Frederick Leonard

I am 36 years old, and I have a passion for helping others with technology.

Tech Support | Kellyconnect – Remote March 2018 – March 2023

• Did level T2 Technical support for Applecare customers.
• Troubleshot Macs, iPads, iPhones, Apple Watch and Apple services and Applications. • Ensure prompt and quick resolutions for customers’ issues.

Tech Support | Tele network - Remote Nov 2015 – March 2018

• Diagnosed troubleshoot DSL, Fiber and FIOS issues for Frontier Communication customer. • Remote desktop sessions for diagnosing computer issues.
• Ensured prompt and quick resolutions to each and every customers issues/concerns.

Researcher/IT Support | Smith Associates - Margate, FL Feb 2014 – Oct 2015

• Diagnosed and repaired hardware problems, completely built computers, troubleshot technical problems, and installed software applications
• Found and researched leads for clients that were scammed in online business opportunity, also developed and organized excel spreadsheets
• Ensured proposals and services were delivered in a professional and timely manner
• Prepared proposal packages, database management, prepared and processed orders, and provided support to sales representatives.

Sales Associate | BestBuy - Fort Lauderdale, FL July 2013 - Feb 2014

• Provided support to internal and external sales teams to ensure that the customers’ needs are being met
• Was a team player with a reputation for providing excellent customer service and the tenacity to work with demanding clientele
• Assisted patrons in making purchasing decisions by providing accurate and up to date information.

Advisor | Teleperformance - Fort Lauderdale, FL April 2012 - June 2013

• Assisted Apple computer customers with technical support on iPods, iPads and iPhones; Also up-sold the AppleCare Protection Plan
• Maintained an efficient working environment and quickly resolved customer issues • Researched resolution methods for difficult inquiries.

Customer Service Specialist | New Corp - Meridian, MS Oct 2008 - April 2012

• Assisted customer of all ages ranging from elderly to young adults, guiding them through varies steps in resolving the technical problems they were experiencing with their equipment.
• Used hardware schematics to more easily guide each customer through the correct route of the issues final resolve.
• In the event, we were unable to resolve the issue. I would then proceed to schedule a service call for the customer to have an onsite tech to determine the final root cause of the problem.

Information Technology 2017 – 2019 Broward College North - Fort Lauderdale, FL

AA in Computer Animation 2005 - 2008 Collins College - Tempe, AZ