Technical Operations Analyst

Krystin Tucker Jacksonville, FL 407-***-**** – *******.*.******@*****.***

PROFILE

Dynamic, highly skilled professional with over 10 years of experience excelling in technical and customer service roles, providing the highest quality of work. Creative strategist, proposing and executing recommendations that improve productivity and enhance service delivery to meet or exceed customers’ expectations. Excellent communication skills, relaying project updates and key information to management, clients, and stakeholders. Core capabilities include:

Customer Focus Relationship Building Inventory Control Client Education / Training Vendor Relations

Time Management Problem Solving Technical Expertise Agile Method Shipping and Receiving

PROFESSIONAL EXPERIENCE

Tech Ops Analyst Expedia, Inc., Orlando, FL Apr 2015 – Present

Manage end-user support services in delivering high-quality customer service to Expedia Local Experts’ market.

Troubleshoot and resolve IT issues–POS equipment and internet connectivity–to client satisfaction.

Serve as local contact for IT vendors, including ISP, telephony, and AV, scheduling services and monitoring work.

Extend availability to complete installs, opening 8 Diamond Resort properties overnight.

Communicate with and update hotel management on projects and issue resolution.

Coordinate and work with concierge managers on IT desk initiatives, installing new hardware/software on-site.

Provide on-site support for other local teams, resolving technical issues to eliminate users opening tickets with Global Service Desk.

Reduce support costs and increase productivity, reliability, and resiliency, proposing new processes to push program updates to thin clients and purchase requests for new/used equipment upgrades.

Data Analyst, End User Support (EUS) Wyndham Vacation Ownership, Orlando, FL May 2013 – Apr 2015

Provided technical support and services, including software/hardware installations, migrations, and remediations, to multiple end users in corporate office and on-site hotels.

Assisted other departments in resolving server issues, traveling to clients’ hotel sites to update servers and reimage computers, and maintained list of properties needing upgrades.

Performed one-on-one staff trainings on using operating systems and software.

Created and backed up very large databases (VLDB) of corporate computers, customer information, and maintenance requests.

Verified information and software transferred to new servers/systems before removing old systems.

IT Specialist Siemens Energy, Orlando, FL Apr 2013 – Apr 2014

Supported key technical projects, using Microsoft Excel to compile user data for Windows 7 transformation and using Active Directory to assign software components to personnel.

Processed and maintained inventory of over 20K PCs for Windows 7 transformation project.

Obtained and manipulated Lotus Notes data to track software transfers to new hardware.

Handled shipping and receiving of PCs for remote employees.

Maintained a professional and friendly demeanor in all customer interactions, meeting or exceeding expectations.

Customer Service Representative CenturyLink, Orlando, FL Feb 2011 – Nov 2011

Handled incoming calls to assist customers with phone repair. Transferred calls to appropriate departments for escalated issues and dispatched tickets to field technicians.

Prior experience includes:

Inventory Associate CarMax, Orlando, FL

Customer Service Representative Radio Shack, Orlando, FL

Administrative Aide OSP Management, Inc., Orlando, FL

EDUCATION

ITT Technical Institute, Orlando, FL

Associate of Science in Network System Administration with Highest Honors, Dec 2014

TECHNICAL SKILLS

Microsoft Office (Word, Excel, Outlook, Office 365, Windows 10) Adobe Acrobat Lotus Notes Active Directory Remote User Support Computer Maintenance Networking

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