Customer Service Desktop Support
Resume:
JARROTT LEWIS
************@*****.***
770-***-****(cell)
QUALIFICATIONS
Customer-focused Desktop Support with 5 years of experience with a broad spectrum of computer operating systems applications and hardware. Proficient in the incident management process. Experience performing timely correct escalation to fix or work around issues. Strong leadership ability governing employees and business tools. Experience communicating and providing key updates to stake holder management. Ability to manage employees and third party’s through conflict resolution. Strong knowledge in Crm and IT service management software including ITIL. Experienced in Microsoft office 365. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution. Exceptional customer service skills
HIGHLIGHTS
•Troubleshooting proficiency
•Documentation & reporting
•Exceptional telephone etiquette
• Proficient in Microsoft Office 365
•Experience with Cisco networking
•Accomplished with mobile devices
•Strong understanding of TCP/IP concepts
•Patient and diligent
•Vast technical knowledge
•Effective problem solving skills
•Proven talent development skills
•Deployment from Windows 7 to Windows 10
EDUCATION
GEORGIA STATE UNIVERSITY
Atlanta, GA — B.S in Political Science, 2009
PROFESSIONAL EXPERIENCE.
Quikrete Service Desk Analyst 2022-2025
Providing customer support
To individuals inquiring about Quikrete products, assisting with technical questions regarding concrete mixing and application.
Troubleshooting issues related to Product usage, directing customers To the appropriate sales channels, and resolving complaints, all while Adhering to company policies and Procedures regarding customer service standards.
Receiving calls, emails, and online chat messages from customers regarding Quikrete product information, availability, Pricing, and application instructions
Familiar with CRM systems and ability to navigate online databases to access product information.
Data management: recording customer interactions, maintaining accurate records of inquiries and resolutions within the company CRM system
R&R Solutions Install Technician 2021-2022
Single-handedly completed over 300 job sites
Performed simple de-install and install new pin pads at customer locations
Troubleshooting pin pads
Worked with onsite customer and R&R personnel in a professional manner.
Managed cables for the installation
Remote into desktop to ensure correct software configuration
Monitor POS system for desired performance.
Delta Service Desk Analyst, Hapeville, GA 07/2019-03/2020
Delivered efficient, premium quality customer service to Delta customer’s end-users and troubleshooting issues throughout Office 365 deployment
Documents resolutions and updates self-help and knowledge bases.
Logs and tracks incidents and requests from identification through resolution.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Collaborated effectively and work as part of a team unaccompanied.
Addresses and resolves both incidents/requests; logs all interactions; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Input trouble tickets using service now
Tech/Replenishment Feb 2017- May 2018 R&R Solutions
Installed and migrated desk tops from Windows 7 up to Windows10. Understanding of Windows networking (DHCP, DNS, IP). Hands on experience with Active Directory in a Windows environment. Installed network cabling/equipment in retail and office environments.
Pulled cables, such as coaxial, twin-ax, twisted pair, optical fiber and other cable types, through conduit, above ceilings and between floors, able to Tip/Terminate Cable. Inspected quality of work, made repairs and instructed others by example. Understood and applied the codes and standards per job requirements. Performed testing and certification of installed components. Terminated cable on cross connects, hubs, and routers. Accurately reported site conditions and provided quality deliverables. Identified safety risks and took appropriate action. Performed troubleshooting, maintenance, repair, and recovery of failed IT hardware in live retail and office environments. Worked with onsite customer in a professional manner. Understood and escalated any onsite issues to project management. Led and mentored junior technicians as needed.
Desktop Support Sept 2015-Oct 2016
Airbus Mobile Alabama
Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office. Migrated software from Windows 7 to Windows10. Understanding of Windows networking (DHCP, DNS, IP) Hand-on experience of Active Directory in a Windows environment. Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution. Continually updated personal knowledge of computing hardware operating systems and software. Maintained confidentiality and discretion when working with passworded or sensitive materials.
Desktop Support Jan 2014- Mar 2015
Tyler Tech Gwinnett, Ga
Provide support for desktop computer operating systems and hardware/peripherals; work with individuals across the community.
Proactively resolve customer problems about equipment and services.
Deliver support both at the Helpdesk and across campus and respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users.
Test software images developed by Tyler colleagues; evaluate software and develop written technical instructions and documentation.
MANAGER
•Pike Nurseries; Buckhead Ga Mar 2012- Jan 2014
•Plan tasks for the day
•Manage up to 30 employees
•Handle daily operations ( Cash deposits, returns, customer service, product placement, store maintenance and upkeep, logistics, delivery etc.
•Train associates on operations, tasks, customer service etc.
•Operate forklift and pallet jack to load and unload freight
•Process paperwork in order to receive deliveries and freight
•Send emails in order to communicate with DM, and other stores
•Order the product for the store
•Operate tools and put together furniture
•Change store ads and marquise signs according to sales and promotions
•Navigate computer software to monitor sales, keep sales numbers for the week, look up information on the product and inventory
•Perform cycle counts to ensure an accurate inventory
MANAGER
Abercrombie and Fitch; Kennesaw GA Oct 2010 – Feb 2012
•Handled all daily store operations (Cash deposits, reporting, logistics, promotions, product placement)
•Responsible for creating schedules that reflect needs of the business for optimal results
•Merchandising for sell through
•Interviewing and hiring top talent to create balanced and well rounded team
•Managed up to 50 employees during peak season
•Manage P&L to ensure profitability
•Ensured proper stock levels through accurate cycle counts and receiving of product
•Well/Better coaching for staff development
•Ensure compliance for all company initiatives with team members
•Manage customer experiences through utilizing company’s service and selling philosophy
•Consistent communication with District and Regional managers to help develop strategies to grow business in market
SKILLS
Microsoft Certified Professional (MCP)
Advance X Desktop Support Specialist
Certified Web Page Author
HP Certified
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