Daniel Wise

  • Fort Lauderdale Florida

CUSTOMER SERVICE & IT prOFFESIONAL

Achievements

    • Promoted to customer service manager . 
    • Promoted to subject matter 
    • Multiple technical awards for work performance.
    • Received award for customer service recognition and ability to work well with the other team members. 
    • Promoted to Customer Service Manager.  
    • Reduced technical escalations to management by 38% to only 12 per day.

Work History

Work History
Oct 2014 - Present

Desktop Infrastructure and Support Consultant

NEW YORK CITY BOARD OF EDUCATION
  •  Provided base level IT support to company personnel. 
  •  Resolved customer complaints and concerns with strong verbal and negotiation skills. 
  • Set up, tested and configured networks, desktops, laptops and printers.
  • Installed motherboards, processors, RAM and graphics cards. 
  • Oversaw the daily performance of computer systems, including [Servers]. 
  • Coordinated hardware and software repair processes with outside vendors. 
  • Resolved technical issues for clients in person, on the phone and through e-mail. 
  • Cut costs by 15% by negotiating with vendors to obtain supplies, services and equipment at lower rates. 
  • Trained 15 new employees in effective diagnostic and repair procedures. Performed diagnostic tests and repaired malfunctioning hardware and software. 
  • Created network diagrams for new and existing networks. 
  • Documented all aspects of client networks in preparation for implementing communication systems and associated applications. Handled multiple simultaneous deployment projects against strict deadlines. 
  • Identified areas of operation that need upgraded software, voicemail, and telephone equipment. Installed IP, network equipment and facilities.
  • Improved rate of resolved trouble tickets by implementing mdm.

Feb 2013 - Jun 2014

Customer Service Manager

walmart
  • Answered customers’ questions and addressed problems and complaints in person and via phone. 
  • Opened and closed the store, which included counting cash drawers and making bank deposits. 
  • Helped customers select products that best fit their personal needs. 
  • Maintained visually appealing and effective displays for the entire store. Exceeded personal sales goals for 2 quarters in a row. 
  • Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
  • Communicated merchandise needs and issues to appropriate supervisors in a timely fashion. 
  • Completed floor replenishment to guarantee size availability and promote customer satisfaction.
  • Offered direction and gave constructive feedback to motivate team members.
  • Held each team member accountable for achieving brand and performance goals. Built and maintained effective relationships with peers and upper management.
  • Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers. Marked clearance products with updated price tags. 
Sep 2012 - Feb 2013

Bench Tech

security computers
  • Set up, tested and configured networks, desktops, laptops and printers. 
  • Saved the company more than $3800 by refurbishing used computers and technological equipment. 
  • Resolved technical issues for clients in person, on the phone and through e-mail. 
  • Quickly replaced faulty parts and unit wiring and retested systems. 
  • Documented and reported each installation in company log book.
  • Mounted and fastened control panels, sensors and video cameras. 
  • Examined systems to locate problems such as loose connections and broken insulation.
  • Set up and installed drivers on printers, including dot matrix, Inkjet and Laserjet.
  • Installed all types of peripherals, including video cards, SCSI adapters and storage devices.'
  • Installed motherboards, processors, RAM and graphics cards.
  • Handled multiple simultaneous deployment projects against strict deadlines. 
  • Documented all aspects of client networks in preparation for implementing communication systems and associated applications. 
Nov 2010 - Jun 2011

Technical Support Representative Tier 3

Teleperformance 
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions. 
  • Built and maintained successful relationships with service providers, dealers and consumers. Processed an average of 150 inbound and outbound technical support calls. '
  • Helped customers track and ship packages, responding to an average of 150 calls per day. 
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries. 
  • Trained new employees and explained protocols clearly and efficiently. 
  • Support customers with online billing and account issues. Assisted customers with technical issues via email, live chat and telephone. Provided professional customer service consultations on virus Removal. 
  • Researched, resolved and followed up on customer issues. Maintained a calm, professional demeanor when faced with high demand, high volume workloads. 
  • Soft-sold additional services. 
  • Maintained records, logs and the lifecycle of work requests. 
  • Developed and maintained technical expertise in virus Removal. 
  • Researched, documented and escalated cases to higher levels of support according to internal procedures. 
  • Developed documentation for common processes for both support staff and end-users.
  • Created new account, reset passwords and configured access for users. 

Education

Education
Sep 2009

Automotive Master A.S.E

universal technical institute

Trade/Vocational

2009

G.ED

S.u.n.y Community college

High School Equivalent 

Skills

antivirus, Apple computers, Automotive, budgets, , hardware, credit, customer service, database, desktops, email, Inventory management, Inventory control, laptops, mentoring, Excel, Outlook, Windows, Windows XP, Microsoft Word, OS, organizing, peripherals, personnel, printer, printers, progress, Quick Books, recruitment, repairs, Sales, technician, Phone 8, phone, Troubleshoot, troubleshooting, Vista