Michael Rood
Chattanooga,TN
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Mike Collins and Associates
04.2024 - Current
- Provided technical support and troubleshooting for hardware and software issues to enhance user experience.
- Managed service requests and incidents using ticketing systems, ensuring timely resolution and communication.
- Engaged in user support interactions via telephone, chat and email platforms.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Manage on average 30-40 calls per day and 25-30 same day ticket closures
Sales Specialist
Verizon
01.2023 - 04.2024
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Built strong client relationships through consistent communication and effective problem solving.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
- Responsible for opening and closing store, as well as counting nightly cash deposits
Certified Sales Advisor
Best Buy
07.2019 - 01.2023
- Assisting customers in finding the right technology to fit their needs across many fields including: Computers, Home Theater, Smart Home, and Mobile Carrier activations
- Working with cellphone companies such as Verizon, AT&T, and T-Mobile to handle customer issues.
- Managed inventory levels, ensuring product availability and timely restocking of merchandise.
- Trained new team members on sales techniques and operational procedures to improve performance.
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Increased sales by offering advice on purchases and promoting additional products.
Education
High school diploma -
Lake View Fort-Oglethorpe High
Fort Oglethorpe, GA05.2019
Skills
- Client relationship management
- Network troubleshooting
- Hardware troubleshooting
- Software support
- Account management
- Ticketing systems
- Customer service
- Desktop support
- Issue and resolution tracking
Timeline
Service Desk Analyst
Mike Collins and Associates
04.2024 - Current
Sales Specialist
Verizon
01.2023 - 04.2024
Certified Sales Advisor
Best Buy
07.2019 - 01.2023
High school diploma -
Lake View Fort-Oglethorpe High