Technical Customer Support Manager

Krenshae Mooring

***************@*****.*** 334-***-**** Snellville,Ga 30078

Career Objectives

Looking for a challenging role in a reputable organization to utilize my technical, database, and management skills for the growth of the organization as well as to enhance my knowledge of new and emerging trends in the Customer Success Management sector.

Skills

Windows Operating System Administration

● Virtual Private Network (VPN)

● Cloud Computing

● Technical Support

● Problem Solving

● Networking Essentials

● Detailed-Oriented

● Attention to details

● ServiceNow

● Implementation

● Critical Thinking

● Microsoft Office Suite

● Microsoft Active Directory

● Collaboration

● Writing Technical Documentation

● Communication

● CRM

● Technique

● Strategic Planning

● Customer Service

Professional Experience

Renew Digital, Network Technical Analyst 12/2021 – present Norcross,GA

● •Troubleshot various X-Ray units such as Carestream, ICAT, Gendex, Sirona, Instrumentarium, and other multiple units to determine issues or repairs

● Communicate with Netsuite Support to resolve network outages and periods of reduced performance

● •Successfully implemented role-based security and permissioning within NetSuite

● •Documented and maintained custom forms and reports utilizing NetSuite.

● •Managed relationships with the clients

● •Worked across departments to resolve issues from scheduling/parts or technical

● Maintained positive client expectations by meeting their needs in the most efficient way as possible

● Implemented and updated the knowledge-base handbook to resolve 10+ various issues daily

● •Managed 10+ calls daily with resolving customers issues

● •Helped customers manage software installations and hardware

● •Determined the best solutions based on the issue and details provided by customers Kavo Kerr, Application Support Analyst 11/2019 – 03/2020 Alpharetta, GA

● •Troubleshot various pieces of Dexis, Kavo, I-Cat, Gendex, and Nomad hardware equipment for multiple doctorʼs offices

● •Managed TCP/IP protocols to ensure that the software on the server transmits database to various networks

•Utilized Cisco Finesse and Cisco IP softphones to handle inbound and outbound calls

● •Identified the issue from the client by gathering all the required information

•Utilized the DexisWiki online knowledgebase to assist with rare troubleshooting issues Insight Global, Cricket Wireless, Retail Support Analyst 12/2017 – 11/2019 Atlanta, GA

● •Troubleshot network and software issues in Windows environment using Windows 7 and 10 system

● Configured and installed printers using the network TCP/IP

● •Provided one-on-one training to new team members, enhancing confidence, and enabling them to function independently

● •Reset passwords and created, and modified users in Active Directory

● •Collected all the information from the client to be able to provide all details on the issue and resolve it accordingly

Computer Generated Solutions, Tier 1 Help Desk Tech support 12/2016 – 12/2017 Dunwoody, GA

● •Performed preventative maintenance on hardware and software components

● •Reset passwords within Active Directory and added/deleted users from accounts and website domains

● •Defined user settings through group policies for both individual and groups of users

● •Handled issues with vendors, problems with software, hardware, or processes, a lack of teamwork, or one of many other reasons

● •Gathered all required information to handle the client issues effectively and provided customer service by actively listening to the given case that was actively presented Education

DeVry University, Associates Network System Administration 07/2017 – 11/2019 Decatur, GA, USA

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