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Resume

Experience

2023 - Present

Internet/Phone Repair

Charter

Columbus, Ohio

  • Windows OS Proficiency: Expertise in navigating and troubleshooting.

  • Signal Monitoring: Proficiency in tracking and diagnosing signal issues.

  • Hardware Troubleshooting: Skilled in internet modems, routers, and phone systems.

  • Software Troubleshooting: Ability to diagnose and fix issues on various platforms.

  • Network Diagnostics: Assessing connectivity and IP configurations.

  • Email Systems: Assisting with email setup and troubleshooting.

  • Map Reading: Understanding service areas and infrastructure layouts.

  • Inbound Call Handling: Managing and resolving inbound queries.

  • Outbound Communication: Making outbound calls for various purposes.

  • Clear Articulation: Conveying technical information simply.

  • Active Listening: Attentively understanding customer concerns.

  • Customer Service: Ensuring customer satisfaction.

  • Problem-solving: Critical thinking and effective solutions.

  • Multi-tasking: Managing multiple tools and communication channels.

  • Time Management: Prioritizing and managing tasks efficiently.

  • Teamwork: Collaborating effectively with colleagues.

  • Documentation: Maintaining records of customer interactions.

  • Tool Mastery: Using CRM systems and ticketing tools.

  • macOS Proficiency: Diagnosing startup, performance, and software issues.

  • Windows Troubleshooting: Resolving BSOD errors, software compatibility, and update issues.

  • Android Device Expertise: Handling battery, connectivity, and performance issues.

  • Mac Applications: Assisting with app installations, updates, and iCloud issues.

  • Windows Applications: Handling issues with Microsoft Office, browsers, and third-party software.

  • Android Apps: Troubleshooting app crashes and Google Play Store errors.

  • Cross-Platform Application Expertise: Troubleshooting multi-platform apps.

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2013 - 2023

Senior Technical Support

Dish Network

Hilliard, OH / Remote

  • Signal Monitoring: Proficiency in tracking and diagnosing satellite signal interruptions and strength.

  • Training New Agents: Leading onboarding and ongoing training sessions for junior technical support representatives.

  • Cross-Platform Application Expertise: Troubleshooting multi-platform apps related to satellite video, internet, and phone services.

  • macOS Proficiency: Expertise in diagnosing startup, performance, and software issues on Mac devices.

  • Active Listening: Patiently and attentively understanding customer concerns and queries.

  • Documentation: Maintaining detailed records of customer interactions, technical issues, and solutions.

  • Windows OS Proficiency: In-depth knowledge in navigating and troubleshooting Windows-based systems.

  • Network Diagnostics: Mastery in assessing satellite connectivity, IP configurations, and performance metrics.

  • Hardware Troubleshooting: Expertise in satellite receivers, modems, routers, and phone systems.

  • Time Management: Efficiently prioritizing and managing complex technical tasks and queries.

  • Tool Mastery: Expert-level use of CRM systems, ticketing tools, and diagnostic software.

  • Teamwork: Collaboratively working with a team, sharing knowledge, and mentoring junior representatives.

  • Android Device Expertise: Skilled in diagnosing and fixing issues on Android devices related to satellite services.

  • Outbound Communication: Leading outbound communication for feedback, follow-ups, and updates.

  • Clear Articulation: Mastery in conveying intricate technical details in layman's terms.

  • Windows Troubleshooting: Handling intricate Windows software and hardware issues.

  • Customer Service: Exemplary commitment to ensuring unparalleled customer satisfaction.

  • Email Systems: Expertise in setting up and troubleshooting email systems over satellite internet.

  • Inbound Call Handling: Efficiently handling and resolving complex technical queries.

  • Problem-solving: Advanced analytical skills for complex issue diagnosis and resolution.

  • Map Reading: Using digital map systems for signal location, service areas, and infrastructure planning.

  • Mac Applications: Troubleshooting issues related to satellite video and internet on Mac apps.

  • Multi-tasking: Juggling between multiple customer queries, diagnostic tools, and training modules.

  • Android Apps: Addressing and fixing issues with satellite video and internet apps on Android platforms.

  • Software Troubleshooting: Comprehensive expertise in software-related diagnostics across various platforms.

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cryptodrizzy.eth_High-tech_data_center_situated_in_a_basement_s_e6e288fd-dfd8-45ae-b521-f8

Education

2024

DeVry University 

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Associates of Applied Science in Information & Technology: Specialization in Network Administration

At DeVry University, I am currently pursuing my Associate of Applied Science in Information Technology Degree with a strong academic standing, reflected in my perfect 4.0 GPA. My dedication to excellence has earned me a coveted spot on the Dean's List. I have been deeply engaged in courses such as Python programming and Linux administration, enhancing both my theoretical knowledge and practical application skills in these areas.

Naperville, Illinois

Professional Skillset

Hardware Prototyping Skills

Programming Proficiency

Linux 

Microsoft 365 Administration

Project Management

System Integration

macOS Proficiency

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