SUMMARY:

Experienced IT customer service professional with a background in hardware and software setup and troubleshooting. Effective and solution based problem solver with customer satisfaction and business productivity as primary focus.

TECHNICAL SKILLS:

• CompTIA A+(in - process) AutoCAD 2016 Sandler s Professional Development
• CompTIA Network+(in-process) Microsoft Office 2010 Customer Service Support
• AutoCAD Map 3D 2012 Manufacturing/Production Computer Aided Drafting and Design
• AutoDesk VIZ 2008 AutoCAD Civil 3D 2008 Microsoft CRM Certification
• Receiving/Shipping Inventor 2007
• SDS 2 Detailing Software Revit Architectural 2012

PROFESSIONAL EXPERIENCE:

Confidential, Kansas City, MO

Senior Support Specialist

Responsibilities:

• Serve as the subject matter expert (SME) on the Taxcut application.
• Thoroughly understand, reproduce, and solve technical issues.
• Support customers via email and phone with strong writing skills and excellent phone manner.
• Coach and provide feedback to teammates as requested by Team Lead. Work with Leads on specific and outlined coaching plan to address needs of new hires as a peer mentor.
• Handle escalated cases and customers from the Support team with a high sense of urgency and follow through.
• Advocate for customers and define ways to continually add value to the customer experience.

Confidential, Raytown, MO

Tier 1 Technical Support

Responsibilities:

• General troubleshooting in Windows 7 environment
• Call center In-bound Help desk support of applications
• Software installation problems for Government and private organizations
• Internet service outages
• Computer hardware issues, Voice, Chat, E-Mail, Text
• Remote Desktop-gotomypc.com/Up-sell/cross-sell programs

Confidential, Olathe, KS

Technical Support Representative

Responsibilities:

• Provided basic technical support in a call center setting via phone, live (chat/instant message) or e-mail by following processes which will identify if the technical issue can be quickly fixed or needs to be escalated to a higher level technical support representative.
• Performed remote application installations, upgrades, and support and maintenance activities as defined in process documentation.
• Remote Desktop-gotomypc.com/Performed limited support for mobile devices.
• Supported network printers and multifunction devices (copier / printer / scanners) on Windows based systems.
• Helped customers understand the features and benefits of the products and work systematically through hardware or software problems.
• Participated in activities designed to improve customer satisfaction and business performance.
• Solved problems that are generally unstructured and require extensive use of conceptual thinking skills.
• Offer solutions to issues that are typically non-standard/non-routine and require extensive clarification.
• Maintained minimum 85% first call completion accuracy.

Confidential, Shawnee, KS

Digital Support Representative

Responsibilities:

• Handled customer service/product support calls/emails to assist customers that are streaming through the MLB.com website using various devices. Maintained 92% first call completion accuracy.
• Utilized available tools to provide single call resolution and provide a “best in class” customer experience.
• Used Windows 7 based workstation to troubleshoot Barnes and Noble e-books.
• Utilized Total View time management application, ServiceNow incident management application to track tickets.
• Became familiar with 11 NOOK e-readers.

Confidential, New Gloucester, ME

Engineering Drafter

Responsibilities:

• Assisted with the detail drafting and design of the Google Fiber Optics Network Project for the Kansas City, Missouri area.
• Adhered to the strict Statement of Work instructions for the project.
• Operated AutoCAD workstation and software to produce designs.
• Assisted thirteen team members with telecommunication design issues. Attended weekly team meetings.
• Performed design corrections and revisions as required by design or engineers consultant.
• Demonstrated flexible and efficient time management.
• Aptly used information ordering and inductive reasoning to complete workload. Deals effectively with multiple priorities and deadlines.
• Maintained and stored electronic files on proprietary network.

Confidential, Lee’s Summit, MO

General Laborer

Responsibilities:

• Acted as a Production Worker, Warehouse operator and Forklift driver.
• Provided Customer Service and performed Quality Tests.
• Packaged Products and executed some machine operation.
• Inspected product for quality and assembled products.

Confidential, Lenexa, KS

Design Technician

Responsibilities:

• Performed a variety of design and engineering functions in support of Physical Security Design projects and in accordance with technical and industry specifications and/or as provided by security and engineering design consultants.
• Created and performed maintenance of detailed drawings of Physical Security Design for buildings, structures, and components, using AutoCAD 2007, Microsoft Office Suite, Adobe, Intranet/Internet.
• Assisted with the maintenance of specification documents, i.e. AIA, RFP, or IFB schedules; and various project management functions including project management software (Microsoft Project), maintenance of activity calendar and schedule of values.
• Experienced in reading and interpreting electrical/mechanical design schematics.
• Laid out and planned room arrangements for commercial buildings and systems using CAD equipment and software.
• Drew rough and detailed scale plans for buildings, structures, and components based on preliminary concepts, sketches, engineering calculations, specifications sheets and other data.

Confidential, Kansas City, MO

Technical Support Specialist

Responsibilities:

• Demonstrated technical aptitude troubleshooting tax filing products and a good understanding of computer hardware and software platforms.
• Demonstrated specific verifiable knowledge of systems such as: Windows 2000/ XP / Vista operating systems.
• Performed Hardware and Software set up and troubleshooting.
• Gained experience troubleshooting issues that involve utilizing problem-solving abilities, available knowledge bases and a high level of technical experience.
• Executed written communication exemplifying basic spelling and writing skills that enable the ability to compose detailed notes that others can easily interpret.

Confidential, Kansas City, MO

Intern

Responsibilities:

• Applied principles, techniques, procedures, and equipment to the design and production of Mechanical, Electrical and Plumbing drawings.
• Used AutoCAD 2007 and Microsoft Office products to identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Learned design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
• Reviewed blueprints to determine customer requirements and consult with Engineer regarding schematics, wiring procedures, and conductor paths.

Confidential, Grandview, MO

Assembler

Responsibilities:

• Assembled parts and sub-assemblies for residential elevators using hand, air and power tools.
• Operated manual lathe, band/circular saws, and de-burring punch, overhead crane.
• Actively participated in safety and quality teams.
• Performed inventory control.
• Gained experience with supporting production of mechanical systems includes testing, troubleshooting and direct production floor engagement.
• Experience reading and following maintenance/calibration procedures
• Soldered circuit panels for elevators
• Increased productivity 100 % over 2 years

Confidential, Bonner Springs, KS

Metal Grinder

Responsibilities:

• Manually grind-welded over burns on aluminum forms using hand and power tools.
• Sand grinded areas smooth.
• Manually straightened forms using shaping tools.