It Support Customer Service

JORDAN LAMAR

Atlanta, Georgia 912-***-**** **************@*****.*** linkedin.com/in/jordanlamar

Creative, friendly, and driven IT Support Specialist with 5 years of technical experience. Enjoys resolving complex technical issues while exercising a calm demeanor and delivering an outstanding customer experience. Capable of working well under stress while assuring a clear line of communication with all parties. Enjoys leveraging deep technical knowledge with an amiable personality to team settings to foster strong personal outcomes.

Customer Service • Windows • Linux • Domain Name System (DNS)

Networking • System Administration • Computer software/Organization

TECHNICAL COMPETENCIES

Skilled at building PCs and solving hardware issues. Able to install, configure and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks.

Build PCs; repair and install hardware parts for desktops, laptops, mobile devices, and printers

Install and configure MS Office applications 2010 and 2013, and various software programs

Manage user profiles; migrate user profile data

Setup, manage and troubleshoot wired and wireless networks including configuring wireless network security

Setup and troubleshoot Internet connections

EDUCATION CERTIFICATION

Per Scholas IT Support Training CompTIA A+ certification Atlanta, GA 2024

Networking – Configure LAN /WLAN/WAN/PAN (all 802.11) network routers and printers through secure WEPx, WPAx, and SSID. Provide Remote Desktop assistance

Software – Windows OS, Linux, MacOS, MS Office and their alternatives; GSuite; Firewalls; Remote Desktop, Adobe Suite

Hardware – Desktops, laptops, printers, scanners. Format, partition EIDE, SATA, SCSI, and SSD and perform data recovery and imaging

Tech Bridge Atlanta, GA 2022

Micro-credential

Analyzed the basics of Java, such as data types, variables, classes, objects, and methods.

Coded the main methods of the program, which included creating an inventory file, the transaction methodology, as well as logging each transaction with accurate date and time.

Benjamin E. Mays High School Atlanta, GA 2014

High School Diploma

PROFESSIONAL EXPERIENCE

Technical Customer Support PointClickCare (Support Ninja) June 2023- January 2024

Provided timely and world class customer support to users via multiple channels

Managed incoming support cases by prioritizing based on severity and or re-route to other departments as required

Built strong client relationships by following up with customers in a timely manner

Maintained knowledge article for publishing on the support portal for customer to find frequently asked questions

Managed records of daily communication, transactions, problems, and remedial actions taken in the CRM system

Tech Support Omni Interaction, Virtual January 2023 - April 2023

Established upgrades and maintenance on up to 45% mobile devices daily, providing tech support, and troubleshooting.

Promoted from Tier I to Tier II tech support after 2 months due to excellent customer service and tax product Service sales.

Investigated and resolved 75% of technical issues officewide daily, providing Tier I, II technical support with great detail

Completed call logs and produced call reports in the database according to the procedure, ensuring smooth hand-off to teammates when issues were escalated

Customer Service Representative Allstate Insurance Company, Atlanta, GA June 2021 - November 2022

Recorded 45-95 calls, exchanges, refunds, and customer transactions per day, ensuring a seamless service experience and

smooth, careful accounting measures

Performed detailed data-entry duties, storing customer information, tracking shipments and orders, and maintaining records, routinely taking a high-level of accountability in the customer service process

Customer Service Representative RMI, Atlanta, GA September 2021 - February 2022

Managed and maintained detailed data-records and, provided strong customer support

Established a pipeline of clients by using clear and empathetic communication, starting from the first phone conversation that mitigates the fear of meeting a new Insurance agent, to the final step of professionally completing enrollment face-to-face, resulting in 15% referrals per client

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