Donte Burks
@donteburks
I resolve technical support issues and lead customer service teams across broadband, hardware, software, and remote support.
United StatesWhat I'm looking for
I've supported Comcast Business customers at Support.com by diagnosing internet connectivity, networking, and equipment issues remotely, while minimizing service interruptions and meeting performance goals. Across Convergys and Dish Network, I've resolved broadband, DSL, satellite television, hardware, software, and escalated customer concerns.
I've also led and coached service teams, managed client cases at Clear My Case, and trained employees on procedures, quality, and customer service standards. My background combines hands-on troubleshooting, case management, process documentation, and customer relationship building.
Experience
Work history, roles, and key accomplishments
Pawn Broker
EZ Corp
Jan 2023 - Present (3 years 7 months)
Evaluate merchandise and determine loan, purchase, and resale values. Assist customers with loan transactions, purchases, and sales while maintaining accurate records and inventory documentation.
Technical Support Agent
Support.com
Aug 2020 - Dec 2022 (2 years 4 months)
Provided technical support for Comcast Business customers, diagnosing and resolving internet connectivity, networking, and equipment issues. Guided customers through troubleshooting procedures to minimize service interruptions and delivered high-quality remote customer support while meeting performance goals.
Lead Case Manager / Trainer
Clear My Case
Aug 2016 - Mar 2019 (2 years 7 months)
Managed client cases involving expunctions and non-disclosure filings. Trained and mentored new employees on company procedures and client service standards.
Customer Service Team Lead
Haynes Furniture Company (The Dump)
Oct 2010 - Mar 2011 (5 months)
• Managed customer inquiries regarding furniture deliveries and service issues.
• Coordinated with internal departments to resolve customer concerns efficiently.
• Escalated and resolved complex customer service matters.
• Maintained a strong focus on customer satisfaction and retention
• Managed customer inquiries regarding furniture deliveries and service issues.
• Coordinated with internal departments to resolve customer concerns efficiently.
• Escalated and resolved complex customer service matters.
• Maintained a strong focus on customer satisfaction and retention
Team Lead / Project Management Point of Contact
Convergys Customer Management Group
Nov 2006 - Apr 2009 (2 years 5 months)
Managed team performance, productivity, attendance, and schedule adherence. Coached customer service representatives to improve performance and quality metrics, and maintained workforce management reports and employee records.
Technical Support Specialist / Broadband Support Representative
Convergys Customer Management Group
Jun 2002 - Dec 2006 (4 years 6 months)
Assisted customers with broadband and DSL self-installation processes. Supported frontline agents with technical troubleshooting and issue resolution, handled supervisor escalation calls, conducted call quality audits, and participated in training initiatives.
Technical Support Representative
Convergys Customer Management Group
Nov 1999 - Dec 2000 (1 year 1 month)
Provided technical support for customers of a major computer manufacturer. Diagnosed hardware and software issues and guided customers through resolutions.
Computer Support Intern
Texas Parks & Wildlife
Jul 1999 - Aug 1999 (1 month)
Configured and deployed computer equipment, provided technical support and basic repair services, and performed testing and troubleshooting of computer systems.
Education
Degrees, certifications, and relevant coursework
DeVry University
Associate of Applied Science, Web Graphic Design
Completed an Associate of Applied Science in Web Graphic Design, focusing on web design and graphic design skills.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Donte?
You can contact Donte and 90k+ other talented remote workers on Himalayas.
Message DonteGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
