Customer Service Project Manager
Resume:
Kadeem Claxton
***************@*****.***
A self-motivated and enthusiastic engineer who maintains a strong work ethic towards multi-tasking and fast pace environments. One who maintains a high professional standard regarding customer service, effective organization and time management.
Education & Certification
Validus Preparatory Academy - High school Diploma 2006 – 2010
Google IT Support Professional Certification
IBM IT Project Manager Professional Certification
Microsoft Azure Developer Associate (AZ-204)
Google Cybersecurity Professional Certification
Work Experience
ER2 – Computer Technician
Mesa, Arizona
January 2025 – Present
Test/Inspect computer parts to determine what parts and components are working and what needs to be replaced or repaired, cleaned, damaged etc
Preforming repairs on computers by taking the computer apart following a diagnosis schematic and replacing broken parts using hand tools.
Troubleshoot items with either firmware diagnostics or an external third party method to diagnose hardware.
Being flexible to transition to different tasks throughout the day among many different departments within ER2's hardware recycling processes.
Update inventory of computers and components using the inventory management system.
Keep department organized and cleaned.
Work in a team environment sharing ideas and helping each other when facing roadblocks.
Decentralizing and power washing laptops to be ready to send out to new buyers or subscription clients.
Best Buy – Geek Squad Senior Agent
Bronx, New York
January 2024 – December 2024
Helping to drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs.
Assisting the Geek Squad Manager or independently assigning staff for client assistance, diagnosis, repair, service, and follow up.
Communicating department goals and other pertinent company information to members of the Precinct in a clear, accurate, and timely manner.
Working with clients directly to ensure staff is assisting customers with service and repair issues while achieving department goals. Also handing escalated client service issues.
Providing ongoing coaching and acts as a consultant to Precinct Agents and other store personnel as needed to achieve goals and high standards of customer service.
Teksystems – IT Contractor
New York, New York
Contract – March 2023 to December 2023
Providing white glove quality service through effective cable management while setting up workstations.
Utilizing the Salesforce, ticketing system to log any troubleshooting request or activity routed to the IT team. All service requests made to the team came via a Salesforce ticket or email.
Patching terminals and running the LAN cables to switches and other networking devices.
Installing wireless access point routers.
Installing flat screens & wall mounts.
Installing monitor stands.
Working with clients on the trade floor.
Troubleshooting Bloomberg Software.
MDM iOS Support
Troubleshooting Eikon.
Installing LAN and VOIP phones.
Relocating multiple workstations to be rebuilt at the new company site.
Provided assistance with upgrading the EPIC One Patient System for the Upper East side Mount Sinai Location.
Documenting all hardware used within the company, printers, scanners, barcode and label makers, WOWs(Workstation on Wheels), stationary workstations and their ethernet port jack location. Then document the address, site, room and department where it’s located into an excel spreadsheet for company records.
Creating Floor plans models for new hardware in every hospital site with Blue-Beam Construction.
Using Azure Active Directory Entra, Power Shell and Office 365 Admin to manage client user accounts for subscriptions, password resets, software distribution, group policy management, MDM management and Autopilot Enrollment for New User Accounts.
Using SailPoint for reference of Client Data.
Responding to user requests from multiple channels including Servicenow and Servicenow Desk Chat, Clients would submit a request via the DTP Help Desk Portal.
Remote Accessing User accounts for troubleshooting tickets or software installation with LogMeIn Rescue.
Troubleshooting any Citrix VPN Issues that may arise.
Troubleshooting Zoom when there’s company meetings
Occasional troubleshooting for proprietary medical cloud based services and software protocols for scheduling, in house resources communication and other patient data, like ICD-10, Sinai Central, Convert, Softweb, Policy Tech Management, Policy Tech Policies, Safety Net, Sinai Cloud, DTP-DAC, Rals System, One Source Docs, Covid Staff Resources, STAR Recognition, Telehealth Intranet, Cybersecurity Assessments, Sds Link, Nursing Reference, EHS Registry, Employee Vaccine Reporting, Mount Sinai Daily, Timekeep and Sinai Central.
Fannie Mae – Level 2 Help Desk Technician
Remote – New York City
February 2022 to February 2023
Taking VOIP calls via Five9’s call que features.
Remotely Configuring Apple & Dell Laptop or Workstations for clients at home or in office.
Administration of Fannie-Mae Client Accounts Running Windows, Mac OS and Linux via Active Directory Domain Services; Specifically Cayosoft, Duo Security & SailPoint IAG (Access Governance).
Providing Active Directory support for Fannie Mae clients who may have been locked out due to inactivity for a period of time or even a simple password reset; establishing re connectivity to the Fannie Mae domain resources.
Working with clients to troubleshoot network connectivity issues within VM Ware Horizon DAAS, Citrix VPN & zScaler; the companies choice remote access suite for clients working out of office.
Troubleshooting in office Network connectivity issues on locations that required zScaler & Citrix VPN for clients to log into their workstation.
Re-configuring proxy settings to help navigate Citrix VPN, zScaler, or even Horizon DAAS on some occasions to properly connect with specific locations in office or remote for clients to have access to their workstations or virtual portal.
Working with clients to solve hardware related problems with provided Fannie Mae hardware or in cases of a remote contractor, focusing on the unique needs of their specific set of hardware, sometimes utilizing the provided knowledge base or my own experience before creating an escalation if necessary.
Troubleshooting Microsoft Office 365 applications, Teams, Outlook, Word & Excel; Teams typically having problems with audio or video but also clients who can’t access teams due to an (AD DS) related issue.
Providing support for Android and iOS devices trying to gain access via Duo Security.
Remotely Supporting Many Different MDM Software Platforms.
Wheel Pros – Level 2 Help Desk Technician
Greenwood Village, Colorado
January 2021 – December 2021
Provided Active Directory support with Azure AD, Power Shell and MS In-tune to help enroll and manage all devices on the company domain.
Provided Office 365 support via the admin center to ensure proper licensing and usability
Specifically setting printers to the right group policy permission using group policy management and TCP/IP network settings to static within Azure AD.
Utilizing the Fresh Service, Service Now ticketing system to log any troubleshooting request or activity routed to the IT team. Any requests made to the team came formally via a Service Now help request ticket created from the company support page.
Utilizing Ring Central a cloud based VOIP in full duplex for phone communications, voicemail and fax within the office.
Utilizing Team Viewer for remote access to provide quick response time for troubleshooting requests made by employees who ran into problems with their workstation.
Sap Business One Products & Adobe Creative Cloud Suite were the primary subscription based applications used by the company. If an employee makes a request for a subscription to the software it would be submitted in Service Now as a ticket for an approval request to the manager of their team who then should then create a ticket to IT for the purchase & setup.
Global Response – Level 1 Help Desk Technician
Remote – Miami, Florida
August 2018 to December 2020
Operating phone on a call que via Five 9 VOIP system.
Updating dealership entries or creating new dealership profiles using Office 365 CRM.
Providing a call center quality environment remotely from a home office.
Utilizing FortiClient VPN to establish a connection to the company domain from my personal LAN.
Providing Customer Service Support for the Ally Smart Auction Website; the account I managed at the time.
On-boarding dealers into smart auction, the dealership database for Ally Smart Auction.
Utilizing Smart Auction as an Active Directory style web protocol to authorize client User ID and Password information.
Contact this candidate