**** * ******** **

Traverse City, MI *****

231-***-****

ady74s@r.postjobfree.com

Brenda K. Galla

Objective To find a challenging position with room for advancement in a progressive company. Experience 2008-2023 WDWeb Company/MorePhotos Traverse City, MI Customer Support Manager

Scheduling Customer Support Technicians to cover support hours and on-call schedule.

Monitor support volume and recommend hiring additional support staff either for general support or for expanding support hours to cover PST clients if needed.

Developing and maintaining a response protocol addressing incoming email, voicemail, skype or phone support ticket priorities.

Maintain a working environment that is energized and demonstrates high client service standards, professional behavior and taking the initiative to suggest and implement improvements.

Study and make recommendations on any other technology that can assist us in offering the best possible level of support to our clients.

Assist clients with Logos, Website design and SEO using company’s custom made Website Template System.

Effectively train Customer Support Technicians to ensure excellent customer satisfaction.

Accurately input customer information into Ticketing System.

Data entry for opening, updating and closing trouble tickets

Communication with customers on status of trouble Tickets or complaints.

Purchase of domain names for customers and renewals.

Help clients with designing and updating custom made website templates.

Manage office phone system and routing. Monitor and review current phone system usage and billing.

Work closely with other Supervisors and Department Manager(s) to identify, recommend and implement process and procedural improvements.

Weekend on-call support

Assist Marketing and Sales, Design and IT Networking. 2007-2008 Converged Solutions Traverse City, MI

Technical Services Coordinator

Answer service related calls.

Schedule and Dispatch Technicians in Upper and Lower Michigan.

Coordinate with Project Manager and customer on installations of new systems.

Coordinate with Sales on Site Surveys with potential new customers.

Assist in quoting service related jobs.

Data entry of Service Order completion and billing information.

Accurately open, update and close trouble tickets using Tigerpaw ticket system as well as reporting on productivity of Technicians, Time logs and Time lines for projects.

Communication with customers on status of orders and installation.

Assist in generating policies and procedures.

General IT duties.

1999-2007 Grand Traverse Resort & Casinos Suttons Bay, MI IT Help Desk Lead

Coordinate and supervise help desk employees and interns.

Assist in first point of contact for technical assistance with computer hardware/software related problems.

Create, close and/or complete work orders using Track-It software.

Follow up with Customers after Work Order completion.

Maintain accurate records of work order completion for reporting.

Assist in documentation on IT procedures.

Direct IT staff and vendors to appropriate location of service.

Assist in diagnoses of computer software and hardware problems.

Assist in hardware and software problem resolutions.

Analyze IT Help Desk activities and make recommendations for changes in procedures and system.

Quoting, receiving and inventory of equipment.

Remote access to workstations to install software and fix workstations as well as reset Micros terminals.

Periodic weekend on-call support.

1998–1999 Grand Traverse Resort & Casinos Williamsburg, MI Marketing and Sales Receptionist

Answer and direct calls to proper personnel.

Greeting of guests and vendors.

Generated mailing lists and promotional mailing.

Assisted Marketing and Sales in additional duties. 1991–1999 Ensign Emblem LTD Traverse City, MI

Computerized Automat Technician

Maintain and operate Computerized Automat Embroidery Machine.

Quality Control.

Education 1988–1991 Kingsley Area High School Kingsley, MI Graduate with general diploma

1990-1991 Career Tech Center Traverse City, MI

Secretarial and Clerical

Interests Outdoor activities, spending time with family and enjoy meeting new people. Current Webmaster and Bulletin Editor (5 years) for Michigan State Auxiliary. Assisted several local Fraternal Order of Eagles clubs to create, update websites and link to social media using custom software that I helped develop. In doing so this has helped multiple Aerie and Auxiliaries in promoting up to date communication to their members. Michigan State Officer (Trustee) and Local Secretary (5 years) of the Traverse City 383 Women’s Auxiliary, Fraternal Order of Eagles. Planning, organizing and promoting events/fundraisers. Working with Non-Profit organizations. References upon request

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