Technical Support Customer Service

WILLIAM MWAMBALASWA

Email: ***********@*****.***

Phone: 682-***-****

Summary

A team player with an array of pertinent work experience encompassing the areas of management, technical support, preventive maintenance, auditor and customer service. My objective is to support the growth and profitability of an organization that provides challenge, encourage advancement, and rewards achievement with the opportunity to utilize my substantial experience, skills, and proven abilities in this field.

Skills Desktops and laptops repair Internet components installation Software libraries repair Antivirus solutions Internet set up and repair Details oriented Files transfer Expert Routing protocols knowledge Mobile data devices installation Strong communication skills Innovative thinker Self starter

Education

UNIVERSITY OF DAR ES SALAAM

BACHELOR OF SCIENCE BUSINESS 2004

NORTH LAKE COLLEGE

CCNA (CISCO CERTIFIED NETWORK ASSOCIATE)

2008 TO 2010

TEXAS ALL LINES INSURANCE ADJUSTER CERTIFICATION 2022

Employment History

FARMERS INSURANCE LP DALLAS, TEXAS

Property Field Adjuster

(03/2019- 09/2025)

Make prompt contact with policyholders, claimants, witnesses, and other parties involved in the loss to set expectations, develop an action plan, and perform an initial exposure assessment.

Determines policy status and coverage; reviews appropriate policies and endorsements for coverage, limits, and deductibles; immediately notify manager of any claim that may be outside of assigned scope of handling, level, or authority.

Conducts an investigation to determine coverage, liability, and damages, including recorded statements and coordination of field inspections or experts when necessary based on Department Best Practices.

Identifies any subrogation potential and liability exposures and consults with supervisor.

Ability to scope and estimate first party homeowners claims, commercial claims, personal property claims as well as time element damages using company approved software applications.

Performs all claims related functions with guided assistance and input from their supervisor.

Ensures regular and timely follow-up and brings claims to prompt and appropriate conclusion while keeping the customer informed throughout the life cycle of the claim process

Maintains electronic records that accurately and thoroughly document all file handling activity.

Exhibit positive demeanor and professional behavior toward coworkers, clients, and customers.

Observe all company safety and health rules and apply these in all day-to-day activities

TECH SOURCE DALLAS,TX

IT SUPPORT ENGINEER (05/2013-01/2019)

Identifies, troubleshoots and resolves hardware, software and network related problems encountered by end users of the internet, the mainframe PCs.

Installs, certifies and troubleshoots campus and remote campus network cabling infrastructure, including a wide variety of local area network equipment and software.

Configured Cisco Router/Switches, understanding of TCP/IP, EIGRP, and BGP. Load balancing, firewalls and VPN.

Works with vendors to resolve hardware operating system issues: researches and tests possible solutions and implements solutions. Analyzes bugs in system and application software.

Train end users on the use and features of the various operating system and applications on the various platforms.

All calls are recorded on incident Management System. Manage the entire service request to SLA such as Outlook accounts.

Escalate to the appropriate management level when policies are violated. Process and send IT reports.

PEPSICO PLANO, TX

HELP DESK ANALYST (02/2010-04/2013)

Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. Installing, supporting and troubleshooting approved desktop software Organize stocks and maintain inventories.

Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution Track inventory in appropriate system

Providing phone support and diagnostics to remote customers.

Provide support services to employees with technical problems and information technology issues involving desktop, laptops, ma exchange and PDA or network services from local personnel or from employees using network remote access (VPN). Act as a team escalation point for service failures.

FUJITSU RICHARDSON, TX

TECHNICAL SUPPORT (02/2006-03/2010)

Installed software, modified and repaired hardware and resolved technical issues.

Provided IT support to non-technical personnel within the business. Managed call flow and responded to technical support needs of customers.

Evaluated and responded to incoming sales leads and requests for technical support assistance.

Resolved customer issues in a clear, courteous and straightforward manner. Identified and solved technical issues with a variety of diagnostic tools.

TELVISTA IRVING, TX

SHIFT SUPERVISOR (02/2010-02/2013)

Assisted in the establishment of a customer care policies and procedures. Being close to the customers, team members and management gave a unique viewpoint from which the company can benefit when setting up customer focused systems.

Responsible for staffing levels and involved in the recruiting and interviewing of customer service team members. Put new employees in the training, coaching and ongoing development of the team. Enforced the company policy with employees and making sure customers satisfaction and goals are met. Assign certain duties to the employee, explaining how those duties are to be done (i.e. what level of performance will meet the supervisor's expectations) and communicate how the successful performance of those duties will be measured.

Ensure that the employee is working under a current job description and in a classification appropriate to the duties. Update job description, and submit it to the Business Office, as needed.

Contact this candidate