IT Support Specialist with 7+ Years Help Desk Experience
Resume:
Jonathan Moore
Columbia SC, *****
********@**********.***
Education
Associates Degree in the Applied Science of Visual Communication From ITT Technical institute, Greenville SC
oSkills learned: Graphic design, video editing, sound editing, logo creation, photo manipulation, special effects, web design, coding using C++, and HTML using Adobe Products.
Bachelor's Degree in the Applied Science of Digital Entertainment and Game Design from ITT Technical Institute, Greenville SC
oSkills learned: 3D modeling using 3DS Max, Blender, and Maya. Learned how to model, rig, texture, and animate models. Also worked with the Unreal, Unity, and Game Maker gaming engines.
GPA of 3.47
Summary
I am a true customer support professional with the ability to provide quality support with a high degree of customer satisfaction. Experienced with technical, business and operational support, I have amassed over 7 years of customer support call center experience working with some of Greenville’s best companies. I am adept at first call resolution, time management, and documenting customer interactions within a tracking system. I have consistently met and at time exceeded his quarterly goals for all his previous employers.
Job experience
Belltech Logix (July 2024 – Current)
ROLE: IT Support Specialist
Provide technical support for a variety of clients such as Braunability, Colibri Restate, Madison Square Garden, USP Pharmacy, and Road Runner Transport
Provide Call, Email, and Chat support
Logged tickets using Service Now system
Unlocked and Resetting passwords on Accounts using Active Directory and Azure
Used remote login tool Bomgar to provide remote assistance
Ensured first call resolution and maximum customer satisfaction
Assisted with Windows troubleshooting for both hardware and software along with Network and Printer mapping.
Cerner/Oracle (Feb 2022 – April 2024)
ROLE: Help Desk Support
Provided technical support to Nurses, Doctors, and other medical employees across a multitude of different hospital channels such as CHES_NY, LCOX_MO, and FAIR_OH to name a few
Logged tickets using Supportal software
Unlocked Accounts and reset passwords using multiple databases
Databases used: RPDs, VDI, VM WARE, Sayvient, Cerner Works, Sorian, AIMS, Active Directory, Kronos and UKG
Ensured First call resolution and make sure the customer was fully satisfied before letting them go
Walked members through how to log into Cerner Works and Sorian systems along with navigating them through self-serve options.
Manage ticketing queue and troubleshoot or reroute tickets to their designated queue.
TM FLOYD – Blue Cross Blue Shield (Feb 2020 – Feb 2022)
ROLE: TSC Technical Support Agent
Provided technical support to Employees, Employers, and BCBS Members
Logged tickets user Commercial Desktop software
Unlocked Accounts and reset passwords using multiple databases
Databases used: Hitachi, Rumba, Support Access, Oracle, RSA console, Vdi, Active Directory, Zlinux
Ensured First call resolution and make sure the customer was fully satisfied before letting them go
Walked members through how to login and navigate their My Health Toolkit account along with unlocking their account and how to create new accounts
Help Desk Experience
TD Bank (Jun 2018- Nov 2019)
Role: Banking Specialist
Providing customer service and support through the inbound call center
Consistently met quarterly bonus goals by meeting sales goals, meeting call time averages, and adherence to companies’ times and work policies.
Ensured First call resolution and make sure the customer was fully satisfied before letting them go
Delivered banking solutions to the customer that would benefit them in earning more interest in their savings, or increase the security on their account and give them peace of mind.
Built customer rapport to ensure a smooth call and increase customer experience
Assisted customers with online banking such as password resets and unlocks
Provided technical support assistance with Zelle, and Online Bill Pay
Verizon Wireless (July 2015- May 2018)
Role: Tech Expert
Responsible for inbound technical support for Verizon customers regarding 3G and 4G devices
Consistently met metric goals outlined by the department. Graded on handle time, first call resolution, documentation and adherence to companies policy and procedures.
Provided troubleshooting to customers in regard to phone, app, data, and cellular usage.
Assisted with helping customers do manual resets and backing up their data to cloud services such as Google Photos, Google Drive and Icloud.
Walked customers through how to navigate the Verizon website to find products discount solutions
Troubleshooted issues with customers accessing their online account by doing password resets and unlocks
Submitted trouble tickets for areas that we being reported to have bad service
Aided customers in upgrading their devices based on their needs
Handled billing questions the customer also may have had in regards to current or previous charges
Built customer rapport to ensure a smooth call and increase customer experience
Ensured First call resolution by making sure the customer was fully satisfied by the end of the call
Charter Communications (Feb 2014- May 2015)
Role: Sales agent
Responsible for taking inbound sales calls
Worked daily in a highly structured call center environment, where we were consistently monitored and required the meet daily, weekly and quarterly metrics.
Sold Digital television, high speed internet, and landline to customers calling in
Upselled current customers with additional services such as additional cable boxes, a better tv package, upgraded their internet speed, and/or adding landline to their service
Consistently met quarterly bonus goals by meeting sales goals, meeting call time averages, and adherence to companies’ times and work policies.
Answered any questions customers may have had about our service
Educated customers on the difference between our service and our competitors
Asked probing questions to ensure the package that I was selling the customer was the best fit for them.
Built customer rapport to ensure a smooth call and increase customer experience
Samsung-Alorica (Jan 2012 – Jan 2014)
Role: Tier 2 DTV Tech and Product Specialist
Responsible for taking inbound escalated tech support calls for Samsung electronics.
Worked daily in a highly structured call center environment, where we were consistently monitored and required the meeting daily, weekly and quarterly metrics.
Responsible for taking inbound tech support calls to support various Samsung electronics products; Samsung Tv’s, Smart Tv’s, Blu rays, Home Theater systems, soundbars, and Home appliances such as washers, dryers, microwaves, ranges, and refrigerators.
Consistently met metric goals outlined by the department. Graded on handle time, first call resolution, documentation and adherence to companies’ policy and procedures.
Providing technical support for Samsung Tv’s, Smart Tv’s, Blu rays, Home Theater systems, soundbars, and Home appliances such as washers, dryers, microwaves, ranges, and refrigerators.
Effectively troubleshooted every call to diagnose the situation and resolve it.
Gave clear and precise instructions to each customer on what caused the issues, worked with them to resolve it and how to avoid it in the future
Built customer rapport to ensure a smooth call and increase customer experience
Educated customers on innovates ways they can incorporate other technologies to enhance their experience with their devices, such as apps and other smart home devices.
Ensured First call resolution and make sure the customer was fully satisfied before letting them go
Assist level 1 technicians with questions they have regarding their customer
Helped train new employees and managers in Samsung electronics such as Tv’s, blue rays, and home theater systems.
Skills
Skilled at Computer programming using Microsoft Visual Basic
Advanced skills in Microsoft Office software (typing speed of 60+wpm)
Experience in using phone systems such as Avaya
Experience in Ticketing system Remedy and Commercial Desktop.
Worked with customer notation and documentation systems such as TSC Commercial Desktop, Info in Rumba, ACSS, Ovation, Relationship Manager, CMSE, Compass, and Partner Care
Advanced skills in the Adobe Creative Suite, using: Photoshop and Illustrator programs (digital painting), Flash (animation, flash banners), After Effects(special effects and green screen), Director(interactive DVDs), Dream Weaver(HTML coding), Premier Pro(video editing), AutoDesk 3Dx Max and Zbrush(3D modeling)
Online Marketing skills such as: Funnel building (Clickfunnels), tracking traffic (Clickmagick), Autoresponders and List building (GetResponse) SMS marketing, Facebook lead generation, YouTube lead generation, SEO Optimization, Lead generation using Facebook and Craigslist ads. Feel free to check out my marketing channel: https://www.youtube.com/channel/UCOCDtSYoRca9WGudigzEBsA
Graphic designer for Party Junction. Experience in designing and printing Banners, invitations, and T-shirt designs.
Skilled at sketch drawings along with story writing and storyboard creating.
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