Malik Smith

Technical support for all active VA hospitals.

• Reduced call resolution time by effectively troubleshooting software and hardware problems.
• Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
• Collaborated with teammates to identify recurring issues and develop long-term solutions.
• Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
• Contributed to team success by consistently meeting or exceeding established performance metrics.
• Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
• Used ticketing systems to manage and process support actions and requests.

• Managed customer inquires via phone regarding Federal Firearm Licensees to assist with filling out the Firearms Transaction Record (ATF4473) while providing accurate and appropriate information to the clients.
• Guided clients to the appropriate departments with questions requiring an escalated tier of support to swiftly and properly resolve problems.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.

• Assisted customers with obtaining the proper automotive parts for repairs.
• Performed basic testing on vehicles to better assist customers with understanding require parts.
• Sold automotive parts to dealerships and shops when contacted via phone and prepared their order for shipment and delivery
• Attended to customer complaints regarding processed product return or replacement requests.

• Assisted college instructors and students with troubleshooting several online schooling sites at a high volume.
• Troubleshooting was performed via phone, email, and chat on an inbound basis.
• Aided instructors with solving both common and uncommon technical problems within the sites.
• If the problem required an additional level of support, then tickets were escalated to the second level of support for timely resolution.
• After hard work and obtaining high quality metric scores, I was chosen for the role of creating and writing the training documents for troubleshooting fixes on a variety of the website platforms utilized.