IT support analyst
Resume:
E-mail: ************@***.***
Phone: 313-***-****
Keeley M. Dooley
Objective
To obtain a position where I can utilize my experience and education; flourish professionally while contributing to the growth and advancement of the company.
Education
Lawrence Technological University - Southfield, MI
Master of Science, Information Technology and Cybersecurity
December, 2019
Cumulative GPA 3.6
Beta Gamma Sigma, International Business Honor Society
Concordia University - Ann Arbor, MI
Bachelor of Arts, Business Administration and Marketing
August, 2011
Cumulative GPA 3.0
Experience
Captioning agent (November 2021– October 2022)
Sorensen – Captioncall Remote
Provided excellent customer service by dictating/captioning a variety of conversational topics verbatim.
Maintained a high level of dictation speed and accuracy.
Followed FCC requirements on answer times, prohibition of hang-ups, and customer confidentiality.
Effectively communicated through reading, writing, speaking, and listening.
Demonstrated ability to work and focus in an environment with noise and other distractions.
Senior Technical Support Advisor (June 2019 – January 2022)
Apple (contract) Remote
Provided technical support for iCloud storage and service platform, as well as devices with iOS (iPhone), watchOS, iPadOS, macOS and Bluetooth capability.
Guided and trained customers on technical steps.
Excelled at adjusting communication style to match customer’s level of understanding and technical knowledge.
Provided support and resolved technological issues in virtual call center environment.
Handled level 2 technical support call escalations.
Gathering customer and product information.
Determined the technical issues and course of action by probing and analyzing symptoms.
Diagnosed and resolved issues involving, but not limited to: iCloud, internet connectivity, email, application downloads, software bugs, account access and credentials, software and hardware issues.
Set up product repairs and issued appeasements
Simultaneously conducted research to help with technical troubleshooting methods, while also walking the customer through troubleshooting steps, with and without virtual screen sharing technology.
Set up commitments and followed up with customers after working with Engineers.
Participated in ongoing training and professional development, to sharpen customer service call handling and technical troubleshooting skills.
As team captain I designed and presented virtual learning materials, in weekly team meetings.
Mentored and trained a large number of new advisors, to help them transition into their new technical position.
City Carrier (September 2014 – February 2019)
United States Postal Service Northville, MI
Organized and cased mail.
Delivered mail accurately and safely.
Customer Service Relationship Management
Owner and Manager (January 2012 - November 2014)
Glitter and Glisten LLC Detroit, MI
Handled inbound, mid to high volume customer calls each day (40-75 calls weekly).
Initiated outbound calls to customers to resolve issues, follow-up to confirm satisfaction, and any applicable updates.
Hired, motivated, trained and supervised Team members.
Created training materials for new hires.
Inventory and Supplier Management
Financial Bookkeeping and Budget planning
Customer Service and Customer relationship management
Administrative tasks (working with Microsoft office)
Marketing and Advertising planning and execution
Coordinated and hosted store events and party bookings.
Managed and edited website, internet and social media presence.
Marketing Assistant, Intern (September 2010 - December 2010)
Logic Solutions Inc. Ann Arbor, MI
Assisted with mobile strategy and development of marketing campaigns.
Assisted with website redesign.
Conducted market research to assist with business strategy and competitive advantage.
Created PowerPoint and pre-recorded Sales presentations for Sales Team.
Administrative tasks
Planned and executed marketing events.
References
*Available upon request
Contact this candidate