Customer Service Team Member

MOMAR DIAGNE

Birmingham, AL 205-***-**** ************@*****.***

SUMMARY

Motivated and detail-oriented technician with hands-on experience in device support and customer service. Currently pursuing a B.S. in MIS with a focus on cybersecurity. Skilled in SIM activations, device setup, and user-facing troubleshooting. Actively expanding technical expertise through certifications and projects. Fast learner with a strong work ethic and proven ability to communicate clearly and solve problems under pressure.

EXPERIENCE

Asurion Apr 2025 - Present

In-Home Tech Expert Birmingham, AL

• Enhanced customer satisfaction and service continuity by efficiently activating SIM lines and replacement devices during in-home visits.

• Resolved setup issues and guided users through phone and account recovery, improving user confidence and reducing support requests by 20%.

• Maintained service documentation and ensured high customer satisfaction with minimal supervision. Lowe's Jun 2024 - Mar 2025

Fulfillment Specialist Birmingham, AL

• Trained new hires, improving team efficiency and reducing onboarding time by assisting with day-to-day responsibilities

• Managed order fulfillment processes, ensuring timely and accurate delivery to customers, which enhanced customer satisfaction

• Enhanced inventory systems and collaborated across departments, achieving 30% better accuracy and faster resolution of issues. Baskin-Robbins Sep 2023 - Jun 2024

Team Member / Trainer Birmingham, AL

• Trained new employees and reinforced store procedures.

• Managed stock rotation and inventory restocking.

• Delivered efficient and friendly service in a fast-paced setting. Ninja Fireworks Jun 2023 - Jul 2023

Assistant Birmingham, AL

• Organized merchandise and promoted products to customers during peak sales season.

• Supported daily store operations and maintained organized displays. Whataburger Aug 2021 - Aug 2022

Team Member Birmingham, AL

• Rotated through multiple roles to support operational flow and team coverage.

• Maintained clean workstations and organized inventory for kitchen efficiency. PROJECTS

Home Cybersecurity Lab

• Set up a virtualized environment using VirtualBox and Kali Linux to practice penetration testing, network scanning, and vulnerability analysis.

System Build & Imaging

• Assembled and configured a desktop PC from components, installed Windows 11 and Linux dual-boot, and implemented OS image backup using Clonezilla.

Device Troubleshooting Tracker (Excel)

• Built a spreadsheet to log and categorize over 50 resolved technical issues during Asurion visits; used pivot tables to analyze common failure types.

CERTIFICATIONS

• CompTIA A+:In Progress

• Google IT Support Professional Certificate:Completed on Coursera

• Cybersecurity Fundamentals – IBM SkillsBuild:Completed SKILLS

• Mobile Device Support, SIM & Service Line Activation, Customer Communication, Cybersecurity Fundamentals, Windows/Linux OS Setup, Inventory Management, Microsoft Office & Google Suite, VirtualBox, Wireshark, Clonezilla

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