Customer Service Technical Support

Dameon Graham

Passionate Western Governors University student offering a strong academic background in Information Technology combined with excellent customer service experience. A quick learner and ready to master new technologies. Seeking to earn a challenging position that allows for learning technical troubleshooting skills.

EDUCATION & CERTIFICATIONS

Western Governors University

Bachelor's degree in Cybersecurity and Information Assurance

September 2020 to Present

Certifications

ITIL Certification

SKILLS

Strong working knowledge of PC and MAC operating systems and Microsoft Office, Applications Software, Microsoft Office Suite, Zoom, Shopify, Adobe Acrobat

Microsoft Office

IT Hardware/Software

Desktop Support

ServiceNow

Chromebooks

Help Desk

Technical Support

Application Support

Software Troubleshooting

Building Relationships

Excellent Organization Skills

Time Management Skills

Detail Oriented

Operate Under Pressure

Loyal & Discreet

Quick Learner

Responsible

Adaptable & Flexible

WORK EXPERIENCE

Chromebook Technician

Prologic Its, LLC (TEKsystems) - Georgia

June 2023 to Present

Troubleshoot/break fixing Chromebooks for the school systems

Works with the Mobile Device Management team

Imaging/Enterprise Enrollment for Chromebooks

Tier 1 Tech Support

State Farm (Randstad) - Georgia

September 2022 to May 2023

Provided first-contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet.

Used knowledge base and documentation systems to troubleshoot, resolve, document, and/or research incidents.

Chromebooks support with hardware/software, looking at drivers and verifying that the ports are working.

Followed and supported workforce management, service management, and incident handling procedures and philosophy to resolve business partners’ problems.

Quality Customer Service - Including Remarkable principles.

Responsible for diagnosing and documenting customers’ technical and "How To" problems and resolving, educating, escalating, or assigning problems to the appropriate area.

Educated customer on how to avoid future related problems and may serve as customer's contact for status and/or customer concurrence of problem resolution.

Demonstrated knowledge of procedures, processes, tools, and systems

Kept abreast of technological changes pertinent to their job responsibilities (BB items, Outages, updates on procedures)

Adapted approach as the situation demands - Accepts and is supportive of change.

Identified, resolved, escalated, or assigned routine incidents with limited direction.

IT Support Specialist

LGPS, Inc - Kennesaw, GA

July 2021 to August 2022

Provided daily support to users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation.

Provisioned and maintained hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary.

Troubleshot hardware/peripherals like printers, scanners, laptops, and other devices and basic application support.

Chromebooks support with hardware/software, looking at drivers and verifying that the ports are working.

Provided technical support to leadership and team during meetings and live event broadcasts using videography equipment and Zoom.

Patient, conscientious, and professionally interacted with customers, focusing on completing tasks pleasantly and correctly.

Communicated in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Patient Experience/Greeter

Piedmont Hospital

July 2019 to August 2020

Provided a positive first impression of Piedmont Hospital to patients and visitors by extending a cordial welcome and assisting with needs.

Verified inpatient and outpatient appointments utilizing daily scheduling reports.

Provided directions and way-finding assistance to patients and visitors.

Coordinated escort/transport services.

Answered questions and refers patients and visitors to appropriate resources.

Processed Guest Center reservations, check-in, and check-out.

Maintained Guest Center records and provided services.

Acquired and maintains equipment and supplies

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