Amanda Simon
Davenport,IA
Summary
Future Bachelor degree graduate with a solid history in customer service. Seeking an opportunity that allows me to utilize my skills and knowledge. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Knowledgeable and dedicated customer service professional with extensive experience in MSP and ServiceNow industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
1
1
Certification
Work History
T1 Help Desk Supervisor
RSM
Davenport, IA
08.2020 - Current
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Documented support interactions for future reference.
- Managed help desk consisting of 30+ employees and conducted performance evaluations.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Scheduled staff and delivered training materials and information.
- Activated accounts for clients interested in new services.
- Monitored problem management database and followed up with assigned personnel.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Streamlined help desk processes, enhancing overall efficiency and productivity.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for growth while setting clear expectations for future progress.
- Led the implementation of an IT ticketing system, improving tracking of support requests and reducing resolution timeframes.
- Maintained up-to-date knowledge on industry best practices, sharing insights with colleagues to improve overall operations.
- Reduced response times with effective prioritization of support tickets and resource allocation.
- Served as a liaison between end-users and upper management, communicating user feedback about system improvements or critical issues requiring attention.
- Implemented staff training programs to boost technical knowledge and improve customer interactions.
- Walked customers through step-by-step problem solving and enlisted extra help.
- Worked closely with the IT department to streamline communication channels between teams, fostering a collaborative work environment that enhanced problem-solving capabilities.
- Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
- Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.
- Supervised help desk team members, ensuring high-quality support and customer service.
- Developed performance metrics for evaluating help desk team members'' success and areas for improvement.
- Assisted in the development of company-wide IT policies by providing input from a help desk perspective, ensuring practicality and effectiveness in everyday application.
- Coordinated scheduling for help desk staff coverage during peak hours or periods of high demand, ensuring adequate assistance was available when needed most.
- Scheduled and trained help desk employees.
- Mentored junior team members in developing their technical expertise and customer service skills.
- Wrote and presented reports on help desk activities.
- Created a knowledge base for common troubleshooting scenarios, enabling quicker resolutions for recurring issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Help Desk Dispatcher
RSM
Davenport, IA
01.2019 - 01.2020
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of tickets
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
T1 Help Desk
RSM
Davenport, IA
08.2018 - 01.2019
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Tier 1 Help Desk Intern
RSM
Davenport, IA
01.2018 - 08.2018
- Continuously updated personal knowledge of industry trends, software, and hardware developments to provide informed support to endusers.
- Increased first-call resolution rate by consistently following established procedures and guidelines.
- Resolved software and hardware issues for improved system performance and user experience.
- Developed strong rapport with end-users through excellent communication skills and professionalism during interactions.
- Collaborated with IT team members to address complex technical issues, resulting in effective problemsolving.
- Enhanced customer satisfaction by providing timely and accurate technical support to endusers.
- Provided remote support for users experiencing technical difficulties, enabling quick issue resolution without onsite presence.
Personal Assistant
Tim Odey Mel Foster co.
01.2017 - 01.2018
- Filed paperwork and organized computer-based information
- Used computer for various applications, such as website management, word processing, publisher, excel
- Set up and manage paper and electronic filing systems, operate office equipment
- Mail newsletters, promotional material, and other information.
Office Manager
Shepherd Chiropractic Clinic
01.2014 - 09.2016
- Prepared patient charts, pre-admissions, and consent forms as necessary
- Operated office equipment, such as VOIP, word processing, spreadsheet, software applications such as eclipse, excel, dragon speak
- Managed a multi-line phone system and pleasantly greeted all patients
- Perform bookkeeping duties, such as credits or collections, preparing and sending financial statements, letters, case histories, and medical records.
Sales Associate
Sterling Jewelers
05.2013 - 01.2014
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Compute sales prices, total purchases and receive and process cash or credit payment
- Operated a POS system to itemize and complete an average of 100 customers a week
- Contacted new and old customers to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Personal Trainer
Ultimate Fitness
12.2012 - 05.2013
- Maintained detailed personal training records and updated progress after each session for each client served
- Managed my own personal training schedule with mind body online software
- Created personal training programs that addressed specific injuries or health problems
- Promoted the health club through membership sales, and record member information.
Certified Medication Aide
Bickford Cottage
01.2001 - 12.2012
- Performed clerical duties, such as word processing, data entry, answering phones and filing
- Maintained medical records of patient care, condition, or problems to report and discuss observations with supervisor
- Performed direct patients care aimed and increasing comfort, psycho, social and spiritual well-being by providing assistant with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety
- Administered prescribed medications, under the written direction of the RN, and ensured the patients take their medication.
Certified Nurses Aide
Ridgecrest Village
01.1997 - 01.2001
- Performed clerical duties, such as word processing, data entry, answering phones and filing
- Maintained medical records of patient care, condition, or problems to report and discuss observations with supervisor
- Performed direct patients care aimed and increasing comfort, psycho, social and spiritual well-being by providing assistant with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety.
Education
Bachelor Of Applied Science - Management Information Systems
Southern New Hampshire University
AAS - Information Technologies Security and Forensics
Eastern Iowa Community college
08.2018
Skills
- Creative problem solver
- Mac knowledge — pages, keynote, numbers
- Microsoft Windows knowledge — word, excel, publisher
- Certificate MTA: Windows Operating System Fundamentals - 2016
- Ticketing System
- Industry practice knowledge
- Customer management procedures knowledge
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Development
- Staff Discipline
- Processes and procedures
- Process Improvement
- Process Monitoring and Improvement
- Project Management
- Schedule development
- Policy Enforcement
- Priority management
- Expectation setting
- Business Administration
- Incident Management
- ITIL framework knowledge
- Configuration Management
- End-user support
- System Upgrades
- User Acceptance Testing
- Application support
- Database Design
- Technical Documentation
- Organizational change management
- User requirements
- Teamwork and Collaboration
Certification
- 2024 working on - ServiceNow Administration Fundamentals
- Fortnite NSE 1, 2, & 3 - 2023
- ITIL Foundation Certificate in IT Service Management - 11/09/2022
- ISSA-Personal Trainer-2012
- Certified Medication Aide-2002
- Certified Nurse Aide-1998
Membercourses
- Cisco Networking 1 and 2
- Windows Workstation Operating Systems
- Introduction to Network Operating Systems
- TCP/IP and Subnetting
- Intro to Computer Forensics
- E-commerce Design
- Foundations of IT
- Fundamentals of Network Security
Awards
SNHU Dean’s list Spring 2024
SNHU President’s list fall 2023
EICCU Fall 2016 President's & Dean's List
Organizations
NSLS - The National Society of Leadership and Success
AITP-Association of Information Technology Professionals
References
- Daketha Ward - daketha.ward@rsmus.com
- Heather Fransen - Heather.fransen@rsmus.com
- Shannon Christensen - Shannon.christensen@rsmus.com
- Angie Gibbs - Angie.Gibbs@rsmus.com
- Krista Stevens - Krista.stevens@rsmus.com
Volunteer Experience
- Davenport Community School District
- Women in Information Technology
- Current job volunteering for power of love for local area needs
Timeline
T1 Help Desk Supervisor
RSM
08.2020 - Current
Help Desk Dispatcher
RSM
01.2019 - 01.2020
T1 Help Desk
RSM
08.2018 - 01.2019
Tier 1 Help Desk Intern
RSM
01.2018 - 08.2018
Personal Assistant
Tim Odey Mel Foster co.
01.2017 - 01.2018
Office Manager
Shepherd Chiropractic Clinic
01.2014 - 09.2016
Sales Associate
Sterling Jewelers
05.2013 - 01.2014
Personal Trainer
Ultimate Fitness
12.2012 - 05.2013
Certified Medication Aide
Bickford Cottage
01.2001 - 12.2012
Certified Nurses Aide
Ridgecrest Village
01.1997 - 01.2001
Bachelor Of Applied Science - Management Information Systems
Southern New Hampshire University
AAS - Information Technologies Security and Forensics
Eastern Iowa Community college