Customer Service Tech Support

Lee Kyle

Beaverton, Oregon

********@*****.***

CAREER SUMMARY

A dynamic customer service professional with accomplished communication abilities, in-depth troubleshooting savvy in software, hardware, and networking, as well as a customer service skill-set which will calm and persuade the most anxious customer.

CAREER EXPERIENCE

Parks Medical Electronics Inc - Aloha, Oregon April, 2021 to March, 2023

Technical Support Representative (Express Employment Pros, 10/20 - 4/21)

Resolved Parks 2100 SX/2 Flo-Lab issues via phone and email, utilizing troubleshooting, warranty and repair processes.

Standard procedure was to go the extra mile with the least hassle and expense to the customer and the highest possible satisfaction.

Performed backup I.T. and PC repair duties when the regular tech suddenly left the company.

Tools Used: Microsoft Office Suite including Publisher, Onenote and Teams; CRN Synergy and ERP PPT DB.

Kelly Services at Sage Software - Beaverton, Oregon November, 2019 to July, 2020

Associate Technical Support Agent: (Working from home since March, 2020)

Solved customer issues in Sage 300 and Sage 50 software via phone, email, and remote session.

Proven growth via quality feedback and consistently scored in top five percent in customer satisfaction surveys.

Success in handling numerous priority one escalations and level two technical and customer service situations.

Tools Used: Microsoft Office; Microsoft Teams; Cisco Finesse with Fusion CRM; Cisco WebEx Meetings; Microsoft ODBC Data Source Administrator; Microsoft SQL Server Management Studio.

Aerotek at Seterus Incorporated - Beaverton, Oregon July, 2017 to February, 2019

Delinquency Management Late Stage Specialist:

Loan servicing, from collections to determining rescue solutions based on the customer’s hardship.

Excelled at maintaining federal and company regulations, as well as quality assurance scoring.

My ability to soothe and assist made me a hero by the end of the call.

Tools Used: Microsoft Office; Sharepoint; Sametime; Citrix XenApp; Lotus Notes; Avaya synTelate; Black Knight MSP.

TargetCW at InFocus Corporation - Tigard, Oregon May, 2015 to October, 2015

Temporary Customer Support Specialist:

Support of all projectors, touch displays, video conferencing, and related software in multiple environments.

Hands on troubleshooting of cutting edge modern products and early legacy products.

Tech leads accepted my idea of instituting a newsletter to sync up everyone in current trends and support.

Tools Used: Microsoft Office; Zendesk; PuTTY; Logmein.

The Kroger Co, Fred Meyer, Inc - Portland, Oregon February, 2013 to April, 2015

Desktop Analyst:

Resolution of computer hardware, software, and peripheral issues for all Kroger associates.

Scored high in customer satisfaction and in management and team member reviews.

Impressed management by volunteering for Gemstore as a backup skill when no one else would.

Backup Portland Team Lead:

Added as back-up team lead where I proved my knowledge of call center supervision.

Managed assigning tasks, call volume, and all emergency and non-emergency support center situations.

Received a shout-out for my excellent assistance in a situation which involved law enforcement.

Tools Used: Microsoft Office; Outlook/Sharepoint; Skype; Lotus Notes; HP Device Manager; PC Anywhere; Citrix XenApp; TinyTerm; VMWare Service Manager; Lexmark, Canon, and Richoh remote support software.

Hey PC Guy LLC - Hillsboro, Oregon January, 2012 to February, 2013

Remote PC Tech:

Remote resolution of PC, Mac, Android and IOS issues, including set-up, peripheral set up, system cleanup, virus rescue, and system recovery.

Achieved a high success rate even with the extremely complex and catastrophic system and hardware issues.

Provided rockstar customer service as I teamed up with my customers to resolve their issues.

Tools Used: Microsoft Office; Sysinternals Suite; ComboFix; HitmanPro; Malwarebytes; Remote Call; Teamviewer; vTiger CRM.

LaCie Limited - Hillsboro, Oregon March, 2006 to January, 2010

Tech Support Representative:

Expert support of all LaCie peripherals and monitors in Mac, Windows, and Linux environments.

Excelled at maintaining a consistently low repair rate via creative and holistic troubleshooting techniques.

Volunteer tier support and resource for both new and senior team members, I was the go-to Windows guru.

Tools Used: Microsoft Office; AutoHokey; Glovia ERP.

Express Personnel Services at Sitel/Convergys - Hillsboro, Oregon November, 2005 to March, 2006

Customer Service Representative:

Marketing research to aide potential General Motors customers.

Provided purchasing and product support to prior, present and future General Motors customers.

Even hesitant customers would decide to purchase by the end of the call.

Tools Used: Microsoft Office. Internal product and research websites; CRM.

Employment Trends at Various Contracts - Portland Metropolitan Area October, 2004 to August, 2005

Customer Service, dispatch, and data entry:

Encompass Teleservices

Customer and technical support of T-Mobile services and cell phones.

AAA

Customer service and roadside assistance dispatch orders for AAA members.

Acumed

Service, support, and order entry for the Accumed products sales force.

Tools Used: Microsoft Office; Internal dispatching, call logging, and email applications.

Stream International - Beaverton, Oregon May, 2001 to July, 2003

Jetdirect Quality Service Technician:

Provided tier II resource and technical quality assurance coaching to senior network support agents,

Acted as team manager of the Jetdirect team in the absence of a permanent team manager.

Won the trust of Hewlett Packards service leads while performing duties beyond my role.

Tools Used: Microsoft Office; Vantive Oracle Sybase; Monitored ACD System (Aspect); Clarify Client Logging; Nice Universe Call Monitoring; Hewlett Packard support and product software.

Stream International - Beaverton, Oregon May, 2000 to May, 2001

Jetdirect Senior Network Support Representative:

Expert support of HP Jetdirect network printer cards in Windows and Novell Netware (versions 3x to 6x).

Great success troubleshooting product in very large corporate networks as well as small private networks.

Promoted early to QST due to my proven skills with customers, product and team members.

Tools Used: Microsoft Office; Vantive Oracle Sybase; Monitored ACD System (Aspect).

EDUCATION

The Institute Of Children’s Literature Correspondence Course: Vocational trade school diploma.

Portland State University: Electrical engineering and music theory, no degree.

GED: State of Oregon.

PERSONAL ACHIEVEMENTS

Great success scripting programs, utilities, and web pages in batch/powershell, vbscript, bash, NetImmerse C++, HTML, CSS, CGI, PERL, Javascript, and PHP.

Talented expert in Windows 3.1 through Windows 10, Mac OS 9x through 10.11, Android Jellybean through Pie, and Debian and Redhat based Linux systems.

Accomplished in the creation and maintenance of networks in multiple environments and in network methodology.

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