Technical Support Data Entry

Professional Summary

Skills

Work History

APRIL STEWART

Westminster, CO 80031 303-***-**** *************@*******.*** Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Approached each day and unique challenges with enthusiasm, patience and humor. Network Infrastructure Monitoring

Technical Support Triage

Support Ticket System Management

Technical Documentation

Staff Training

Data Entry

Relationship Building / Collaboration and

Teamwork

Friendly, Positive Attitude

Attention to Detail

Documentation and Recordkeeping

New Hire Orientation

Team Leadership

NSD Tech II Jan 2016 - Current

Comcast

Monitor devices within HEs/HUBs to ensure they are performing within established levels and escalate anything that is out of scope

Stay updated on new processes and evolving role definitions, maintaining a positive and flexible mindset while embracing change

Quickly involve the appropriate management, field, or technical support teams to ensure timely resolution and optimal functionality of customer services Oversee both minor and major service disruptions, ensuring thorough and accurate ticketing, proficient bridge management, documentation, and effective troubleshooting Additionally, participate in panels to contribute insights on process changes and share best practices. HFC Tech II Jan 2012 - Jan 2016

Comcast

Assessed and resolved network outages, orchestrating collaborative troubleshooting efforts among teams, and meticulously maintaining logs during bridge sessions for subsequent review purposes Contributed to maintaining a robust network for customers by collaborating with network technicians and coordinating with HUBs/HEs

Education

Effectively handled a diverse range of tickets, participated in various maintenance activities, and supported the team during challenging situations by maintaining composure and focus, ensuring the delivery of optimal customer service

Oversee both minor and major service disruptions, ensuring thorough and accurate ticketing, proficient bridge management, documentation, and effective troubleshooting. ATS Jan 2011 - Jan 2012

Comcast

Addressed (VOIP) CDV feature issues by closing the loop within the backend of diverse tools and databases

Conducted thorough follow-ups with customers to verify functionality and resolution. Agent Help Desk Jan 2010 - Jan 2011

Comcast

Provided support to non-technical internal users through desk-side support services Coached and trained end-users on functions, features, and basic troubleshooting Managed high levels of call flow and responded to call center technical support needs Devised solutions to operations issues related to the call center environment, working closely via phone, email, live chat, and web teleconference.

All Product CAE Jan 2008 - Jan 2010

Comcast

Delivered technical support across all Lines of Business (LOBs) for customers, consistently staying informed about departmental changes to operate at the highest proficiency level and excel as a top performer for my team

Prioritized customer needs and consistently followed up to ensure satisfaction. Administrative Assistant Jan 2004 - Jan 2010

Coldwell Banker/Toni Keener

Executed a record filing system to improve document organization and management Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors Managed a relational database to store information for reference, reporting, and analysis Updated spreadsheets and databases to track, analyze, and report on performance and sales data Generated reports and typed letters in Word and prepared PowerPoint presentations. May 2001

Denver, CO

Associates Of Applied Science Degree: Video Production: Video & Audio Production Colorado Art Institute

May 1998

Gilpin County, CO

Diploma

Gilpin County High School

Contact this candidate