Raymond Crawford IV
Columbia
Summary
IT professional with extensive experience at Planned Administrators Inc., specializing in technical support and network troubleshooting. Demonstrated success in resolving complex issues and improving customer satisfaction through effective communication and problem-solving. Proficient in Windows operating systems and committed to optimizing IT service operations.
Overview
21
21
years of professional experience
Work History
Tech Consultant/ Target Mobile/ DBO/ Trainer
Target
Columbia
05.2018 - Current
- Activated cell phones for customers, ensuring seamless connectivity and user satisfaction
- Maintained up-to-date knowledge of tech products to provide informed recommendations and support
- Diagnosed and resolved cell phone issues, enhancing customer experience and device functionality
IT Help Desk Technician
Planned Administrators Inc.
Columbia
12.2022 - 03.2026
- Provided technical support for software and hardware issues for end-users.
- Diagnosed and resolved network connectivity problems promptly.
- Facilitated onboarding of new employees by setting up IT systems and providing training.
- Collaborated with team members to streamline help desk processes and improve workflows.
- Instructed users on cybersecurity best practices and safe computing habits to enhance overall security awareness.
- Installed and configured new hardware, software, and peripheral devices.
- Monitored server performance metrics to ensure optimal IT service operations.
- Resolved complex technical problems through research or consultation with experts.
Pick/Stow/ICQA
Amazon
Columbia
09.2016 - 08.2017
- Picker: receive customer orders, locate and pick items in warehouse
- Stower: receive inventory, stock inventory on shelves
- Verified product quality standards to maintain customer satisfaction
Customer Service Representative
Verizon Wireless
Columbia
07.2014 - 05.2015
- Handled inbound calls on billing, service, and equipment inquiries
- Identified and assessed customer needs to provide tailored solutions
- Listen attentively and respond to customer inquiries
- Performed equipment troubleshooting to identify and resolve technical issues.
Phone Banker
Wells Fargo
Columbia
08.2013 - 07.2014
- Provided exceptional customer service to enhance customer satisfaction
- Resolved customer concerns through effective communication and support
- Offered tailored products to address customers’ financial needs
- Evaluated customer issues to provide effective solutions
Tier 1 Support
Time Warner Cable
Columbia
01.2011 - 08.2012
- Troubleshoot issues with cable, internet, and phone service
- Resolved customer inquiries regarding billing
- Coordinated work orders for in-home technician visits
Help Desk/ Computer Support
Palmetto GBA
Columbia
09.2008 - 01.2009
- Executed password reset procedures to swiftly restore employee access
- Troubleshoot and resolve employee computer and software issues
- Performed checks to verify functionality of computer and applications for uninterrupted workflow
- Created and assigned system passwords and phone logins to enhance employee access
- Update system database with changes to employee status
Customer Service Representative
Palmetto GBA
Columbia
11.2007 - 08.2008
- Assisted callers in selecting and enrolling in Medicare prescription drug plans, ensuring informed decision-making
- Delivered clear information on Medicare bill payments, enhancing customer understanding
- Directed calls to appropriate departments for detailed inquiries, facilitating efficient service resolution
Technical Support
Teleperformance USA
Columbia
08.2005 - 05.2006
- Diagnosed and resolved connectivity issues for business and residential customers, improving service reliability
- Resolved customer issues with Bellsouth DSL services
- Coordinated technician dispatch for on-site customer support to ensure timely issue resolution
- Supported businesses in establishing computer networks to enhance operational connectivity
Education
Bachelor of Science - Computer Information Science
Benedict College
Columbia, SC01-2008
Skills
- Technical support services
- Network troubleshooting
- Troubleshooting expertise
- Hardware installation
- Software configuration
- Network hardware setup
- Local area network (LAN)
- Wide area network (WAN)
- TCP/IP protocols
- Upgrade management
- Remote assistance
- Troubleshooting techniques
- Installation processes
- Windows operating systems
- Microsoft Office Suite
- Problem solving
- Service excellence
- Resolution methods
Timeline
IT Help Desk Technician
Planned Administrators Inc.
12.2022 - 03.2026
Tech Consultant/ Target Mobile/ DBO/ Trainer
Target
05.2018 - Current
Pick/Stow/ICQA
Amazon
09.2016 - 08.2017
Customer Service Representative
Verizon Wireless
07.2014 - 05.2015
Phone Banker
Wells Fargo
08.2013 - 07.2014
Tier 1 Support
Time Warner Cable
01.2011 - 08.2012
Help Desk/ Computer Support
Palmetto GBA
09.2008 - 01.2009
Customer Service Representative
Palmetto GBA
11.2007 - 08.2008
Technical Support
Teleperformance USA
08.2005 - 05.2006
Bachelor of Science - Computer Information Science
Benedict College