Support Representative Call Center
Resume:
harold Fried,Jr
Customer service and Technical support senior agent
Slaughter, LA 70777
**************@*****.***
If you are looking for excellent agent who over exceeds expectations of job requirements and takes care of the issue or problem the client or end user is having with always 1 moto first call resolution. Then you have found the best asset for your company. With 15+ years hands on technical support desk side as well as end user support. Can and know when to talk technical terms as well as breaking down to a no technical client or end user. 15 years + customer service with 14 of those years ranking top agent in customer assistance and recover by fixing the clients issue or end user issues 3 years customer advocate which main role was to take call over from tier 1 and tier 2 technical support to defuse and resolve issue. I was the top 10 who was recognized as the fix it team defusers. It's one thing to defuse and issue or concern it's a complete different feeling to fix and defusers which turns a mad client or end user to a happy referral customer or client. I have worked and replaced hardware,backed up date troubleshoot from pc to server to network and also created users accounts and permissions using active directory. If you are looking for an agent that shoot above and beyond and it's a permeant position for me to grow and learn as much as I can then you have found your agent. I am not conceded I have references that will back my achievements and I would not have had these achievements if it weren't for my parents and my supervisors as well as my technical support career. I even have an associate's degree in information technology with concentration in help desk. Authorized to work in the US for any employer
Work Experience
IT hardware administrator
SAP, LLC - Covington, LA
November 2022 to February 2023
My job was to implement IT into there company.
I reimage computers implemented deep freeze cloud since they had no server or not even being set up with a vpn. Found that their hardware was end of life advise to upgrade to new hardware which was the reason for all their issues with five9 contact center. Customer Service/Medical Billing
R1 RCM, Inc. - Remote
March 2022 to May 2022
Medical billing
taking payments
explaining medical insurance
Call center technical support
Empereon Constar - Call, TX
January 2020 to January 2022
Team lead Supervisor assistant for Empereon
Offline support to agents
Coach agents on calls
Took supervisor calls
Follow up calls with customers
Reviewed agents calls for quality support and helping agents identify what could have been done better on a call by having them lesson and grade their own call . Empereon
Technical Support tier 1
Received in bound calls
Trouble shooting fios and dsl
Resolve email client issues
Troubleshooting video, cable phone and email.
07/29/2018-01/02/2019
Was promoted to Team lead supervisor assistant
Tek Systems- Exxon Mobil Deskside support analyst
10/2016-03/17/17
• Deploying tickets using remedy ticketing system
• Deploying laptop and desktops for clients in a timely matter
• Troubleshooting issues with computer software and computer hardware
• Setting up DNS on Xerox copier and printer and assigning IP addresses for printer to be seen on network.
• Replace computer system unit with zero down time for client
• Resolved any issue tickets with a in a timely matter never exceed 24 hour mark
• Setup smart card reader for client and virtual smart card
• Troubleshoot using remote access and vpn when client was off site
• Deployed units on time nd on their need by dates
• Updated access database from 97 to 2013 for client
• Installed client's software using sccm
• Unlocking bit locker pin using active directory
• Making sure that the client is in the right group in active directory and if not moving they client and the asset to the right group. So client will be able to access the network.
• Changing Printer in turnarounds from fixed ip to DNS.
• Troubleshooting LAN and WAN networks to make sure it is not the computer hardware
• Running Uma tool for legal hold client information and making sure that the clients data is all intact. Louisiana Cardiology Group Help Desk Specialist
October 2015 to December 2015
Remote into users computers Using tight vnc
● Deployed new computers and set them up
● Installed printers through network
● Configured cisco ip phone
● Worked with gemms
● Setup accounts on active directory
● Reimage hard drives
● Configured computer for dual monitors
● Setup thin clients
● Setup tap and go
● Troubleshoot over the phone
● Worked on 400 computers across the network.
● Worked for medical office
● Troubleshoot on express dictate.
● Troubleshoot on dragon medical
IT Help Desk Analyst Tier
Kelly
June 2015 to October 2015
Remote log in to computers
● Using active directory to reset password or add permissions
● Install software remotely
● Install printer drivers and help the user to find the files they are looking for
● Connect to the computer via Vpn if remote access does not work
● Setting up email accounts with Microsoft exchange
● Extreme call center environment
● Key in every issue in the ticketing system close if issue was resolved escalate if use is not resolved to the appropriate department.
● Removing and adding groups in active directory
● Setting up direct access
● Fix software issues with programs
● Reimage computer through pxe.
● Reimage computer through osd when logged into windows.
● Worked with data encryption with McAfee and resolved issues when not synced
● Worked with maas 360 software and setting it up for users. Cox Communications Customer Advocate
2014 to 2015
Technical Support Representative
● Help Customers in billing question
● Answering Escalated Calls
● Answering customers questions regarding their bill or service
● Found a solution for the customers issue in a timely matter
● Help representatives with issues with order entry as well as correcting the error. Technical Support Representative
RanStad
2013 to 2014
Help Customer in billing questions
● Troubleshoot cable on customer request.
● Answering customers questions regarding their bill or service
● Find a solution for the customers issue in a timely matter Pro Unlimited/Gaming Tech
2011 to 2013
Tested hardware and software for compatibility.
● Tested for and found any defects found within gaming software.
● Documented and reported such defects to developers of the game. Customer Service Rep
Pepsi Americas - Baton Rouge, LA
October 2009 to November 2010
Handled customer service inbound calls.
• Checked to make sure customer orders were accurate and satisfactory.
• Set up and maintained in store display of products.
• I drove to the locations in a company vehicle and transported damaged merchandise back to hand quarters to repackage the undamaged soda cans.
• I transported undamaged merchandise to stores and drove my route in a timely matter and was always there on time to merchandise all stores. The company vehicle I drove most of the time was a Ford ranger as well as a side loader those are the smaller trucks that don't need cdl but deliver to gas stations as well as small grocery stores.
JJJ Smoke Free/Assistant/Web Tech
• Responsible for purchasing and selling of products.
• Handling online marketing/sales
• Created website and brochures
Day to day help desk technician
Tim's Computer
February 2003 to May 2009
Ran virus scans.
● Backed up customer files.
● Provided phone support for home networks using routers and switches.
● Ran VPN software for computer support.
● Built custom computers
● Sales associate
Customer Service Representative
AT&T/Customer Service Rep - Baton Rouge, LA
May 2008 to July 2008
Handled high volume of inbound calls from customers.
● Trouble-shooting customer problems/technical issues with devices. Education
Associates Degree in Information Technology
University of Phoenix
High school diploma or GED
Skills
• 15+ years of IT experience with customer service.
• Very self-motivated and driven by customer satisfaction.
• Associates degree of Information Technology/Technology Support.
• Call Center
• Customer Service
• CSR
• TCP/IP
• TCP
• Active Directory
• LAN
• Retail Sales
• Sales Experience
• Microsoft Office
• VPN
• Operating Systems
• Desktop support
• Software troubleshooting
• Computer networking
• Technical support
• Help desk
• Windows
• Network administration
• Customer support
• Communication skills
• Mobile devices
• VoIP
• ServiceNow
• Mac OS
• Computer skills
• WAN
• Microsoft Windows Server
• Remote Access Software
• Network Support
• Disaster Recovery
• PowerShell
• DHCP
• Microsoft Exchange
• Driving
• IT
• Computer hardware
• Time management
• IT support
• DNS
• System Administration
• Encryption
Awards
Top 10 first call resolution 100%
September 2014
I received and award for best performance and made it to the top 10 agents in the whole center of excellence for cox communications. Was the first to a achieve this award only being there for 3months. Assessments
Search Engine Optimization — Completed
July 2019
Measures a candidate's ability to interpret online website performance metrics and understand search engine optimization tactics.
Full results: Completed
Cognitive Ability — Completed
December 2019
Combining pieces of information to form general rules or conclusions. Full results: Completed
Call Center Customer Service — Proficient
March 2020
Applying customer service skills in a call center setting. Full results: Proficient
Delivery Driver — Highly Proficient
July 2019
Interpreting instructions, reading maps, and solving problems. Full results: Highly Proficient
Customer Focus & Orientation — Highly Proficient
March 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Supervisory Skills: Motivating & Assessing Employees — Completed July 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Completed
Customer Focus & Orientation — Highly Proficient
March 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Basic Computer Skills: PC — Proficient
October 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Proficient
Delivery Driver — Highly Proficient
October 2020
Interpreting instructions or signs and solving problems Full results: Highly Proficient
Call center customer service — Proficient
March 2020
Applying customer service skills in a call center setting. Full results: Proficient
Basic computer skills — Highly Proficient
September 2021
Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient
Supervisory skills: Motivating & assessing employees — Familiar September 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Familiar
Technical support — Proficient
May 2022
Performing software, hardware, and network operations Full results: Proficient
Retail customer service — Proficient
December 2021
Responding to customer situations in a retail setting Full results: Proficient
Basic computer skills — Highly Proficient
September 2021
Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient
Technical support: Customer situations — Proficient September 2021
Responding to technical support situations with sensitivity Full results: Proficient
Technical support — Proficient
May 2022
Performing software, hardware, and network operations Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Transported Pepsi products in a Ford ranger and delivered product in a timely and courteous matter. I also drove a side loader a few times when a coworker had to leave his shift early and I volunteered to take on the extra work to help my fellow coworker.
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