Kaila Allen

*** ******** ****** 585-***-****

Rochester, NY 14609 ac0qpx@r.postjobfree.com

Objective

To leverage my 2+ years of technical support experience and customer service skills to provide customer service as a Desktop Support Representative for Infojini. Experience

Sutherland Global Services

December 2014 - PRESENT

Enterprise Support Analyst November 2015 - Present Responsibilities: P rovide support for a major MDM (Mobile Device Management) vendor by responding and resolving support tickets, meeting SLA and SLO requirements, scheduling meetings, and handling inbound calls. Assist clients with configurational technical and product specific inquiries. Open Scope Technical Support M ay 2015 - November 2015 Responsibilities: A ssist customers with technical issues on Windows and Mac OS including viruses, Blue Screens and other operating system errors. Troubleshoot Mobile Devices, Smart Phones, Printers and other Computer peripherals. Adhere to Client Expectations and policies for phone metrics, to ensure a positive customer experience.

Customer Support Representative D ecember 2014 - April 2015 Responsibilities: P rovide support for a financial institution. This involves assisting CPA’s with software issues and errors relating to the Proseries product. Expedite the filing of taxes and customer questions or concerns. Education

Canandaigua Academy - N YS Regents Diploma

September 2010 - June 2014

Member of Canandaigua Academy Women's Choir

Skills

2+ years experience with SalesForce .Familiar with use, support, and troubleshooting of the Windows operating system and Microsoft Office products.. Able to communicate effectively while remaining personable, approachable and willing to work as part of a team. Accustomed to working with customers of various skill sets.