Amanda Coache
Clackamas,OR
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Driven to learn quickly, advance computer proficiency and training in industry operations. Solid background in field and office settings supporting team needs. Flexible and hardworking team player focused on boosting productivity and performance with conscientious and detail-oriented approaches. Astute Job Title with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
4
4
Certification
1
1
Honors Roll
1
1
Deans List
Work History
Student Online Support Representative
Portland Community College Sylvania
12.2022 - Current
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Configured hardware and granted system permissions to new employees.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Increased user satisfaction by promptly addressing and resolving helpdesk tickets related to the LMS.
- Managed user accounts efficiently, ensuring accurate permissions were assigned based on role hierarchy within the organization.
- Streamlined user support by creating a comprehensive knowledge base containing FAQs, troubleshooting articles, and best practices for using the LMS effectively.
- Facilitated seamless integration of third-party applications into the LMS, enhancing overall functionality and features available to users.
- Diagnosed and resolved hardware and software issues.
- Increased first-call resolution rates by thoroughly documenting troubleshooting steps taken during each call, minimizing the need for escalation or follow-up calls.
- Provided remote support to off-campus students experiencing technical difficulties, enabling them to access essential academic resources.
- Maintained strict adherence to data privacy and security regulations, ensuring the integrity of sensitive user information at all times.
- Maintained accurate records of all help desk interactions, allowing for better tracking of recurring issues and targeted solutions development.
- Supported faculty and staff with software installation, updates, and troubleshooting, ensuring smooth operation of campus technology resources.
- Developed strong relationships with end-users, fostering trust and confidence in the help desk''s ability to address their technical concerns.
- Assisted in onboarding new student workers by providing comprehensive training in help desk procedures and software tools.
- Installed, configured and maintained computer systems and network connections.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Optimized network performance through regular monitoring and maintenance.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Server
Claim Jumper Restaurant
11.2022 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.
- Increased repeat clientele by building rapport with patrons and anticipating their preferences.
- Developed strong relationships with regular guests, creating personalized experiences that encouraged loyalty.
- Showcased extensive knowledge of cocktail menus, confidently answering questions and making recommendations to suit individual preferences.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Server
Red Robin
01.2016 - 11.2022
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Enhanced customer satisfaction by providing attentive service and efficiently addressing concerns.
- Received numerous positive reviews from customers on online platforms, contributing to an increase in repeat business for the restaurant.
- Boosted restaurant reputation with exceptional attention to detail, prompt service, and a friendly demeanor.
- Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
- Established rapport with regular customers through personalized service and genuine interest in their dining experiences.
- Promptly addressed customer complaints or issues, resulting in increased guest satisfaction rates.
- Served food and beverages promptly with focused attention to customer needs.
Wait Staff Member
Tebos Restaurant
06.2014 - 01.2016
- Meticulously followed recipes while also experimenting with flavor combinations; introduced successful new pie offerings that became customer favorites.
- Trained new staff members in proper pie-making techniques, contributing to overall improved product quality and consistency.
- Improved packaging design for easier transport of pies without compromising on presentation or taste quality.
- Contributed to increased sales by creating visually appealing displays of pies and marketing products effectively.
- Demonstrated strong multitasking skills by managing several tables at once while maintaining high standards of service quality.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Provided exceptional service to large parties, coordinating with the team for smooth operations.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Assisted wait staff with timely food delivery and guest requests.
- Provided attentive service and proactively assessed guest needs.
- Operated dishwashers and other kitchen equipment according to safety guidelines.
Apple Technical Support Representative
Xerox
06.2012 - 06.2013
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
- Managed high call volume while maintaining a focus on quality service and customer satisfaction.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Assisted customers with product selection based on individual needs and preferences.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
- Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
- Adapted communication style to suit diverse clientele, ensuring comprehension of technical concepts regardless of experience level.
- Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.
- Utilized comprehensive understanding of Apple hardware, software, and services to resolve a wide range of technical inquiries.
- Assisted in developing a knowledge base of frequently asked questions and solutions for more efficient issue resolution.
- Demonstrated patience when working with frustrated or dissatisfied clients, focusing on finding effective solutions to their problems.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Established rapport with clients through active listening skills that allowed me to understand their specific problems quickly.
- Confirmed adherence to company policies and procedures while providing outstanding technical support services.
- Boosted call center efficiency by mastering internal tools such as ticketing systems and knowledge databases.
- Efficiently managed high call volumes during peak periods without compromising quality or responsiveness to customer inquiries.
- Successfully handled escalated cases by taking ownership of the issue and coordinating resources to find a resolution.
- Assisted customers in navigating product features, enabling them to maximize the utility of their Apple devices.
Education
Associate Of Applied Science - Computer Information Systems-Cybersecurity
Portland Community College
Portland, OR01.2024
Associate Of Applied Science - Network And System Administration
Portland Community College
Portland, OR01.2024
Skills
- Typing Speed 60wpm and above
- CRM Software
- Teamwork and Collaboration
- Customer Service
- Microsoft Windows and Office
- Help Desk Support
- Friendly and Patient
- Technical Troubleshooting
- Interpersonal Skills
- Customer Communication and Empathy
- Collaborative Team Player
- Application support
- Software Upgrades
- Application installations
- System Maintenance
- Hardware and Software Configuration
- Online Chat Support
- Call Management
- User Support
- Hardware diagnostics
- System Configuration
- LAN/WAN
- Hardware upgrades
- TCP/IP
- Software diagnosis
- Error Detection
- Data Recovery
- System optimization
- System Performance Assessments
- File Management Software
- Microsoft Certification
- VoIP Installation
- Requirements Definition
- Network Certification
- A Certification
- Collaborative learning
- Adaptive Learning
- Mobile Learning
- Course Management
- Software integration
- Accessibility Standards
- Social Learning
- Virtual Classrooms
- Network Troubleshooting
- Wireless Networking
- Network Security
- Firewall Management
- Server Management
- System Administration
- Virtualization Technologies
- Permissions and Access Control
- PC diagnostics
Certification
- Certified TestOut PC Pro, CompTIA - May 2022 to present
- Microsoft Server Administration, Portland Community College- March 2023 to present
- CIS: Computer Information Systems, Portland Community College- May 2024
- CIS: Cybersecurity Foundations, Portland CommunityCollege- May 2024
Timeline
Student Online Support Representative
Portland Community College Sylvania
12.2022 - Current
Server
Claim Jumper Restaurant
11.2022 - Current
Server
Red Robin
01.2016 - 11.2022
Wait Staff Member
Tebos Restaurant
06.2014 - 01.2016
Apple Technical Support Representative
Xerox
06.2012 - 06.2013
Associate Of Applied Science - Computer Information Systems-Cybersecurity
Portland Community College
Associate Of Applied Science - Network And System Administration
Portland Community College
- Certified TestOut PC Pro, CompTIA - May 2022 to present
- Microsoft Server Administration, Portland Community College- March 2023 to present
- CIS: Computer Information Systems, Portland Community College- May 2024
- CIS: Cybersecurity Foundations, Portland CommunityCollege- May 2024
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