JM
Joshua McDaniel
- | E:-Fridley, MN 55432
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
Critical-thinking Technical Support Agent effectively resolving technical
issues through troubleshooting and knowledge base utilization. Offers
outstanding skills in Typing and computer savvy.
Student at Kenzie Academy for Software Engineering.
Ability to type 80-100 WPM
Computer-savvy
Customer Service-oriented
Call Center Experience
Troubleshooting proficiency
Windows XP/Vista/macOS
/iOS/watchOS knowledge
Information Technology
TECHNICAL SUPPORT ADVISOR
06/2019 to CURRENT
Kelly Services | Virtual, MN
Improved customer satisfaction scores through application of superior
conflict resolution and problem-solving skills
Built and provided basic end-user troubleshooting, iOS/watchOS and
desktop support on Windows, Mac systems
PRODUCT SUPPORT SPECIALIST
02/2019 to 04/2019
Concentrix | Virtual, CA
Reviewed customer data to assess current issues
Answered 40+ inbound calls per day and directed to designated individuals
and departments
Provided product support for Intuit TurboTax online
CUSTOMER SERVICE REPRENTATIVE
10/2018 to 02/2019
ARGO Contact Center | Virtual, ME
Answered 40+ inbound calls per day
Assisted online users via live chat, web conference and phone to resolve
issues related to TALON drone usage
Built client base and promoted products to new and existing clients
Kept detailed and updated records of calls in physical and electronic
databases
TECHNICAL SUPPORT REPRESENTATIVE
01/2018 to 10/2018
SYKES Enterprises Inc. | Virtual, FL
Created new accounts, reset passwords and configured access to servers
and file management software for users
Set-up and configured new employee work stations on the software end
Installed software updates and patches on Mitchell Download Manager and
Mitchell Estimating to maintain the best performance of the program
Provided Live remote assistance with full control of the customer's
workstation/server
Collected and input case data into SalesForce database
SOLID WASTE DEPARTMENT
04/2016 to 04/2017
City Of Thomasville | Thomasville, GA
Traveled to disposal sites to dump refuse and recyclable materials into
appropriate locations
Dismounted and remounted trucks smoothly to maintain safety standards
and tight schedules
Developed exceptional attendance record with special attention to
punctuality and preparation to work upon arrival
HUMAN RESOURCE SPECIALIST - 42A
06/2012 to 08/2013
United States Army | N/A, N/A
Handled the updating of employee records for hiring, terminations, transfers
and promotions
Answered employee questions regarding Benefits and eligibility and
resolved any issues
Performed various administrative tasks including answering the phone for
the office
Maintained soldierly duties such as Physical Fitness, Rifle Marksmanship,
Land Navigation, Field Training Exercises and Drill & Ceremony
EDUCATION
High School Diploma
Thomas County Central High School, Thomasville, GA
04/2012
