Markita Parson
West Point
Summary
Dynamic Technical Support Engineer with a proven track record at Verizon, adept in technical troubleshooting and fostering customer loyalty through empathetic service. Excelled in diagnosing complex issues and implementing solutions, enhancing data security and customer satisfaction. Skilled in communication and problem-solving, consistently achieving high case closure rates.
Overview
13
13
years of professional experience
Work History
Technical Support Engineer
Verizon
02.2021 - 10.2024
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Customer Service Representative
Asurion
08.2015 - 07.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Sitel
11.2011 - 12.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Counseling Two Career -
Emcc
Mayhew,Ms10.2015
High School Diploma -
West Point High School
West Point, Ms 05.2006
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application supports
- Strong communication skill
- Very strong reading and typing skills
- Exceptional ability to listen to and understand information
- Ideas presented through spoken words and sentences
Timeline
Technical Support Engineer
Verizon
02.2021 - 10.2024
Customer Service Representative
Asurion
08.2015 - 07.2017
Customer Service Representative
Sitel
11.2011 - 12.2014
Counseling Two Career -
Emcc
High School Diploma -
West Point High School
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