Dylan Love
Avondale
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Excellent communication and analytical abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet business goals.
Overview
9
9
years of professional experience
Work History
IT Technical Support
University Of Phoenix
10.2022 - Current
- Helped set up equipment for classrooms.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Performed maintenance tasks on PCs, swapping machines, and transferring personal data.
- Troubleshoot end-users technical problems with ability to adapt and learn on call.
- Served at internal helpdesk, accepting and resolving calls or delegating more severe issues to different departments.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
Customer Service /Technical Support Representative
University Of Phoenix
06.2020 - Current
- Top 5% employee based on business statistics used through Power BI
- Process Improvement Committee team member. 4 employees selected out of 60+ employees, Job impels on finding problems within students & faculty feedback and determining best solutions for business
- Trained all new customer service employees to help learn business needs/ requirements
- Assisted customers in identifying issues and explained solutions to restore service and functionality on student/ faculty machines.
- QA coach to mentor employees for business needs.
- Handling dispute management calls for discrepancies
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Working with Microsoft office products including Office 365 Admin, MS Word, Excel, PowerPoint, Outlook, MS Teams, etc..
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to student/ faculty technical support needs.
Assembly Line Worker
Zero And Wolf
07.2017 - 09.2019
- Checked parts against stock lists, blueprints and materials specifications to verify compliance with standards
- Recognized and reported defective material and equipment
- Assembled component parts by clinching refrigerator items and completed hand-finishing of final products
- Supported quality assurance by visually inspecting items and removing defect parts
Coach
Integrity Staffing Solutions
06.2015 - 07.2017
- Developed and maintained documentation for new hires, training materials and benefits
- Sorted job applications, vetted candidates and recommended individuals for key positions
- Reviewed employee time sheets for accuracy and maintained accurate records in company system
- Assisted with recruiting, background checks and reference checks
- Give verbal, and written write-up's
- Taught employees how to functionally do their job in timely manners
- Assisted in termination procedures
- Trained numerous members on HR and administrative processes to curb learning time
Education
Bachelor's degree - Cybersecurity
University of Phoenix-Online Campus
Phoenix, AZ09.2023
High School Diploma -
Copper Canyon High School
Glendale, AZ08.2014
Skills
- Hardworking
- Self motivated
- Effective Communication
- Teamwork
- Flexible
- Time management
- Computer proficiency
- Customer service
- Technical Support/ Help Desk Support
- Software Troubleshooting
- Technical support (2 years)
Additional Information
- Willing to relocate: Yes, Authorized to work in the US
- Awards: "Employee of they year" 2022 recognition, "All-star" award 2022
Timeline
IT Technical Support
University Of Phoenix
10.2022 - Current
Customer Service /Technical Support Representative
University Of Phoenix
06.2020 - Current
Assembly Line Worker
Zero And Wolf
07.2017 - 09.2019
Coach
Integrity Staffing Solutions
06.2015 - 07.2017
Bachelor's degree - Cybersecurity
University of Phoenix-Online Campus
High School Diploma -
Copper Canyon High School
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