Summary
Overview
Work History
Education
Skills
Affiliations
Software
Timeline
Generic

James Cheever

Tucson

Summary

Dynamic Senior IT Consultant with a proven track record at Mural Technologies, excelling in application support and customer service. Recognized for enhancing processes and building strong client relationships, I leverage clear communication and root-cause analysis to deliver tailored digital solutions that drive efficiency and exceed service standards.

Overview

7
7
years of professional experience

Work History

Senior IT Consultant

Mural Technologies
09.2019 - 06.2025
  • Recommended and installed software and helped businesses to plan for technology to match growth.
  • Troubleshot incidents reported by end-users to identify permanent solutions.
  • Responded to customer requests for products, services, and company information while offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with team members to enhance customer service experience and deliver prompt diagnosis, fixes and create positive customer experiences
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collected insights and customer complaints about products to forward to leadership.

Sales Associate

Best Buy
09.2018 - 11.2020
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Engaged with customers to build rapport and loyalty.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Solved customer challenges by offering relevant products and services.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Built relationships with customers to encourage repeat business.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.

Education

No Degree -

Delaware Valley High School
Philadelphia, PA

Skills

  • Application support
  • Root-cause analysis
  • Needs assessment
  • Digital solutions
  • Expectation setting
  • Customer service
  • Coaching and mentoring
  • Team leadership
  • Clear communication
  • Relationship building
  • Documentation and reporting
  • Software configuration

Affiliations

  • Microsoft

Software

Microsoft 365

Timeline

Senior IT Consultant

Mural Technologies
09.2019 - 06.2025

Sales Associate

Best Buy
09.2018 - 11.2020

No Degree -

Delaware Valley High School

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James Cheever