Norman Davis Email & Phone Number

Dallas, Texas, United States

Answer incoming support calls and emails- Troubleshoot and resolve customer issues including product installation/configuration and device setup- Diagnose and correct customer issues remotely for both server and client machines- Create trouble tickets with detailed professional notes for each issue- Assist in creating technical documentation- Handle project handed off for tasks that can not be done during typical business hours.- Assist other internal departments with technical problems and configuration issues- Support clients with Citrix installs and troubleshooting - remove/Add clients in active directory - host and manage client emails

United States

Perform post-sale, on-site technical support on software products.Handle installations, upgrades, testing, and/or maintenance.Provide guidance to clients on function, usage, and operation of products.Possess excellent level of product knowledge.Serve as liaisons between the organization and customers.Convey customer feedback to technical design and engineering staff.Recognized as expert in field, knowledgeable of emerging trends and industry practices.Conducts the most complex and vital work critical to the organization. Works without supervision.

Plano,Tx

 Provided computer Helpdesk support via telephone communication with end users Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets/resolutions Create Helpdesk documentation with step by step instructions on problem resolving techniques Analyze and troubleshoot software , hardware, Citrix Applications , and Business Applications Install Operating System, Software, Patches, and Business Applications Use Remote Assistance to access end user’s desktop/laptop for troubleshooting Troubleshoot/ Support wireless devices such as IPad , IPhone, and Androids including Applications Provide End Users extended support if necessary Exceed team goals every period

Richardson, Texas

● Demonstrated mastery of customer service call script within specified timeframes. ● Developed effective relationships with all call center departments through clear communication. ● Maintained all goals and customer service standards by keeping high KPIs ● Utilized numerous software, tools, ad applications to resolve complex issues ● Built customer loyalty by placing follow-up calls for customers who reported product issues formulated and enforced service center policies, procedures and quality assurance measures. ● Collected customer feedback and made process changes to exceed customer satisfaction goals.

Bachelor'S Degree, Management Information Systems And Services, 2.89

Activities and Societies: Member of the Langston University Football Team

Bachelor Of Business Administration (Bba)

Activities and Societies: Football Team