DeChanta Johnson
Phoenix
Summary
IT Support Specialist with a strong track record of delivering Tier 1 and Tier 2 support and achieving top 10% performance across critical KPIs. Spearheaded the development of standardized chat scripts and SOPs, improving operational efficiency by approximately 10%. Actively seeking roles in Technical Support Engineering or IT Operations to leverage expertise in team leadership.
Overview
9
9
years of professional experience
Work History
Senior Protech Support/Team Lead
Asurion
01.2022 - 01.2025
- Delivered Tier 1 & Tier 2 support across chat and phone channels, handling 50–85+ interactions daily.
- Troubleshot mobile devices, cloud applications, connectivity issues, account access, and software incidents.
- Served as acting Team Lead, supporting escalations, coordinating workflows, and communicating with leadership.
- Maintained top 10% performance in CSAT, resolution time, QA, and adherence.
- Participated in AI–assisted support pilots, contributing to workflow and automation improvements.
- Created standardized chat scripts that improved operational efficiency by ~10%.
- Developed SOPs, troubleshooting guides, and training materials used across multiple teams.
- Mentored and onboarded new specialists to improve team readiness and performance.
Technical Support Specialist
Asurion
01.2018 - 01.2021
- Provided Tier 1 support for mobile devices, applications, connectivity, and account management.
- Diagnosed issues involving device configuration, software functionality, cloud sync, and network connectivity.
- Documented incidents and escalated complex issues per SLA and escalation procedures.
- Contributed to early AI–assisted workflow initiatives later adopted company–wide.
- Maintained strong customer satisfaction while managing high daily support volumes.
ProTech Representative (Level 1 Support)
Asurion
01.2016 - 01.2018
- Assisted customers in activating devices, setting up accounts, troubleshooting issues, and providing mobile OS support to enhance user experience.
- Supported customers through remote troubleshooting and guided technical resolution steps, fostering customer satisfaction and loyalty.
- Configured iOS and Android devices, including account setup and connectivity troubleshooting.
- Created detailed ticket documentation and coordinated escalations for unresolved issues to ensure timely resolution.
Education
Bachelor of Science (B.S.) - Healthcare Administration
University of Phoenix
Phoenix, AZ03-2024
Skills
- Tier 1 and Tier 2 support
- Incident management
- Ticket escalation
- Root cause analysis
- Remote diagnostics
- Mobile device support
- SaaS applications
- Cloud services management
- Zendesk proficiency
- Salesforce expertise
- CRM systems knowledge
- Multi-factor authentication (MFA)
- Device configuration
- Digital support channels
- Voice support techniques
- Remote support capabilities
- SOP development
- Knowledge base development
- Workflow optimization
- Cross-team collaboration skills
- Mentoring
- Escalation processes
- Escalation processes
Accomplishments
- Top 10% KPI Performer 2016-2025
- selected for Chat pilot program later adopted company wide2018
- recognized by company VP for excellence, customer engagement, Quality Assurance and business process improvement 2022
- promoted to senior position
Timeline
Senior Protech Support/Team Lead
Asurion
01.2022 - 01.2025
Technical Support Specialist
Asurion
01.2018 - 01.2021
ProTech Representative (Level 1 Support)
Asurion
01.2016 - 01.2018
Bachelor of Science (B.S.) - Healthcare Administration
University of Phoenix