Alice Gowins
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
7
7
years of professional experience
Work History
Substitute Teacher, K-12
Miami Dade County Public Schools
Miami, FL
04.2023 - 10.2024
- Delivered engaging lesson plans that aligned with curriculum standards for diverse K-12 students.
- Adapted instructional materials to accommodate varying learning styles and abilities in classroom settings.
- Implemented classroom management techniques to promote a positive and productive learning environment.
- Collaborated with regular teachers to ensure continuity of education during their absence, maintaining student engagement.
Technical Support Specialist
Teleperformance
Fort Lauderdale, FL
09.2021 - 11.2022
- Resolved customer inquiries through effective troubleshooting techniques and product knowledge.
- Collaborated with cross-functional teams to enhance support processes and improve service delivery.
- Utilized ticketing systems to track, prioritize, and manage customer issues efficiently.
- Trained new team members on company policies, tools, and technical procedures for optimal performance.
Technical Support Specialist
Kelly Connect
Miami, FL
01.2021 - 03.2021
- Analyzed customer feedback to identify trends and recommend solutions for service enhancement.
- Developed knowledge base articles to streamline information access for both customers and staff.
- Monitored system performance to ensure consistent uptime and reliability of support services.
- Implemented best practices in customer communication to enhance satisfaction and retention rates.
Technical Support Specialist
Kelly Connect
Goldsboro, NC
01.2019 - 07.2020
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved [Number] technical support inquiries per day.
- Documented support interactions for future reference.
42A Human Resources Specialist
U.S. Army Reserve Command
Louisville, KY
09.2017 - 03.2018
Education
No Degree - Psychology
University of Louisville
Louisville, KYNo Degree - Early Childhood Education
City University of New York
New York, NY12-2026
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- System diagnostics
- Data recovery
Timeline
Substitute Teacher, K-12
Miami Dade County Public Schools
04.2023 - 10.2024
Technical Support Specialist
Teleperformance
09.2021 - 11.2022
Technical Support Specialist
Kelly Connect
01.2021 - 03.2021
Technical Support Specialist
Kelly Connect
01.2019 - 07.2020
42A Human Resources Specialist
U.S. Army Reserve Command
09.2017 - 03.2018
No Degree - Psychology
University of Louisville
No Degree - Early Childhood Education
City University of New York