Technical Support Customer Service

Jennifer Hoerning

Phone: 920-***-**** ******.*********@*****.***

Strengths

Nearly ten years of Information Technology experience in increasingly responsible positions involving troubleshooting with solution documentation. Passion for building team relationships and individual potential. Highly efficient in managing multiple priorities in relation to time management and customer service.

Trained and mentored team of nine and aided in hiring process. Highly developed organizational skills with great attention to detail. Proficient Technical Skills in Adobe software and Technical Suite, MS Windows and Office Professional software programs, IE based websites, in-house and 3rd party developed software development and support, application configuration, Group Policy/Active Directory networks and permissions, and workstation engineering. Looking for a new opportunity to bring business to the next level.

Experience

Technical Writer

CIOX Health

June 2016 to February 2017

Document all product and processes for CIOX Health

Excel at working with subject-matter experts to gather information, identify relevant data and audiences, and write documents that are clear and user friendly.

Thorough knowledge of top ROI/HIM competitor: CIOX Health.

Outstanding technical skills. Adept with formatting programs and content management systems.

Technical Support Engineer Team Lead

CIOX Health

January 2013 to July 2016

Team Lead for Technical Support Engineers and Administrative Assistants

Aid in the hiring process and implement/lead all new staff training.

Document all IT processes and product Knowledge Based Articles to increase resolution efficiency to meet and exceed the client contract.

Monitor staff coverage in comparison to business goals and call volume.

On demand availability 24/7 for complex support tickets and escalated phone calls.

Troubleshoot and resolve all software used by the business and client.

Technical Customer Care/Home & Office Agent

Disney Movies Online – Alta Resources

September 2010 to January 2013

Technical, Billing, and General Customer Care Support for Streaming Technologies

Assist in setting and achieving support standards for the launch of new services. Work closely with focus groups to improve the client’s guest experience in regards to web site development.

Represent the client and self-motivate as a Home Agent providing adequate coverage for the client’s needs.

Experience and knowledge of hardware, network, and digital streaming technologies.

Technical Customer Care/Office Agent

Walt Disney Studios Distribution – Alta Resources

August 2008 to

January 2013

Technical Support for Digital Copy, Home Entertainment Technologies

Experience and knowledge of digital downloads, file structure, device transfers/compatibility, Blu-ray, DVD, and streaming technologies.

Enhance product knowledge to identify, solve and prevent possible complications for both the client and their guests. Measured by team growth and new business.

Meet, maintain and exceed quality service standards for client and the business.

Learn, organize, train, and implement product information.

Education

Madison Area Technical College

Marketing – Associate Degree; GPA 3.8

2004 – 2006

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