Customer Service Technical Support

LLOYD GILLESPIE

Frisco, TX ***** • 469-***-**** • ***************@*****.***

PROFESSIONAL SUMMARY

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

TITLE DOCUMENT PROCESSING HIGHLY ORGANIZED AND RESULT-ORIENTED PROFESSIONAL WITH 3 YEARS OF EXPERIENCE IN DATA REPORTING AND ANALYSIS.

PROFICIENT IN ALL MICROSOFT APPLICATIONS, WORD, AND POWERPOINT, WITH ADVANCED EXCEL SKILLS

(PIVOT TABLES, VLOOKUP)

EXPERIENCE ASSISTING BUSINESS ANALYSTS IN GATHERING REQUIREMENTS FOR DEVELOPMENT PURPOSES. Demonstrated track record of success as a Tier 1 & 2 Helpdesk Support Technician, providing expert-level technical support across various platforms.

Proficient in diagnosing and resolving hardware, software, and network issues promptly and efficiently. Skilled in providing remote support through diverse communication channels, ensuring minimal disruption to operations.

Proven ability to work independently and collaboratively in a remote team, ensuring seamless support delivery and customer satisfaction.

OBJECTIVE

Growth-driven, company investing Support Engineer with over 4 years of experience providing top-tier customer service, handling claims as an independent adjuster and providing technical assistance to computer system users. Proficient in diagnosing and resolving hardware, software, and network issues, with a solid background in customer-facing roles. Seeking to leverage expertise in within the Internet of Things (IoT) to contribute effectively in a dynamic and innovative environment SKILLS

● INBOUND & OUTBOUND PHONE CALLS

● DISPATCHING

● MICROSOFT EXCEL, SQL, WORD, POWERPOINT

● BI TOOLS : TABLES, POWER BI, VLOOKUP, PIVOT TABLE

● Operating Systems: Windows, macOS, Linux

● Technical Support: Hardware troubleshooting, software installation and configuration, network troubleshooting, remote desktop support

● Tools: Ticketing systems (e.g., Zendesk, ServiceNow), Active Directory, PowerShell, CLI, Terraform, AML, workflow automation (Power Automate, Azure Automation)

● Cloud Platforms: Microsoft Azure, AWS

● Customer Service: Strong problem-solving skills, communication, and expectation management

● Development and Coding: Proficiency in PowerShell, CLI, Terraform, AML

● Professional Affiliations

● Member, Association of Information Technology Professionals (AITP) STATE FARM

September 2022 - December 2024

( REMOTE )

Total Loss Claims Adjuster

• Inbound & Outbound calls to policy holders to obtain/exchange necessary information for active claim investigations

• Title Document Processing

• Delivers an industry-leading claim experience for all policyholders and claimants

• Negotiates and settles total loss situations with policyholders and claimants

• Prepares salvage vehicles for auction and oversees the end-to-end salvage process

• Consistently makes prompt and courteous contact with every claim customer• Maintains and updates a diary/schedule for each claim in the adjuster’s pending

• Responds to claim correspondence in a timely fashion with extremely high quality

• Coordinates the repair of damaged vehicles, and assists with rental reimbursement

• Provides input for continuous development of claims guidelines and best practices

• Recommends potential product developments and process improvements

• Interacts and communicates effectively with customers, peers, vendors, and managers

• Engages in learning opportunities to build knowledge of personal lines claims, court decisions impacting the claim's

function, current guidelines in claims function, and policy changes and modifications IT Help Desk Specialist

Khaime llc- Frisco, TX ( REMOTE ) November 2020 - September 2022

● User Support: Provide technical support through phone, email, and instant messaging for issues related to password resets, email, directories, MS Windows desktop applications, smartphones, and network connectivity.

● Problem Resolution: Respond to trouble tickets, perform problem analysis, and provide hardware/ software installation and configuration.

● Customer Interaction: Interact daily with customers to ensure productivity, provide individual feedback, and maintain a high level of customer satisfaction.

● Team Monitoring: Monitor team productivity and quality, and provide feedback to improve performance.

● Documentation: Maintain an audit trail and statistical records of all reported problems and conditions, ensuring accurate and comprehensive documentation.

● Diverse Computing Environments: Ability to handle diverse computing environments in a wide cross- section of business clients.

● Network Analysis: Analyze and document unfamiliar client/server network environments, assessing the quickest path to resolution.

● Incident Analysis: Perform rapid analysis of workstation-level incidents and consistently demonstrate the ability to determine the cause.

● Expectation Management: Set client expectations appropriately throughout the troubleshooting process.

● Tool Utilization: Utilize appropriate software utilities, including Thrives’ Protect software, and vendor or application-specific tools to provide the fastest resolution of customer incidents.

● Service Monitoring: Monitor the Remote Service Center (RSC) Service Board for newly created service tickets and prioritize tickets accordingly.

● Escalation: Follow Thrives’ best practices for escalating tickets to Tier 2 engineers.

● Communication: Communicate steps taken during troubleshooting and resolutions through clear non- technical communication.

● Urgency: Demonstrate the correct level of urgency while resolving client incidents.

● Incident Resolution: Resolution of incidents/requests related to Mail Application/Office 365 issues, Client/Server Connectivity issues (per SOP), Time-Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets, and Networked Printer Issues.

Support Engineer

● Conducted hardware and software troubleshooting, minimizing downtime.

● Managed support tickets efficiently using help desk software.

● Executed migrations and configurations for Office 365 and Exchange. EDUCATION

Bachelor of Arts: Business Administration Prairie View A&M University CERTIFICATIONS

AWS Certified Cloud Practitioner, Architect Associate Certified Scrum Master, Operating Systems: Windows, macOS, Linux

Technical Support: Hardware troubleshooting, software installation and configuration, network troubleshooting, remote desktop support

Tools: Ticketing systems (e.g., Zendesk, ServiceNow), Active Directory, PowerShell, CLI, Terraform, AML, workflow automation (Power Automate, Azure Automation) Cloud Platforms: Microsoft Azure, AWS

Customer Service: Strong problem-solving skills, communication, and expectation management Development and Coding: Proficiency in PowerShell, CLI, Terraform, AML

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