Heather Kenney

Clover, SC

ad0sfm@r.postjobfree.com

+1-860-***-****

Dedicated, detail-oriented person looking to pursue career advancement through use of Administrative, Clerical, Technical and Management skills for achieving mutual growth and success. Work Experience

System Administrator

A Action Appliance Repairs, LLC - Manchester, CT

December 2019 to Present

• Onboard and train new CSR hires

• Work with general manager, service manager and office manager to implement and roll out new software and procedures for road technicians and office staff

• Run and organize monthly and specialty reports are needed for management team

• Work with management team to host company training and events

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

• Perform data backups and disaster recovery operations.

• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

• Escalate issues to 3rd party vendors as needed and monitor progress,

• Configure, monitor, and maintain end point management for all computers

• Configure, monitor, and maintain external security devices

• Monitoring computer compliance with security policies.

• Maintaining inventory of company-owned equipment

• Providing input on developing and improving IT policies and processes.

• Ordering 50+ parts daily from various vendors with direct shipping

• Working with technicians to identify correct parts using part break downs.

• Submitting warranty claims with manufacturers

• Tracking parts in transit

Office Manager

A Action Appliance Repair llc - Manchester, CT

January 2016 to December 2019

· Keeping inventory of office supplies and making purchases as needed. Maintaining office Calendar for employee time off requests.

· Authenticating technician bank deposits and create office bank deposits. Processed cash, deposits, as well as selected internal and external account payments.

· Processing payroll for a company with 20+ employees using ADP.

· Assisting General Manager in the hiring of new employees.

· Responsible for new employee onboarding.

· Cross-training and providing back-up for other customer service representatives when needed.

· Training new office employees in computer software and phone scripts.

· Coordinating company team building activities.

· Resolving service issues and shared benefits of additional products and services. Customer Service Representative

A Action Appliance Repair llc - Manchester, CT

November 2013 to January 2016

· Answer incoming calls and schedule appointments for service.

· Outbound calling to offer promotions to previous customers.

· Developing highly compassionate client relationships and developing an earned reputation for delivering exceptional customer service.

· Trouble shooting customer complaints and escalating to the appropriate managers if needed.

· Responsible for tracking and overseeing technician schedules and verifying calls are in the correct order.

· Handling multifaceted clerical tasks (e.g., data entry, filing, billing and deposits) as the assistant to the Management.

· Promptly responding to general inquiries from members, staff, and clients via telephone, mail, e-mail, and fax.

Nanny

Rebecca Thereault - Manchester, CT

August 2011 to September 2013

· Assisting in the care of two children in terms of dressing and bathing.

· Prepare formula and food.

· Provide CPR or First Aid in case of emergency.

· Encourage social interaction and providing stimulating learning environments.

· Supervise children’s activities and accompany them to activities.

· Administer medicines to children on instruction. Dispatcher

Edwards Answering Service - Manchester CT

October 2004 to June 2010

· Answering phones and taking messages.

· Process online orders and schedule appointments.

· Dispatching emergency calls to on-call clients.

· Training new employees on software systems.

· Handling client’s complaints and escalating to appropriate managers as needed.

· Per Diem supervisor overseeing 10 operators.

Education

GED

Manchester Public School - Manchester Connecticut

September 2013 to September 2013

Skills

• Asana

• Ability to work under pressure

• Freshdesk

• Problem solving

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets)

• Proficiency in Microsoft 365 admin center

• Self-Presentation and communication skills.

• Adaptability

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Zendesk

• Proficiency in Slack

• Problem analysis

• Network Administration

• System Administration

• Software Troubleshooting

• Computer Hardware

• Customer service

• Operating systems

• Typing

• Phone triage

Certifications and Licenses

Technical Support Fundamentals

March 2022 to Present

Coursera course

Introduction to Google Workspace Administration

August 2022 to Present

Coursera Course

Managing Google Workspace

November 2022 to Present

Coursera Course

Assessments

Working with MS Word documents — Proficient

July 2023

Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient

Basic computer skills — Proficient

February 2023

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Work motivation — Completed

July 2023

Level of motivation and discipline applied toward work Full results: Completed

Attention to detail — Proficient

February 2023

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Technical support: Customer situations — Proficient February 2023

Responding to technical support situations with sensitivity Full results: Proficient

Project timeline management — Proficient

July 2023

Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient

Call center customer service — Proficient

September 2023

Demonstrating customer service skills in a call center setting Full results: Proficient

Spreadsheets with Microsoft Excel — Proficient

July 2023

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Administrative support professional fit — Completed September 2023

Measures the traits that are important for successful administrative support professionals Full results: Completed

Sales skills — Proficient

July 2023

Influencing and negotiating with customers

Full results: Proficient

Technical support — Proficient

January 2023

Performing software, hardware, and network operations Full results: Proficient

Customer service — Proficient

July 2023

Identifying and resolving common customer issues

Full results: Proficient

Office manager — Proficient

July 2023

Scheduling and budgeting

Full results: Proficient

Retail customer service — Proficient

August 2023

Responding to customer situations in a retail setting Full results: Proficient

Scheduling — Proficient

June 2023

Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient

Customer focus & orientation — Proficient

July 2023

Responding to customer situations with sensitivity Full results: Proficient

Administrative assistant/receptionist — Proficient August 2023

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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