Technical Support Customer Service
Resume:
Kristina Taylor
Contact
**** ****** *** **., *********, TX 75134
Wonderwoman8186@gmail.c
om
Profile
Career Focus: To obtain a help desk/Service desk position with your company, where my troubleshooting, typing, and technical proficiency will help to maximize departmental efficiency.
Experience Summary
I have had extensive knowledge of Microsoft Office and Excel (15 years)
Experience - 7 years of management experience. 15 years in customer service, as well as cash handling, 7 years of technical support, and 3 years of quality assurance.
Practiced in fulfilling support roles through phone
Results - Knowledge of how to give the customer a great and welcoming experience, making them want to come back
Performance - Recognized for giving excellent and quality service; very hard-working and an awesome team leader
Have functioned as a help desk level one technician, and enterprise help desk As a team lead I make the schedule for the agents, do the monthly billing for the client, complete all weekly reports and take care of all escalations. Technological Skills
Proficient with a vast array of software and technologies, including: Microsoft Excel Microsoft Word PC Hardware
Citrix Windows 98 to 10 Microsoft Outlook
Mobile Phone Repair Quality Assurance Enterprise Help Desk ITIL Training Active Directory VPN
Current Work Experience
GTS Technology Solutions September 2016 - current
Service Desk Specialist Irving, TX
- Provide technical assistance to users for a wide range of computer systems, software, network setups, hardware, and peripherals.
- Providing service desk responsibilities as and when it is needed.
- Document and track the details of the problem within CA Service Desk
- Knowledge Article maintenance and modifications
- Ticketing reports for Knowledge Article Usage
D.R. Horton
June 2016 - July 2016
Fort Worth, TX
Help Desk Specialist/Service Desk
- Provide technical assistance to all users within D R Horton for a wide range of computer systems, software, network setups, hardware, and peripherals. Providing service desk responsibilities as and when it is needed.
- Research and resolve hardware and software application problems.
- Document and track the details of the problem, both status and resolution within Track-It. Convergys October 2015-April 2016
Team Manager for Level Three Networking Engineers Dallas, TX
- Work with the Operations Managers and Director of Operations and Floor Leaders to develop a
"Daily Task List" designed to focus team members on results-oriented behaviors and activities.
- Run reports, analyze trends and assist in creating action plans that determine a solution. Champion the "Customer First" mentality.
- Collaborate with engineers and/or technical support staff regarding escalations and use technical expertise to help strengthen each engineer and/or technical support team member both technically and professionally.
- Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
- Consistently monitor engineers and/or technical support staff to proactively identify potential problems, technical gaps, and gaps with trouble shooting and problem solving ensuring appropriate parties are engaged through to resolution.
- Conduct engineer and/or technical support staff skills assessments, performance analysis, and technical proficiency gap analysis.
- Work with Client Services, Training, Quality and other departments in support of ongoing agent/engineer training and certification.
- Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.)
- Ensure policy adherence and performance metrics are achieved.
- Coaching the agents incase they donot meet the SLA.
- Partner with the Floor leader in addressing employee issues that require liaison with others.
- Use and promote Company / project recognition programs and understands the direct correlation between recognition and retention.
- Demonstrate flexibility by working varying shifts and responding to unanticipated events.
- Interface with the client at an appropriate level as needed.
- Assist in the support of a redundant service model including providing backup to the team and department as needed including being on call (Duty Phone).
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements. Fujitsu
April 2012 – October
2015
IT Support/ Team Lead – Entreprise Service Desk Richardson, TX
Make the schedule for the agents
Monthly billing for the client
Create, update and maintain the Knowledge Base Articles
Grade agents tickets for grammar, proper format and required documentation
Complete all weekly reports required by client
Involved in weekly client call
Take charge of all escalations that come in for our desk Meeting the SLA as defined.
Approve time sheets for agents
Managed a team of 25.
Provide internal team member support through phone and email Making weekly reporting, schedule, vacation, billing for the client. Also trained the members in my team .
Responsible for adhering to internal quality processes. In charge of the team handling the troubleshooting issues related to service desk /helpdesk
Ensure personal adherence with departmental metrics, including call time and first-call resolution
Performing AD/Active directory, VPN and mainframe experience, as well as password resets.
Performing daily reports as well as reviewing tickets for errors.
Performing QA for agents calls to ensure quality.
Troubleshoot errors with thin clients, outlook as well as internal software for the client.
Ensuring technicians come out to the locations when needed. POS Troubleshooting for TJX locations.
Work Experience, Continued
Maestro Personal Assistants April 2011 – November 2011 Supervisor Carollton, TX
Provide internal team member support through phone and email, as well as, overseeing that the agents are doing the same.
Responsible for adhering to internal quality processes.
Ensure personal adherence with departmental metrics, including call time and first-call resolution
Performing three query audits a week, per agent.
Performing three call critiques a week, per agent.
Perform in-depth hardware and software troubleshooting
Assist neighboring agents with resolving technical support incidents
Day to day includes: Users with laptop issues, including connecting to our network, accessing email through outlook and exchange, as well as hardware and software errors.
Day to day includes: Assisting our Field Support with connecting to the wireless at the store locations, problems with their laptops, both hardware and software. Assisting with their ability to connect to their email through their blackberries. Telvista March 2010 - February 2011
Mentor/Team Lead Irving, TX
Monitored agent interactions to ensure quality adherence
Coached agents, when necessary, in proper interaction and etiquette guidelines
Trained new agents in order to maintain consistency in interaction quality
Dispatched maintenance calls
Provided support guidance, through being assigned to the department's mentor line
Completed on-boarding tasks for new agents, including paperwork and administrative duties Dick’s Sporting Goods October 2008 - February 2009 Web Support Birmingham, AL
Handled transactions for customers within the store.
Straightening clothing.
Seasonal Job.
Teletech August 2007 - January 2008
Level Three Desktop Support Fairfield, AL
Technical support representative for HP
Assisted Customers with hardware issues for their personal computers and laptops.
Assisted customers with connectivity issues.
Assisted customers with transfers from Windows XP to Windows Vista. SITEL January 2007 - August 2007
Customer Service Representative Birmingham, AL
Assisted Customers with Billing questions
Assisted Customers in troubleshooting their wireless phones. McDonalds November 2003 - May 2005
Manager Pelham, AL
Managed 3-10 employees while functioning as overnight manager
Charged with cash handling duties
Ensured food and service quality
Maintained stock levels, cleanliness standards, and food-handler guidelines
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