remain aware of common problems user are experiencing

Actively listing and build rapport with end users to elicit problem detail

Performs software installations for customers

Document, reviews and ensures all quality and change control standards are met

Applies diagnostic utilities to aid in troubleshooting

Utilizing Slack chat application to communicate with peers, management, external and internal departments

Test fixes prior to closing tickets to ensure problems have been adequately resolved

Monitors system updates to remain aware of common problems users are experiencing

Prioritizing incoming help requests via phone, tickets, and remote support in a courteous manner, escalating accordingly

Resolving customers’ orders and billing issues

Promoting customer self-service options

Utilizing Zendesk and Service Now ticketing systems

Verizon Wireless

Tech Support Specialist Alpharetta, GA 05/2005 to 05/2018

Tech Support I Hanover, MD

Evaluate customers concerns and resolve problems to customer’s satisfaction.

Troubleshooting hardware, software issues and identifying network issues.

Clearly communicating product information and company policy and procedure to other employees and test for understanding.

Using tact, common courtesy, and discretion to achieve objectives.

Using appropriate interpersonal styles and methods to inspire and guide peers toward improved goal achievement.

Building customer relationships, earning their loyalty and trust.

Generating excitement for new solutions and products that can enhance their experience.

Answering customer calls and actively listening to identify their issues.

Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.

Applying technical knowledge to resolve customers issue and help on evolving technologies through effective troubleshooting.

Assisting with escalations and research requests.

Cablevision Lightpath Inc/Cablevision of Long Island – Jericho, NY

Local Number Portability Coordinator: Jericho, NY 08/1993 – 09/2004

Sales Coordinator/Customer Service: Hicksville, NY

Engineering Assistant: Freeport, NY

provisioning residential and commercial telephony orders including disconnects, -backs, port outs and new builds; process toll free services orders; trucking orders, interface with internal departments (billing, sales, digital services, switch, etc.) as well as Competitive Local Exchange Carrier (CLEC) to ensure customer satisfaction; develop reports to research and track order processing data, Word, and Excel.

Local Number Portability provisioning for residential and commercial telephony orders including disconnects, win backs, port outs and new builds; process toll free services orders; trucking orders, interface with internal departments (billing, sales, digital services, switch, etc.) as well as Competitive Local Exchange Carrier (CLEC to ensure customer satisfaction; develop reports to research and track order processing data, Word, and Excel.

Coordinate daily workflow for more than 18 Upgrade Conversion Sales Reps, Assisting with Commercial & Acquisition Sales, troubleshooting calls, drops swings, and underground cabling – Interfacing with Engineering and Service Technicians, Scheduling service calls/installations, recording keeping, radio dispatching.

Education

MCSA - Microsoft Certified Systems Administrator: 04/2003

New Horizons Computer Learning Center - Westbury, NY

Certificate - Word Processing, MS Word, Power Point, Excel:

Midland Career Institute - Hempstead, NY 01/1993

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