Support Representative Customer Service

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Alan Williams II

Address **** *****’s Edge Drive

Stone Mountain, Georgia 30087

Phone 404-***-****

E-mail *************@*****.***

A highly ambitious Information Technology professional with an experienced background in Hardware and Software troubleshooting. Education

2012-12 Bachelor of Science: Computer Information Systems Clark Atlanta University - Atlanta, Georgia

Work History

11/2018 -

Present

Technical Analyst II - Sage

• Assist with installation and troubleshooting of Sage 50 US Accounting Software

• Work on Windows 7, 10 and 11 Operating Systems to troubleshoot possible compatibility issues that may impact Sage 50 Accounting's performance

• Assist customers with accounting issues in payroll, accounts receivable, accounts payable and inventory

• Use Knowledge Center Support (KCS) methodologies to efficiently resolve issues regarding installing or updating tax payroll

• Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledgebase according to established procedures and policies

• Actively promote the knowledgebase to our customers Identify additional opportunities for Sage solutions to benefit the customer's business needs

• Document each customer contact using our contact tracking systems in a clear, concise, and understandable format

• Receive escalated cases from Tier 1 Support Analysts and continue troubleshooting for final diagnostics and solutions 05/2017 –

11/2018

Escalations DRO Manager – Computer Generated Solutions

• Handle customer complaints and escalations regarding their Lenovo machines

• Locate parts for machines that have been on delay in the Lenovo warehouse

• Work directly with Lenovo Corporate in setting up the machines for replacement if the machine meets criteria by processing their cases through Salesforce software

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03/2015 –

05/2017

Technical Support Representative – Computer Generated Solutions

• Diagnosed Lenovo desktops and laptops for defective hardware parts and schedule repairs for the customer through a ticketing software

• Performed an average of 35 live calls per day with an average of 10 minutes per customer

• Remoted into computer machines to provide configuration and diagnostic assistance with LogMeIn software

• Assisted in installing Operating Systems such as Windows 7, Windows 8 and Windows 10

• Maintained appropriate records and prepare reports as required

• Be knowledgeable of resource materials in order to provide information on client inquires

• Demonstrated quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction

• Oversaw and coached new technical support representatives during their first two weeks of taking live calls Skills

Operating Systems (Mac OS X, Windows (XP, 7, 10, 11)

Soft Skills - Customer service, Time Management, Problem Solving, Software Application Testing, PC Hardware Diagnosis, Windows Registry Configuration, Command Prompt Configuration, Accounts Receivable, Account Payable, Payroll

Tools - LogMeIn, Salesforce, SBClient, IBM Lotus notes Memberships

Omega Psi Phi Fraternity April 2009 - Present

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