Emmanuel Coles

Contact me # 443-***-****

adz3sp@r.postjobfree.com

Objective: Experienced administrator with excellent managerial and organizational knowledge- Interested in securing the position of Help Desk Analysis/Programmer. Bringing knowledge in both cyber security and database management in order procure and troubleshoot tactical day-to- day technical supports needs.

Skills: Customer Service, Detailed Oriented, Excellent Communication Skills, Tech Savvy, Network Protocols, Mainframe jobs, JavaScript, Adobe, MS Word, Excel, Outlook; Type 40wpm, 10-key By Touch.

Education:

University of North Carolina at Greensboro August 2019 - Present

Bachelor of Science in Business Administration with concentration in Cyber Security

Dean’s List August 2020 – Present

Related Experience: March 27th, 2023 – Present

I.T Support Specialist/Programmer – Exemplar Health care (Independent Pharmacy Distribution Company)

Set up workstations with computers and necessary peripheral devices

Configured routers, printers, sticker printers and systems like UPS Go, turning point and admin applications.

Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality

Install and configure appropriate software and functions according to specifications

Support call center VoIP phone system

Develop and maintain local networks in ways that optimize performance

Ensure security and privacy of networks and computer systems

Organize and schedule upgrades and maintenance without deterring others from completing their work

Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

Maintain records/logs of repairs and fixes and maintenance schedule

Identify computer or network equipment shortages and place orders

Technical support- Marcus by Goldman Sachs, Remote Jun 2022 – Dec 2022

Provided Customer Service to account holders of The GM Marcus by Goldman Sachs Credit card, by assisting customers with technical and troubleshooting needs

Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length

Assisted clients with general support for hardware, peripherals, network connections, and external software

Onboarded and trained all incoming junior tech support specialists

Providing critical thinking skills, while delivering exceptional customer service to help solve customer concerns and complex problems timely

LiveOps Tech-support, Turbo tax, Contracted work - Remote Oct 2022 – May 2022

Documented customer interactions, while representing Turbo tax through showing empathy to the customer while helping with tax related situations and problems

Problem-solving Analysis: Ability to solve problems through systematic analysis of processes with sound judgment

Information Management: Ability to manage large amounts of complex information easily, while communicating clearly

Customer Service: Delivered exceptional customer service while helping approach that includes Listening first, Patience and respect while showing empathy

Target Loss Prevention Specialist, Morrisville, NC March 2021 – August 2022

Lost prevention for Target, helped prevention specialist to combat the problems of theft by both shoplifters and employees

Tech Department where developed the ability to provide personalized tech solutions through guest engagement

Provided great customer service skills while communicating and helping customers

St. Augustine University- IT Specialist, Raleigh, NC October 2019 – November 2020

•Provide exceptional customer service while analyzing complex problems and technical support for all software hardware and network related issues

•Consistently improved system network speed and usage

•Resolve technical issues and maintenance system databases across campus

•Provide exceptional customer service to campus faculty, students and vendors

M Divine Auto LLC – Client Relations Manager, Raleigh NC October 2019 – November 2020

•Maintain and update monthly, quarterly and annual budget projects and projections

•Create, submit and reconcile accounts receivables and invoices.

•Preparing monthly statements and reports

•Preparing expense reports and business correspondents

•Market and maintain company social media accounts

•Serve in a public relations role by providing information, to callers and answering questions regarding policies, procedures and regulations

•Train and assist sub-contractors in expanding and improving their service delivery in auto industry

•Communicate with various vendors regarding company logistics

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