Technical Support Customer Service
Resume:
STEVEN LOUIE
Brooklyn, NY *****
*****.******@*******.***
PROFILE SUMMARY
Innovative and solution-driven professional leveraging information technology to deliver compelling client-focused and business solutions. Capable of employing acquired technical expertise to support clients and ensure technology infrastructures run efficiently. Detail-oriented with a proven ability to resolve problems with creative solutions and optimize resources to facilitate business outcomes and client experience. Demonstrated proficiency in maintaining skills through continuous learning and development while collaborating with professionals and cross-functional teams to achieve goals.
CORE SKILLS & COMPETENCES
• Exceptional knowledge of fundamental IT concepts to manage technical support operations and set up workstations to improve network accessibility and computer operation experience.
• Outstanding oral and written communication skills to convey technical information and idea to technical and non- technical individuals.
• Excellent problem-solving, critical thinking, and analytical skills to effectively diagnose and troubleshoot network, software, and hardware problems.
• Great team player with the ability to efficiently plan, prioritize, organize, coordinate, and implement multiple responsibilities in a fast-paced environment.
• Diligent with a solid customer service attitude and ability to efficiently manage priorities, deadlines, and deliverables.
WORK EXPERIENCE
VISITOR SERVICE ASSOCIATE 2020-PRESENT
National September 11th Memorial & Museum
• Deliver top-notch service experience daily to over 10,000 visitors to the New York City national memorial and museum commemorating and documenting the September 11, 2001 attacks.
• Troubleshoot, distribute, and enlighten visitors on the 9/11 Museum Audio Guide devices and mobile app and process several transactions on the Galaxy POS, managing about $3,000.
• Optimize and advance communication skills by delivering educational presentations to large auditorium audiences.
• Manage inquiries, promptly address complaints, and foster a positive customer service experience and feedback while ensuring strict adherence to work guidelines, policies, and regulations. VISITOR SERVICE ASSOCIATE 2020-2022
Friends of the High Line
• Provide top-tier services to improve visitors' experience on the High Line, a 1.4-mile Public Park on the West Side of Manhattan devoted to public spaces for healthy neighborhoods and cities.
• Educate visitors from diverse backgrounds on the park's history and provide recommendations on various areas of interest.
• Ensure a secure environment and minimize risk by traveling at least 12 miles on a shift to inspect the park and provide required safety reports.
• Identify and report any suspicious activities and mitigate loss and damages by promptly responding to emergencies while maintaining compliance with the organization's policies and regulations.
FIELD TECHNICIAN 2018-2020
Startel Connections
• Developed and implemented strategies to streamline operations in a voice and data technology company providing technology solutions for businesses.
• Administered IT support to clients on cable installation and setup of computer hardware and software; educated customers on IT systems, solutions, and products while ensuring continuous productivity.
• Spearheaded the testing and troubleshooting of new installations and equipment; mitigated injuries and fostered a healthy workplace environment by managing site safety during installation projects.
• Managed customers' inquiries and feedback efficiently, provided remote technical guidance to customers, proactively resolved problems, and reported daily technical operations to the management.
SALES REPRESENTATIVE 2013-2018
J&L Game Inc.
• Drove sales and oversaw premium customer experience in a high-end video game retailer providing various games, including imports and classic rarities.
• Administered efficient data management; accurately monitored, reported and managed an inventory of over 10,000 items.
• Improved customer satisfaction and retention by delivering top-notch customer service experience, boosting awareness, and providing consumer education and support.
• Maintained accurate client information, sales, and records database while optimizing workflow and prioritizing operations in a multi-disciplinary, fast-paced environment.
• Managed customer inquiries and issues, communicated special requests to management, and recommended new products and services to customers in a professional and friendly manner.
GALLERY & LIBRARY ASSISTANT 2009-2012
State University New York, Old Westbury
• Delivered top-tier customer service and support to visitors on artwork-related inquiries, leveraging knowledge acquired from extensive research on represented artists.
• Managed library inventory, cataloged items, maintained library archives, repaired books, created displays, assigned library cards, and provided visitors with check-in or out materials.
• Orchestrated the monthly setup and breakdown of all new artwork installations and maintained accurate records of visitors and resources.
• Participated in library events and programs and administered several operational activities to promote library services to students and the community.
EXPERTISE
• IT/Technical Support
• Customer Service
• Hardware/Software Troubleshooting & Repair
• Hardware Deployment
• Risk Assessment & Prevention
• Documentation & Record Management
• Database Management
• Client Relationship Management
• Issue Resolution
• Process Improvement
• Workflow Optimization
• Regulatory Compliance
• Inventory Management
• Training & Development
EDUCATIONAL EXPERIENCE
BACHELOR OF SCIENCE IN VISUAL ARTS & ELECTRONIC MEDIA, MINOR IN MARKETING
State University New York, Old Westbury 2012
CERTIFICATIONS
• CompTIA A+
Expires: November 2027
• CompTIA Network+
Expires: November 2027
TECHNICAL SKILLS
• Software: Ms Office Suite, Adobe Creative Suite, Adobe Flash, Final Cut Pro, Cinema 4d, Carrara
• Operating Systems: Windows, Mac OS X, iOS, Android
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