Interim Level 1 Lead Technician Resume Washington, DC - Hire IT People

PROFESSIONAL SUMMARY:

Technically - adept Level 1 Helpdesk Technician seeking to benefit an IT Department with advanced knowledge of
MS Office Suite and strong time-management skills.
Highly computer-savy, with technical and troubleshooting repair expertise.
Team player who is flexible, reliable and adaptable to dynamic environments, with the desire quickly learn any new material or technology.

TECHNICAL SKILLS:

WORK HISTORY:

Interim Level 1 Lead Technician

Confidential, Washington, DC

Responsibilities:

Co-coordinated the service desk team members in their daily duties and facilitating a good customer service culture in team members.
Maintained records of daily operations at the desk for tracking of customer needs, services rendered and future reference.
Delegated specific service desk responsibilities to team members to create specialization and increase service delivery pace.
Reinforced company policies, technical procedures, and liaise with appropriate departments to handle problem tickets.
Provided training on all JCONV software to current and new Level 1 Technicians.
Followed company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Level 1 HelpDesk Technician

Confidential, Washington, DC

Responsibilities:

Facilitating end user interaction by using active listening skills and effective communication strategies.
Logging all call information into the Remedy ticket system for tracking and escalation.
Implementing appropriate escalation actions for end user calls that cannot be resolved over the phone using available tools.
Identifying and solving technical issues with a variety of diagnostic tools.
Reviewing technical documentation and procedures.
Creating and providing basic end-user troubleshooting and desktop support on Windows, Mac, and Android systems.

Kitchen Manager

Confidential, Washington, DC

Responsibilities:

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Provided an elevated customer experience to generate a loyal clientèle.
Cross-trained and supported other managers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Organized training for new employees.
Monitored participant workflow and behaviors throughout the training process.
Supervised and coordinated trainings for Crew Members and Kitchen Managers In Training (KMIT) during annual training seminars and random store visits.
Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.

Sales Associate

Confidential, Washington, DC

Responsibilities:

Alerted customers to upcoming sales events and promotions.
Cleaned and organized the store, including the checkout desk and displays.
Check and credit card transactions with 100% accuracy.
Followed up with over 100 customers weekly to verify that they were satisfied with purchases.
Mentored new sales associates to contribute to the store's positive culture.
Responsibilities also included working the register, recovering store fronts, and helping customers get their shopping needs.

Head Membership Service Representative

Confidential, Silver Spring

Responsibilities:

Assured proper maintenance and successful completion of departmental membership recruitment efforts Maintained all membership computerized and hard copy files which included new member applications cancellations, data entry, holds, and financial changes to their computerized financial membership accounts.
Weekend and night manager, computer memory board/processor repairs and other computer maintenance as needed.
Trained and mentored multiple new sales representatives.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Membership Representative

Confidential

Responsibilities:

Answered department telephone calls within two rings, using correct salutations and telephone etiquette.
Verified customers' credit and established how the customer would pay for the accommodation.
Computed bills, collected payments and made change for guests.
Greeted and registered guests and issued access cards.
Executed customer transactions, including deposits, withdrawals, money orders and checks.
I ran a Group Excercise Class for young adults for free weight training for youth.
Greeted numerous visitors, including VIPs, vendors and interview candidates.