Kristopher Kimbrough
Jacksonville,FL
Summary
At Orlando Health, a skilled Help Desk Support Technician enhanced network reliability and customer satisfaction through innovative problem-solving and efficient self-service options. Expert in remote support and possessing exceptional customer service abilities, significantly reduced downtime and improved user independence. Collaborated effectively across teams, mastering ticket management and technical support, to deliver long-term solutions.
Overview
6
6
years of professional experience
Work History
Help Desk Support Technician
Orlando Health
11.2018 - Current
- Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.
- Resolved complex technical issues with innovative solutions, contributing to a significant reduction in downtime.
- Reduced wait times for help desk assistance by introducing self-service options through an online portal, empowering users to resolve common issues independently.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Collaborated with cross-functional teams to identify root causes of recurring problems and implemented long-term solutions.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Arts - Digital Media
University of Central Florida
Orlando, FL05-2015
Skills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Help desk software
- Technical support
- Customer service
- Active listening
- Verbal and written communication
- Desktop support
- Data entry
- Microsoft windows and office
Timeline
Help Desk Support Technician
Orlando Health
11.2018 - Current
Bachelor of Arts - Digital Media
University of Central Florida
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