Amanda Mueller
North Port,FL
Summary
Diversely Skilled Technical Analyst with 7 years solving problems for employers and customers. Gift for understanding both business and customer needs. Am a detail oriented team player and am very thorough with analysis and sharing findings with respective teams and contacts. Have completed extensive troubleshooting for all ranges of the client base as well as external business partners. Responds promptly to inquiries and provide all details to keep all impacted promptly informed. Have comprehensive knowledge multiple operating systems and support procedures.
Overview
12
12
years of professional experience
Work History
Technical Support Analyst Level 1.5
Yum! Brands Inc.
Remote
03.2022 - Current
- Identified and resolved problems through root cause analysis and research.
- Queried databases for information needed for report processing.
- Performed system analysis, documentation, and user support for platform transitions.
- Generated reports detailing findings and recommendations based on client feedback.
- Developed and updated incident tracking spreadsheets for identifying trends and setting timelines.
- Evaluated client needs and feedback to drive product and service improvements.
- Optimized client experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans and timelines.
- Handled client inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Host team meetings and training sessions to stay informed about product updates, changes, and business processes.
- Provided primary customer support to internal and external customers.
- Analyzed trends to discover areas of opportunity and provide feedback to management.
- Maintain strong relationships with internal and external business teams as well as clients.
Technical Support Analyst Level 1.5
Staffmark Agency
Remote
11.2017 - 03.2022
- Identified and resolved problems through root cause analysis and research
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Technical Support Analyst Level 1
Atos Global IT Solutions
Fargo, ND
11.2016 - 11.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
Gas Station Team Member
Coborn's
Fargo, ND
12.2011 - 11.2016
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
- Used POS system to enter orders, process payments and issue receipts.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Maintained clean and orderly work station.
- Cleaned up gas and other spills in accordance with spill procedures.
- Maintained inventory of all saleable items.
- Resolved customer complaints promptly and professionally.
- Documented daily sales records and provided to managerial team for financial reporting.
Certified Nursing Assistant
Bethany Retirement Living
Fargo, ND
11.2013 - 07.2016
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Facilitated personal hygiene management, feeding and ambulation.
Store Manager
Brenan's Dry Cleaning
Fargo, ND
08.2014 - 02.2016
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maintained organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Supervised guests at front counter, answering questions regarding cleaning process and pricing.
- Scheduled employees for shifts.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
No Degree - Medical Radiologic Technology
Minnesota State Community And Technical College
Moorhead, MN2013
High School Diploma -
Fargo South High School
Fargo, ND06.2010
Skills
- Issue Troubleshooting
- Remote Technical Support
- Data Analysis
- Organizational Skills
- Technical Support and Assistance
- Complaint Resolution
- SQL Server Database
- Tracking and Documentation
- Data Recovery
- Customer Communication and Empathy
Timeline
Technical Support Analyst Level 1.5
Yum! Brands Inc.
03.2022 - Current
Technical Support Analyst Level 1.5
Staffmark Agency
11.2017 - 03.2022
Technical Support Analyst Level 1
Atos Global IT Solutions
11.2016 - 11.2017
Store Manager
Brenan's Dry Cleaning
08.2014 - 02.2016
Certified Nursing Assistant
Bethany Retirement Living
11.2013 - 07.2016
Gas Station Team Member
Coborn's
12.2011 - 11.2016
No Degree - Medical Radiologic Technology
Minnesota State Community And Technical College
High School Diploma -
Fargo South High School