Customer Support Software Tester

Courtney Elizabeth Harr

*** ***** ****** *******, ** 37620

Cell: 423-***-****

Email: adu59i@r.postjobfree.com

EXPERIENCE

Sutherland Global LLC, Pittsford, NY - September 2020 - Current Advance Technical Support

● Answered inbound calls from AT&T customers, Retail & other employees

● Troubleshooted issues with mobile/wireless devices (cell phones, ipad/tablets, smart waters, & wireless internet/phone routers)

● Followed troubleshooting guide to determine if issue was device, service, or end user related.

● Activated new devices & walked customer through proper setup

● Made changes to device(s), customer’s account, and/or wireless plan

● Provided necessary credits or adjustments due to device issues and time customer was without a proper working device and/or service

● Answered questions and explained bill, wireless plan, etc, in details

● Created tickets for any issue that couldn’t be resolved and further investigating & research was needed

● Made callbacks when a call was disconnected prematurely. Scheduled callbacks to follow-up & ensure the customer was completely satisfied with the outcome of our previous call.

● Documented each account in detail. Including the person calling, reason for call, steps taken to resolve issue(s), and anything else done/discussed during interaction with customer. AP Black Dymond Enterprise, Atlanta, GA - January 2019 - September 2020 End User Specialist /Video Tech Support

● Hardware Imaging

● End User Support

● Troubleshooted & repaired technical issues

● Explained how to use equipment correctly & the benefits of such equipment

● Updated equipment details or added/removed equipment from customer's account

● Setup and scheduled in-home tech appt for customers having new services installed or on going issues The AAM Group, Piney Flatts, TN - August 2018 - November 2018 Software Tester/Customer Support,

● Tested Amazon like system called Pace (created to host & sell aftermarket parts & accessories for the automotive industry) for quality, errors, and functionality

● Created Test Cases for said testing to explain what I tested, how the system worked, and the result I received, pass or fail

● Monitored Ticket system within Pace for tickets created by customers concerning issues, expectations, questions, etc.

● Completed first-hand resolution on tickets when possible. Assigned other tickets to corresponding team members when more information was needed, or enhancements were requested

● Answered phone calls and emails from clients with questions, issues, and requested updates

● Created daily report of visual quality of Pace system

● Created report twice a week to ensure AAM was receiving data (inventory/parts, qty, & prices) from our clients

(warehouses)

● Created monthly reports of completed and upcoming work with any current or foreseeable issues.

● Provided training and feedback when Pace system was updated or new employees were hired

● Attended weekly meeting with Development team to discuss anything Pace related

● Attended various meetings with new and current Vendors to show them what AAM could do to better their business.

Flextech Solutions, Bristol, TN - August 2017 - August 2018 RTV Supervisor,

• Sorted products by the manufacture requirements i.e (Sku, sealed, unsealed, and other regulations set by T - Mobile)

• Packaged products according to the quantity set by the department

• Attended daily meeting to review production goals, potential business, and staffing needs

• Compiled weekly and monthly reports for the production manager showing what the department had accomplished that week including quantity of product shipped Agero, Blountville, TN - June 2016 - December 2016 Kia Customer Care/Team Lead,

• Assisted manager with daily tasks i.e ( compiled metric reports, reviewed calls with agents for quality & accuracy, and any other day to day tasks assigned by my Manager, as needed )

• Assisted customers with complex and high stress situations to help deliver an exceptional customer service experience

• Required to meet certain metrics each month on scorecard i.e (handle time, customer satisfaction surveys, and production hours)

• Coached agents that were underperforming to help meet the required monthly goals Ingram Micro Mobility, Johnson City, TN - July 2005 - June 2015 Systems Process Analyst, June 2013 – June 2015

• Tested production systems created by our Application Developers (15 Production Systems, all with 15-20 mini programs within)

• Created Test Cases for any testing I did. It required step by step instructions explaining how to test the particular system and program(s) within the system.

• Created Documentation used in Production from the time the product was received in till it was shipped out. The documentation was broken down by each system. It was step by step instructions, including screenshots, explaining how to use the particular system and each program within the system.

• Created weekly reports for the IT manager and other department managers to go over. Reports included Help Desk (IMServe) tickets created for each of the Mobility Application Developer’s teams and our BI (Business Intelligence) team, over the last 6 months. It was created using MS Excel and was broken into separate tabs per team, and/or team member. In total the report consisted of 20+ tabs. One of which consisted of the collected data being displayed in graph form.

IT Quality Coordinator, August 2011 – June 2013

• Reviewed Help Desk tickets for the Mobility Application Developers’ Teams

• Resolved tickets I could first hand and assigned all other tickets to the proper App Dev team member

• Created weekly reports for the App Dev Team Lead of all open tickets per team and the current status of those tickets.

• Went over tickets with each App Dev team during morning meetings

• Gathered information needed from the App Dev team to complete any open tickets possible. IT Help Desk Supervisor, July 2008 – June 2011

• Managed day-to-day Helpdesk requests/tickets, Escalated issues to the proper personnel and followed up with each and every ticket for the best possible resolution.

• Worked closely with IT Staff to identify and suggest resolutions and improvements to production systems

• Maintained all spare computer equipment, loaned out equipment, and did allocation, as needed.

• Maintained excellent Customer Service experience via telephone, through email, and face to face every day

• Was responsible for maintaining up to date knowledge on computer software, hardware, and systems

• Worked closely with end users and IT Management to improve end user knowledge and improve IT processes

• Was on call every other week, including weekends and holidays, for after hour IT emergencies EDUCATION

SULLIVAN CENTRAL HIGH SCHOOL, Blountville, TN

High School Honors Diploma, 2005

TECHNOLOGY

Certifications Completed:

Microsoft Gold Certified – Supporting Users Running Windows XP Operating System Microsoft Office, Outlook 2007, Level 1-2

Microsoft Office, Excel 2007, Level 1-4

Microsoft Office, Word 2007, Level 1-2

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