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Fidmond Menton

l 2214 Seneca Drive, Dayton, TA 40124 l(350) 610-3735l fidmond.m55@gmail.com

summary

Eight (8) years customer service experience and desktop support coupled with strong academic training in business administration and computer technology. Experienced solutions and service-oriented technical representative with a passion for business, training and development.  Commitment to continually develop skills to increase an organization’s productivity and profit. Willing to volunteer to gain experience.

Education

Northern Virginia Community College     Sterling, VA                                                                Present

Old Dominion University       Norfolk, VA                                                                08/2009

Bachelor of Science: Business Administration

Major in Information Systems; Minor if Business Management

Activities: Phi Beta Kappa Honor Society and Phi Beta Lambda (Future Business Leaders of America)

Technology and Skills

Microsoft Windows (XP, Vista, 2007), Mac OS X, MicrosoftOffice 2007/2010, Oracle 9i/10g, SQL, Visual Basic.NET, C++, Type 60 WPM

Work EXPerience

Bank of America (Modis contractor)                                                                     11/2010 to 04/2011

Technical Support Representative

·        Member of the Printer Optimization Refresh program 

·        Performed printer installation, de-installation services and upgrades

·        Supported remote team installations with technical references and instruction

·        Received accolades for prompt project completions and for developing effective communication with remote site coordinators, project managers, and installation teams

Best Buy                                                                                                                     01/2011 to 04/2011

Technical Support (Geek Squad)

·        Technical support for PCs and peripherals in a very energetic, fast-paced retail environment

·        Initial point of contact providing review of customers’ product needs and possible solutions

·        Developed rapport to manage customer complaints and resolve issues satisfactorily

·        Promoted services and sale items; managed inventory

Office Depot                                                                                                           05/2010 to 10/2010        

Computer Specialist   

Technical support customer specialist for computer-related consumer items

·        Provided troubleshooting and Tier I/II support to identify customer issues; fix and/or escalate to resolution

·        Sold software, technical services, and add-on items

·        Created an efficient method to train new employees and decrease training costs

·        Trained new customer support technicians

·        Awarded Brand Ambassador in August 2010

HSBC - Household Retail Services                                                              07/2001 to 07/2004

Collections Representative

·        Customer Collections Representative for a fast-paced, high-call-volume collections call center

·        Negotiated and collected acceptable payments on delinquent accounts without intimidation tactics

·        Resolved disputes and customer complaints through successfully interfacing with other business units

·        Consistently met or exceeded collection performance/incentive goals

·        Exceeded issue-resolution goals, scoring between 90%-100%; far outperforming the average goals

·        Earned praise for consistently resolving challenging complaint calls with little to no manager intervention

Eastern Shore Community College                                                  06/1998 to 06/2001

IT Technical Support Technician

·        Provided networking/desktop support and account maintenance for students and faculty

·        Identified researched, tracked and monitored technical problems; provided prompt resolutions

·        Monitored computer labs and usage

·        Trained novice users to utilize PCs, software suites, and other hardware

·        IT instructor, designated during professor’s absence

·        Administered, scheduled, and proctored college placement tests

·        Researched, negotiated and purchased technology products

·        Collaborated with technology team to create policies and procedures and plan for future improvements

·        Produced support references, user handbooks other technical documentation

·        Earned recommendations for teamwork, flexibility, and work excellence in providing IT support to students and faculty

Volunteer and community service

·        Read to elementary school children during designated days at the public library.

·        Assisted families in self sufficiency programs with encouragement, educational resources, resume writing, managing, budgeting, and shopping with grocery gift cards, provided transportation for shopping or running errands, provided meals and childcare, read to children and encouraged interactive play with my children, and assisted with cleaning and preparation of resident's housing for inspection.  

·        Collected and donated coats and clothing to community shelters, Salvation Army, and thrift shops advocating social justice for domestic violence.

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