NAVION COOMBS
44 wavell Avenue, Kingston ,St.Andrew
Summary
Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software and framework.
Overview
9
9
years of professional experience
Work History
Technical Support Agent
Locanto.com
11.2020 - Current
- Supported small business customers via inbound technical support calls
- Assisted an average of 100 customers per day having account/profile and platform issues
- Researched client issues to resolve complaints promptly
- Displayed exceptional people skills and maintained a calm demeanor during every phone call.
Technical Support Representative
Realty Store
04.2019 - 10.2020
- Responded to client account questions, including billing and field service requests
- Recognize and respond to cross-sell opportunities presented in order calls or email requests.
- Investigated any reported issues and walked customers through scripted service protocols to rule out numerous problems, maintaining 95% of client satisfaction
- Maintained up-to-date knowledge of all company products, service procedures and offerings to properly assist clientele.
- Consistently exceeds expectations for customer satisfaction and call volume.
Technical Support Associate
Amazon
11.2015 - 08.2016
- Provide technical support to end-users of proprietary hardware (fire stick)
- Answer questions about product features and resolve user problems
- Document all issues and generate monthly reports detailing common problems and error trends
- Escalate service questions to appropriate client representatives
- Provide Empathy driven support to non-technical users, walking them through any scenario with accuracy in a timely manner.
Education
Azure Administrator Associate Certification - Help Desk / System Administrator
Microsoft
High School Diploma -
Jamaica College
Kingston, JamaicaSkills
- VPN/VPS aptitude
- Virtual Machine Configuration
- Azure Proficient
- Active Directory Proficient
- Windows 10/11
- MS Office proficient
- DNS Ethernet and Firewall proficient (Moderate)
- Familiar with Mac desktops
- Service-oriented
- Excels under pressure
- Meticulous and organized
Timeline
Technical Support Agent
Locanto.com
11.2020 - Current
Technical Support Representative
Realty Store
04.2019 - 10.2020
Technical Support Associate
Amazon
11.2015 - 08.2016
Azure Administrator Associate Certification - Help Desk / System Administrator
Microsoft
High School Diploma -
Jamaica College
Similar Profiles
Mereitta GayleMereitta Gayle
Server at McDonald'sServer at McDonald's
Timothy JonesTimothy Jones
Manager/Small Business Owner at Shalom Mediation CafeManager/Small Business Owner at Shalom Mediation Cafe
Kallai BestKallai Best
General Laborer at Turton's ConstructionGeneral Laborer at Turton's Construction
Gustavo Adolfo Lopez PesqueiraGustavo Adolfo Lopez Pesqueira
Technical Support Agent at TeleperformanceTechnical Support Agent at Teleperformance
Kelso LouwKelso Louw
Technical Support Agent at AfrihostTechnical Support Agent at Afrihost