Benjamin Kirkland
North Kansas City,MO
Summary
Highly skilled IT professional with a background in systems administration, maintenance and end-user training. Accomplished in designing solutions to achieve software compatibility and streamline system upgrades and installations. Talented in administering and maintaining complex systems. Seeking to leverage comprehensive IT experience to take the next career step in systems administration with a respected organization that values hard work, strategic thinking, and results.
Overview
8
8
years of professional experience
Work History
Omni-Channel Systems Administrator
Sunlighten Saunas
Lenexa, KS
10.2021 - Current
- Created reports detailing monthly call volume, abandoned calls, resolution rates and Lead Distribution.
- Provided technical support to troubleshoot issues reported by customers over the phone or online chat platforms.
- Investigated stakeholder inquiries thoroughly and accurately to determine root cause of problem before providing solutions.
- Ensured compliance with company policies and local regulations regarding call center operations.
- Monitored systems performance to identify potential issues and provided solutions as needed.
- Managed user accounts in AD ensuring users have appropriate access rights.
Quality Control Manager
ISPN
Lenexa, KS
09.2016 - 06.2020
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Troubleshooted and resolved technical issues related to internet access.
- Configured, maintained and updated routers, switches and other networking equipment.
- Implemented security measures such as firewalls and encryption protocols.
- Provided technical support to customers via phone or email.
Education
High School Diploma -
05-2001
Skills
- Program installations
- IT procedure development
- Incident management
- Troubleshooting and diagnosis
- User access management
- PC diagnostics
- Microsoft Office Suite
- Active directory
- Call routing
- Workforce management
- Reporting and analysis
- CRM software
References
References available upon request.
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Career advancementWork-life balanceWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Omni-Channel Systems Administrator - Sunlighten Saunas
10.2021 - Current
Quality Control Manager - ISPN
09.2016 - 06.2020
Leavenworth High School - High School Diploma,
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