Customer Service Technical Support

Ive Pruitt

Wylie, Tx 972-***-**** ad3f8g@r.postjobfree.com linkedin.com/in/ive-pruitt

Recent graduate of an intensive IT program focused on developing skills in technical support resulting in obtaining the Google IT Support Professional Certificate. 5+ years of experience in customer-facing roles have led to developed skills in communication, customer service, and client management. Dedicated individual known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to company success.

RELEVANT SKILLS

Microsoft Office 365 • Technical Support & Troubleshooting • Ticketing System User Training & Support • Operating Systems Installation • Software Installation & Configuration

● Customer Service

EDUCATION

Merit America Present

Google IT Support Professional Certificate

● Skill development includes troubleshooting, customer service, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; aligns with the objectives covered by the newly updated CompTIA A+ certification

Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, and PC maintenance and performance PROFESSIONAL EXPERIENCE

Customer/Tech Support •WCCTV, Richardson, TX Present

● Call center role

● Updated reports for HeartBeat daily

● Created knowledgebase

● Responsible for system walk test and set up analytics CS Specialist • Brinks Home Security, Dallas, TX Aug 2022- Mar 2023

● Customer Service related to billing and account inquiries

● Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement

● Technical Support Troubleshooting

BravoTECH. AHA, TX Jan 2022- Aug 202

● Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

● Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

● Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.

● call routing and case management processes as well as case logging systems and obligation systems.

CONDUENT BUSINESS SERVICES AHA, TX JAN 2020-

JULY 2021

● Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.

● Maintained composure and patience in face of difficult customer situations, applying de- escalation techniques and positive customer support.

● Supported employees with advanced troubleshooting on helpdesk tickets.

● Assisted in technical support process refinement to improve customer service and support.

● · Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.

● Responded to support tickets within the required time frame to improve customer service RELEVANT SKILLS CONTINUED

Technical skill development includes:

– Technical support: installing & configuring computer hardware, software, and networks

– Computer networking: standard protocols for TCP/IP and network services (e.g., DNS)

– Operating systems: creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systems

– Systems administration: server management and user & information management

– IT security: evaluating potential risks and utilizing encryption algorithms and techniques

– Hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts Professional skill development includes:

– Effective written communication

– Interpersonal group work

– Prioritization

– Time management

– Google Suite, Slack, and Zoom

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