Lamar Smith

Electronic Engineer with excellent service desk/helpdesk abilities seeking a position in an environment encouraging continued professional growth and technology New Caney, TX 77357

adzeem@r.postjobfree.com

+1-504-***-****

Authorized to work in the US for any employer

Work Experience

Operations Analyst II

Comerica - Houston, TX

April 2023 to Present

• Identifying operational requirements and opportunities for improvement.

• Gathering information by observing workflows, reading company reports, conducting employee interviews, etc.

• Determining appropriate methods to analyze operations, relevant information, and data.

• Documenting findings, preparing reports, and making recommendations.

• Developing new processes and procedures to enhance operations.

• Working with managers and employees to implement changes.

• Training employees to use new systems or follow new processes.

• Determining the effectiveness of new processes.

• Establishing and maintaining quality standards.

• Ensuring compliance with regulatory standards.

Product Support Technician Overnight

The Home Depot - Remote

December 2022 to Present

• The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members

• As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems

• In addition, you will be responsible for call documentation and escalation as necessary

• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk- side as needed) in a courteous manner; escalates accordingly

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

• Actively listens to and builds rapport with end users to elicit problem details

• Performs software installations for customers

• Documents, reviews and ensures that all quality and change control standards are met

• Applies diagnostic utilities to aid in troubleshooting

• Accesses software updates, drivers, and knowledge base to aid in problem resolution

• Tests fixes prior to closing tickets to ensure problems have been adequately resolved

• Interacts and builds relationships with site leadership where applicable

• Documents all pertinent end user identification information including nature of problem

• Records, tracks, and documents the problem-solving process for each ticket

• Participates in formal and informal training sessions to gain new skills and knowledge

• Reviews regular pertinent product update information to keep knowledge current

• Contributes to and updates knowledge database and team training documentation

• Collaborates with other team members to share and exchange informat Technical Support Analyst

Windcave - Houston, TX

December 2021 to February 2023

• Delivery of high-quality technical support to Wind cave customers through thorough analysis of technical problems

• Communication with external customers to provide meaningful analysis of issues, providing articulate and meaningful insights for any on-going problems

• Project support for implementation strategies; working closely with Project Leads to provide high quality project delivery with specific timeframes

• Incident management/notification analysis and response

• Information feedback/feed forward

• CRM Ticketing system used for call notes

• Office 365 is used to give presentations to clients for set up and demonstrations and calculate revenue

• Use SQL queries to support devices for errors

• Remote desktop access with customers to address issue

• Windows and Mac OS

• Aloha POS, Clover, Square, stand-alone Credit card terminals, and Bank terminals

• Active Directory use for internal users account set up

• Use PowerShell scripts for administrators rights on device to correct errors Technical Support Specialist

Asurion - Houston, TX

July 2020 to January 2022

• Own the customer experience to offer customers a value-added experience with premier customer service through relationship and rapport building and swift identification and resolution of technology issues all while demonstrating empathy and assurance for the customer throughout the call or chat.

• Assist customers with a variety of technical support needs for total home set up within a complex network of connected devices while providing education and device optimization suggestions for mobile devices, tablets, computers, laptops, Smart TV's, home entertainment or theater systems, gaming systems, vehicles, home energy and security systems and/or other consumer electronics.

• Make the experience easy for customers by simplifying the troubleshooting experience, demonstrating empathy and assurance for issues, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.

• Ability to provide next steps options to customers to resolve their issues including claim filing and buyouts.

• Leverage resources including will use knowledge management systems, client systems, and other diagnostic tools to resolve complex technology, connectivity and synchronization issues. Proactively identify and research new technology trends and solutions for inclusion in the knowledge base.

• Achieve customer experience goals (Ownership / Resolution, Customer Choice / Satisfaction, Call Resolution Time, First Call Resolution, Transfers, etc.) and other performance metrics including internal Quality, Attendance and Adherence goals.

• Be comfortable speaking to the features and benefits of the product to upsell any products offered as part of the role, as well as meets goals on customer retention for those services

• Salesforce is used for call notes and communication between departments for leads.

• Install and Troubleshooting Office 365 package on purchase for customers and usage training.

• Windows and Mac OS

• Active Directory

• Office 365 installation and setup

Customer Care Specialist

Cybersoft Technologies - Houston, TX

September 2019 to April 2020

• Play a key role in helping our customers solve software issues, build knowledge, increase user adoption and promote best practices through the delivery of high-quality software support enabling schools across the nation to feed children.

• Understand software as it relates to our customers and industry.

• Stay abreast of upgrades and new features, documenting new troubleshooting steps as needed.

• Deliver helpful, interesting, innovative, and effective technical support to external customers and log detailed information for each

• contact.

• Provide clear written and verbal step-by-step instructions to be understood by customers and team members.

• Diagnose and resolve technical issues while documenting resolution and knowledge base articles.

• Partner with other team members to resolve customer issues through collaboration and teamwork.

• Improvise, think creatively and find the solution when it may not be clear.

• Evaluate information gathered from multiple sources to distinguish user requests from the underlying true needs.

• Review and analyze your customers’ use of the software to identify areas that can be optimized.

• Educate customers via phone, email, and screen sharing sessions on features they are not utilizing to their fullest.

• Build stronger business relationships through each customer touch-point.

• Engage in special projects to support the success of our team and our customers.

• Constantly learn and grow your skillset.

• Support Center environment

• Fresh desk is used for ticketing and communication between departments

• Windows and Mac OS

• Active Directory

• Office 365 installation and setup

Senior Tech Support Specialist

WorldPay - Houston, TX

April 2017 to September 2019

• Handle Tier 1 to Tier 3 calls for advanced troubleshooting for POS and standalone devices via retail stores, banks, or restaurants equipment

• Salesforce was used to schedule trainings with customers and notes for sales leads or inquiries.

• Responds to customer service inquiries regarding company products, features and/or services.

• Researches, documents and communicates recurring technical issues.

• Facilitates and coordinates Returned Material Authorization (RMA) as necessary.

• Will provide multiple levels of escalated support based on the complexity of the technical issue.

• Can apply advanced principles to answer and educate the most complex inquiries and solve problems related to transaction processing and technical inquiries from high-profile clients and/or all call types.

• Specialized expert with systems, including hardware and software, products, services and processes.

• Escalates inquiry to product support, billing, sales or return/repair based on extreme complexity and nature of customers that could not be resolved by agent.

• Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc.

• Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation.

• Documents customer concerns and forwards complaint trends to appropriate departments.

• Windows and Mac OS

• Active Directory

• Aloha POS, Clover, Square, stand-alone Credit card terminals, and Bank terminals.

• Office 365 installation and setup

• Use PowerShell scripts for administrators rights on device to correct errors Android and iOS Cellular Expert

Mastec - New Orleans, LA

May 2016 to March 2017

• You'll meet customers at a location of their choice to test, troubleshoot and transfer data from their old phone to their new device.

• Once the new phone is up and running, you'll walk customers through the new functionality to make the most of their new technology.

• If things go wrong, you'll troubleshoot issues to ensure uninterrupted mobile phone service and total customer satisfaction.

• CRM was the ticketing system used for Call notes.

• Salesforce was used to schedule trainings with customers and notes for sales leads or inquiries.

• Windows and Mac OS

Education

Bachelor's in Electronic Engineering Technology

Grambling State University - Grambling, LA

July 2009 to May 2014

Skills

• Microsoft Office (7 years)

• Virus Protection (4 years)

• Desktop Support (7 years)

• Customer Service (8 years)

• Mobile devices (7 years)

• Management (4 years)

• Troubleshooting (8 years)

• SQL (4 years)

• Customer Relationship Management (3 years)

• VPN (6 years)

• Computer Literacy (7 years)

• Desktop Support (7 years)

• Call Center (7 years)

• Customer Support (4 years)

• Customer Care (7 years)

• IT Support (7 years)

• IT Experience (7 years)

• Remote Access Software (7 years)

• Operating Systems (7 years)

• Microsoft Windows (8 years)

• Help Desk (7 years)

• Salesforce (4 years)

• Network Support (5 years)

• LAN (6 years)

• Active Directory (7 years)

• DHCP (6 years)

• VoIP (6 years)

• Mac OS (6 years)

• Microsoft Exchange (6 years)

• DNS (5 years)

• TCP/IP (6 years)

• Live chat (5 years)

• E-commerce (5 years)

• CRM software (7 years)

• Citrix (6 years)

• Ethernet (7 years)

• Android (7 years)

• Project management (7 years)

• Software deployment (7 years)

Certifications and Licenses

driver's license

Additional Information

Currently working on getting CCNA, ACSE, ACIS, CompTIA, and BICSI ITS Technician certifications.

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