Dejuan Southe

Dynamic Technical/Customer Support Analyst with DependableIT, leveraging creative problem-solving and exceptional customer relations to deliver impactful solutions. Proven expertise in troubleshooting complex internet and device issues, enhancing user experience. Skilled trainer, fostering team resilience through innovative training methods. Committed to driving customer satisfaction and operational excellence.

Customer Service Representative at DependableIT (Cogeco) (2019-09 – Present)

• Answered inbound calls to greet and assist customers with various needs and questions.
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
• Resolved customer inquiries, complaints, and issues providing insightful solutions.
• Relayed new and relevant information to customers and followed up on promises.

Technical Support Trainer at DependableIT (Cogeco) (2022-01 – Present)

• Designed and conducted training sessions to enhance perception and decision-making skills.
• Oriented and trained onboarding and tenured staff on new, established and changed programs.
• Led training programs to foster teamwork, adaptability, and resilience among participants.
• Delivered virtual reality training simulations to allow trainees to practice skills in risk-free environment.

Technical Support Analyst at DependableIT (Cogeco) (2019-09 – 2022-01)

• Drew from extensive programming experience to solve technical problems and provide step-by-step guidance.
• Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.
• Coordinated with users and management teams to establish system requirements for specific software solutions.
• Followed predefined procedures to evaluate, solve, and escalate product-related issues.

High School Diploma – Cardinal Newman Catholic Secondary School (2016-06)