Summary
Overview
Work History
Education
Skills
Clerical Skills
Service Driven Skills
Troubleshooting Skills
Administrative Skills
Personal Information
Affiliations
Swimming, bowling and Yoga
Timeline
Generic

BERTINA STEWART

Durham,NC

Summary

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

14
14
years of professional experience

Work History

RSC IV (QUOTA WORKFORCE MANAGEMENT)

Charter Spectrum
05.2015 - Current
  • Optimized schedules, forecasts and other tools to present to management.
  • Continuously monitored industry trends in order to stay up-to-date on emerging technologies related to workforce optimization.
  • Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Enhanced productivity with streamlined processes for staff allocation and workload management.
  • Managed overtime, shift swaps, breaks and PTO requests.

SIGNATURE HOME ADVISOR

Time Warner Cable-Spectrum
04.2014 - 05.2015
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Mentored junior technical support representatives, enhancing their problem-solving skills and product knowledge.
  • Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
  • Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
  • Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Diagnosed and troubleshot hardware, software and network issues.

ASSISTANT OFFICE MANAGER

United Tax Express
01.2010 - 01.2017
  • Created multiple scheduling calendars for optimizing staffing needs for regional locations in Charlotte and Hickory
  • Recruited, interviewed, and hired staff as necessary
  • Accurately processed staffing hours and payroll reports for leadership.

Education

Associate of Applied Science - AS Cybersecurity

Southern New Hampshire University
Hooksett, NH
06.2025

Skills

  • Troubleshooting

  • Customer Service

  • OS AGENT

  • SCOPE

  • CSG

  • Team Player/Work Independently

  • Problem Solving

  • Quick Leaner

  • Strategic Thinking

  • Microsoft Excel

  • Report Writing

  • Problem-Solving

Clerical Skills

  • Particular close attention to detail
  • Ability to work independently & team environments
  • Managing multiple priorities efficiently and timely
  • Strong Typing & 10-key skills

Service Driven Skills

  • Excellent Customer Service Skills
  • Great interpersonal and communication skills
  • Effective communication with vendors and top-level management
  • Conflict resolution
  • Training facilitation and mentoring
  • Knowledge of industry products, services
  • Driving global competencies that deliver courteous services

Troubleshooting Skills

  • Managing multiple priorities efficiently and timely
  • Effective use of applications: Outlook, Word, Excel
  • Knowledge of industry products, services
  • Excellent typing, data entry, and research skills

Administrative Skills

  • Strong Organizational Skills
  • Excellent Team building & Leadership Skills
  • Proficient Excel Organizational charts, Pivot Tables
  • Time Management Skills

Personal Information

Title: Community Solutions Central Operations Analyst I

Affiliations

  • Order of the Eastern Star

Swimming, bowling and Yoga

I love water, sun and sand

Timeline

RSC IV (QUOTA WORKFORCE MANAGEMENT)

Charter Spectrum
05.2015 - Current

SIGNATURE HOME ADVISOR

Time Warner Cable-Spectrum
04.2014 - 05.2015

ASSISTANT OFFICE MANAGER

United Tax Express
01.2010 - 01.2017

Associate of Applied Science - AS Cybersecurity

Southern New Hampshire University

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