Technical Support Training Specialist
Resume:
Darnell C Lee
Lawrence, NJ *****
***********@*****.***
Professional Summary
Results-driven Technical Support Specialist with extensive experience in providing high-quality support for both hardware and software issues. Skilled in diagnosing and troubleshooting technical problems, delivering customer-centric solutions, and communicating complex technical information clearly. Proven ability to resolve issues efficiently via phone, email, and on-site support. Eager to leverage technical expertise, problem-solving skills, and excellent interpersonal communication to contribute to a dynamic support team and enhance customer satisfaction.
Professional Experience
Koamtac, Inc, Princeton, NJ
Technical Training Specialist (2018-Present)
●Onboarding and training new employees across three offices on the current product line.
●Developed comprehensive training procedures and video tutorials supporting corporate objectives.
●Troubleshooting and repairing 50 or more damaged units weekly.
●Conducts 10 weekly internal and external training sessions via Teams and Zoom.
●Created video tutorial and product videos using Adobe Premiere Pro.
●Supporting customers using Windows, Mac, and Linux operating systems.
●Reduced the amount of open tickets by 35% from the previous year by improving one time solutions per call.
●Lead 10 domestic and international trade show events yearly along company executives.
●Curating 100 or more potential leads monthly while at trade shows and post trade show events.
Technical Customer Support and Warehouse Operations
●Provided technical support to 25+ customers per day for Android, Apple, and Google mobile devices.
●Provided support for Honeywell,Opticon, and Motorola scan engines.
●Managed 50+ open tickets and inquiries daily in Salesforce and Zendesk.
●Curated monthly quality assurance reports with feedback from customers.
●Performed monthly audit on 1000 SKUs for inventory control.
●Coordinate weekly inventory counts and updates in the MAS500 system.
●Prepared 15 custom orders and demos daily for end-users.
VoiceComm, LLC, Pennsauken, NJ
Customer Account Representative (2017-2018)
●Performed 50+ cold calls to potential sales leads.
●Performed 15 onboarding sessions with new customers.
●Increased sales for ecommerce customers by 15% from the previous year.
●Had total sales $25,000 for the year of 2017.
●Provided customer support and issued Return Merchandise Authorizations
●Assisting Senior Sale Managers with event support and management daily.
Shavel Home Products, Princeton, NJ
Digital Content Administrator / Customer Service (2013-2016)
●Managed 500+ SKUs on an ecommerce platform.
●Responded to customers via Google forms, Facebook, and Instagram.
●Performed quality assurance via social media platforms.
●Managed the company's social media platforms like Facebook, Instagram, and LinkedIn.
●Daily synchronizing inventory in MAS500 program
●Managed and updated company’s ERP for all offices.
●Performed 30+ weekly product photo edits via Adobe Photoshop and Illustrator
●Coordinating product shot files with buyers via Dropbox and other FTP softwares.
Education
Associate in Applied Science Degree in Radio/TV (A.A.S.)- Mercer County Community College, 2014
Skills
●Technical Training
●Technical Troubleshooting
●Inventory Management
●Product Knowledge
●AutoCAD schematics
●Proficient with Slack and Monday.com
●Proficient with Adobe Suite
●Proficient with Google Suite
●Hands-on Technical Proficiency
●Mechanical and Electro-Mechanical Skills
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