Dejuan Martez Williams
Newport News
Summary
Detail-oriented [Job Title] with extensive experience in telecommunications, retail, and customer service. Skilled at troubleshooting highly technical and complex issues with ease and patience, ensuring efficient problem resolution. Demonstrates expertise in delivering Tier 2 and 3 support knowledge, providing exceptional assistance to customers and ensuring their satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Virtual Support Technician
ADT
05.2023 - 11.2023
- Receive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer education
- Troubleshoot the customer’s technical issues by using our guided workflows which you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
- Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can’t be solved on the call
- Assisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options
- Strong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer
- Fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements
Technical Customer Support Associate- Blink Home Security
Insight Global
07.2022 - 03.2023
- Support Blink Home Security customers with product suite and help customers navigate their home networking and mobile device configurations
- In addition to solving issues for customers, I recommend product changes, document solutions, and automated log analysis
- Work with other support teams to ensure the customer has a consistent, high -quality level of support
- Work with customers to how they use their products in order to resolve their issues and maximize their investments
Itunes/IOS Tier1 Agent/ Apple Pay Tier1/Lead Agent/ Subject Matter Expert, Mac Tier1 Agent//Teleperformance
Kelly Services
10.2019 - 07.2022
- Utilize “P.A.I.R.” concept: Probe, Analyse, Isolate, and Resolve, as a roadmap for troubleshooting the problem, driving the call to resolution
- Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate queue (iPod, and iPhone)
- This includes hardware, software, networking, and interactions with the host computer OS and applications
- Accurately log all interactions via Apple’s Contact Management System
- Achieved specific and measurable call center metric targets including Customer satisfaction surveys, Average handling time and Schedule adherence
- Educate customers on support options, and the steps being taken to resolve their issue, including online tutorials, in-store programs and help applications built into the programs
- Communicate positively with team members, customers, and other partners
- Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate queue (iPhone, Mac Desktop)
- This includes hardware, software, networking, and interactions with the host computer OS and applications
- Safe view or Bomgar screen sharing properly assist customers with Mac Desktop issues
- Reformat eternal HD in order to be used on Mac computers
- Erase and reinstall OS if need to correct Mac issues
- Assist with internet and VPN connectivity on Mac computers
- Assist with Mac migrations, Time machine backups and Mac password resets, Assist new agents and team members with questions, made sure Team stayed within QC guidelines
- Met frequently with TL to discuss how to assist agents on the team that were needing help to improve their performance
- Assisted agents in recognizing and adjusting approach to accommodate all levels of customer’s experience
- Troubleshoot Mac Desktop email account issues, keychain passwords, along with scanning Macs for viruses and other threats
- Educate customers on support options, and the steps being taken to resolve their issue, including online tutorials, in-store programs and help applications built into the programs
Technical Support (Tier 2)
GPS Track IT
04.2018 - 09.2018
- Provide resolution for escalated service tickets
- Assess each end user’s IT knowledge levels and respond appropriately
- Deal with disgruntled, upset, or difficult callers
- Solve technical problems with GPS hardware and determine website-based failures
- Evaluate existing systems and/or user needs to analyse, recommend, and implement changes to their solution
- Diagnose and support internal and/or external causes of failure in end user or internally provided solutions
- Maintain a log of completed work using provided incident-tracking application
IT Service Manager
Insight Global
09.2017 - 04.2018
- Manage Customer lifecycle Resolve issues related to WIFI
- Provide Service Delivery and Billing support
- Provide trouble ticket updates and escalations to centers as needed
- Contribute to customer satisfaction by ensuring that orders are entered, provisioned, installed, billed, and maintained correctly
- Ensure service outages are quickly resolved and that Customers are informed and educated on issues affecting their service
- Provide enrollment packets and timesheets upon client request
- Identify quality issues contributing to late payments
- Timely response to all client and talent calls and/or communications
Technical Support Tier 2
Verizon Wireless - Cellular & More
10.2015 - 08.2017
- Provided exceptional service and support to customers
- Explain complex technical concepts in simple terms
- Listen and respond appropriately in all customer interactions by displaying a positive attitude and tone throughout the interaction
- Use common courtesy and discretion to achieve customer loyalty
- Empathize with and acknowledge customer concerns to create trust
- Reviewed all customer account information while on calls to identify and match customer's need with the appropriate product and / or service (e.g., upgrades, adding a line)
- Offered and educated on the benefits of products and services and explains how the recommendations will add value to the customer's wireless experience
- Used negotiation and problem-solving skills to resolve customer concerns
- Identify and assess customer needs based on interactions
- Troubleshoot and communicate technical answers clearly and concisely
- Demonstrate the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries
- Utilize Tier 1 and Tier 2 troubleshooting guides on all calls that require device assistance
- Troubleshoot hardware and software issues and identify network/applications issues
- Provide detailed information on how to set up/configure data and voice products
Annual Enrollment/ HR Benefits Specialist
AON Hewitt/ Randstad Staffing
09.2010 - 02.2015
- Processed medical, dental and vision benefits for active and retired employees during the annual enrollment for specific clients i.e.: AXA Equitable, Sears, Rikoh /Ikon and Motorola Solutions
- Provided awareness of plan criteria, changes, explanations of costs and coverage available
- Assisted with adding and removing dependents and beneficiaries for life insurance policies
- Processed medical claims, submitted cases for corrections through Plan Management
- First point of contact for resolving issues and problems with HR benefits
- Handled active, retired, disabled, cobra employees and vendor inquiries over the phone or through the HR portal
- Managed and processed severances, terminations, initiated pension process, 401k rollovers, loans, cash outs, Service Awards and data changes
- Assisted employees with executing Core HR processes in Workday
- Effectively communicated HR and Benefit plan policies and procedures
- Made participants aware of government legislative changes pertaining to coverage and new government reform policies
Education
Diploma - General Studies
Fayetteville Technical Community College
Fayetteville, NCHigh School -
Denbigh High School
Newport News, VASkills
- Zendesk
- Help Desk
- Technical Support
- 401k/ Retirement Benefits/ HR Benefits
- Network Administration
- Network Support
- VPN
- Firewall
- Peripheral Devices
- Computer Networking
- Microsoft Windows
- MacOS
- Chrome
- Software Troubleshooting
- LAN
- Remote Access Software
- Microsoft Excel
- Microsoft Word
- Salesforce
- Microsoft Teams
- Outlook
- Server
- Network diagnostics
- System troubleshooting
- Technical support
- Customer communication
- Hardware installation
- Software configuration
- Issue resolution
- User training
- Ticket management
- Remote assistance
- Problem-solving
- Information security
- Operating systems
- Database management
- Hardware upgrades
- Technical escalation
- System optimization
- Help desk support
- Remote desktop support
- VPN configuration
- Device configuration
- Email configuration
- Cloud services
- Wireless networking
- Network security
- Quality assurance
- System integration
- User access control
- Troubleshooting abilities
- Remote support
Certification
A+ Certification in Technology
Availabilitytojoin
1 week notice
Interviewavailability
24 hours' notice
Additionalinformation - Currentlystudying
CCNA certification
Timeline
Virtual Support Technician
ADT
05.2023 - 11.2023
Technical Customer Support Associate- Blink Home Security
Insight Global
07.2022 - 03.2023
Itunes/IOS Tier1 Agent/ Apple Pay Tier1/Lead Agent/ Subject Matter Expert, Mac Tier1 Agent//Teleperformance
Kelly Services
10.2019 - 07.2022
Technical Support (Tier 2)
GPS Track IT
04.2018 - 09.2018
IT Service Manager
Insight Global
09.2017 - 04.2018
Technical Support Tier 2
Verizon Wireless - Cellular & More
10.2015 - 08.2017
Annual Enrollment/ HR Benefits Specialist
AON Hewitt/ Randstad Staffing
09.2010 - 02.2015
High School -
Denbigh High School
A+ Certification in Technology
Diploma - General Studies
Fayetteville Technical Community College
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