KEVIN C. GARNER

646-***-**** – adzotz@r.postjobfree.com – Ladson, SC 29456

PROFILE

Information technology (IT) professional with four years of experience dedicated to remotely troubleshooting hardware and software issues for mobile devices including smartphones, smartwatches, tablets, laptops, and more. Also creates friendly two-way conversation to recognize and identify root causes for specific problems, starting with the simplest methods first. Constantly recognized for making complex information clear and concise, helping to provide a sense of assurance for the user, along with checking for understanding and providing next steps. Ranked Top Tech Performer four times. EXPERIENCE

TECHNICAL SUPPORT SPECIALIST, T-MOBILE USA

NORTH CHARLESTON, SC (HYBRID/REMOTE) – JUNE 2018 TO PRESENT

• Provides a positive experience for customers seeking technical assistance over the phone. Able to perform remote troubleshooting for device issues by actively listening and asking relevant questions. Uses problem-solving processes to help determine root causes and best solutions.

• Strives to ensure proper performance and connectivity so users can benefit from their devices. Thoroughly troubleshoots mobile devices running on Apple iOS and Google Android systems such as Apple’s iPhone and iPad, Samsung Galaxy, Google Pixel, OnePlus Nord, and more.

• Goes beyond expectations to assist customers with onboarding and guidance to make devices easier to use and understand. Detailed walk-throughs for users unable to access accounts or reset passwords give peace of mind. Often consults with device and software manufacturers for issues not in the scope of support to ensure satisfaction.

• Correctly escalates unresolved issues with high levels of difficulty needing further support. Writes descriptive summaries of user issues for accurate assessment and further review. Submits tickets to engineers and technicians using systems such as Zendesk and Salesforce. Reviews completed tickets to follow up with customers and ensure issues are fixed.

• Interacts and communicates with teammates remotely using software such as Slack business messenger and Cisco WebEx, Microsoft Teams, and Zoom video conferencing for real-time collaboration. Creates automated workflow forms within Slack messenger for submitting requests, tracking performance, and checking procedures to enhance productivity.

• Designed several different PowerPoint banners and slide decks for presentation sitewide such as visual newsletters, employee recognition, revenue incentives, and upcoming events. Uses Microsoft Word to create clear instructional documents and procedures for support, incorporating company branding and color schemes.

• Generously repairs computer system issues that prevent job duties, allowing coworkers to maintain performance and reduce offline time. Updates operating systems, removes and reinstalls faulty software, optimizes disk storage, tests network connections, and resolves hardware errors to ensure smooth connectivity and group efficiency.

• Recognizes repetitive problems and collects steps taken from solutions, sharing with others to help shorten response time. Adapts or finds alternatives to regular routines when unexpected changes occur, reducing overall complaints and maintaining a positive environment.

• Supports proper performance behaviors and consistency through live monitoring and assessments to improve team development and abilities. Teaches coworkers to troubleshoot vital customer device issues through technical training, adding to their skillset and allowing them to own the entire resolution process. EDUCATION

AAS IN INFORMATION TECHNOLOGY – PROGRAMMING & SOFTWARE DEVELOPMENT PURDUE UNIVERSITY GLOBAL (IN PROGRESS)

• Microsoft Office Applications on Demand

• Information Technology Concepts

CERTIFICATIONS

GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE

COURSERA ONLINE (IN PROGRESS)

• Technical Support Fundamentals

• Bits & Bytes of Computer Networking

SKILLS

• Microsoft Excel

• Microsoft Word

• Microsoft Outlook

• Microsoft PowerPoint

• Windows & Mac OS

• Salesforce

• WordPress

• Zendesk

• HTML

• Remote Work

• Modems/Switches

• Wireless Routers

• Web Browsers

• Cloud Services

• Ticketing Systems

• IP/MAC Addresses

• DNS Servers

• File Systems

• Attention to Detail

• Meeting Deadlines

• Problem Solving

• Active Listening

• Multitasking

• Collaboration

• Leadership

• Teamwork

• Creativity

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