Alex Wallace Jr
@alexwallacejr
Highly motivated customer service professional with conflict resolution expertise.
United KingdomWhat I'm looking for
I am a highly motivated and dependable individual with extensive experience in customer service and conflict resolution. My ability to motivate staff and resolve customer and employee queries has consistently ensured satisfaction through effective problem-solving. I thrive in high-pressure environments and am proficient in resource allocation, planning, budgeting, time management, and project administration.
Throughout my career, I have demonstrated strong communication skills and a commitment to excellence. At 1Password, I served as the first point of contact for customers, successfully resolving 90% of issues on first contact, which significantly improved overall customer satisfaction. My previous roles at IBM and ASOS further honed my skills in IT support and customer relations, where I achieved a 95% customer satisfaction rating and consistently met service level agreements.
Experience
Work history, roles, and key accomplishments
Platform Specialist
1Password
Aug 2023 - Nov 2023 (3 months)
Served as the first point of contact for customers, addressing a wide range of issues from application troubleshooting to billing inquiries. Utilized excellent communication skills to guide customers and provide value-driven solutions, achieving a 90% resolution rate on first contact.
Windows Specialist
IBM
Jul 2019 - Jun 2023 (3 years 11 months)
Performed problem determination and resolution for desktop hardware and software issues. Enhanced customer communication through regular interaction and managed incidents using ServiceNow, achieving a 95% customer satisfaction rating.
IT Service Desk Analyst
ASOS
Jan 2019 - Jul 2019 (6 months)
Monitored call queues and managed incidents from inception to resolution while ensuring compliance with service policies. Configured user profiles and provided remote assistance, consistently meeting SLA targets.
System Support Technician
John Lewis
May 2015 - Jan 2019 (3 years 8 months)
Provided first-line support for branch IT, raised and resolved tickets using ServiceNow, and conducted projects including server upgrades. Developed training programs for new IT staff, reducing onboarding time by 25%.
Education
Degrees, certifications, and relevant coursework
UHUniversity of Hertfordshire
Bachelor of Science, Computer Studies
2006 - 2007
Studied Computer Studies with Multimedia, focusing on the integration of technology and multimedia applications.
St. Joan of Arc Catholic Secondary School
A-Levels, ICT and Business Studies
2004 - 2006
Completed A-Levels in ICT and Business Studies, gaining a strong foundation in information technology and business principles.
West Herts College, Watford
A-Levels, Science
2003 - 2004
Completed A-Levels in Biology, Chemistry, and Physics, providing a solid understanding of scientific principles.
Rickmansworth Secondary School
GCSEs, General Education
1999 - 2003
Achieved 10 GCSEs including Science, ICT, Maths, and English, laying the groundwork for further education.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
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