Brandi Ferdig
Tarpon Springs,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in many industries. 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 anything.
Overview
24
24
years of professional experience
Work History
Core Support Technician
KnowBe4
02.2015 - 03.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments
- Investigate, analyze and offer support options based on customer needs
- Master of Extreme Ownership
- Consistent 100% Satisfaction Ratings
- API Integrations, SaaS, Ticketing Systems (Zendesk), Salesforce, ADFS, Azure Entra, Google Wo
- DataDog, Logz.io and Papaertrail
- MS Exchange, M365, Defender, Google Workspace
- Mail Flow Management, Security Filters
- Expert at being an all-around support Ninja
- Trained in Security Awareness and Simulated Phishing
IT Administrator
Freightcenter Inc.
02.2015 - 02.2017
- Onboarding, Offboarding, Manage User Access
- Administrate M365 and Google Work Space systems
- Administrate Active Directory as it applies to User Account Permissions
- General Remote and Local Support for System Network
- Support and Maintain Internal Telephone System, VOIP, Inbound Call Queues
- Administrate Call Sweet's Software Solutions, Live Widgets
- Administrate Avaya Communication Manager, HelloFax, Datel Software Solutions
- Set up and manage agent phone queue access
- Manage Equipment Inventory
- Administrate Helpdesk Ticketing System: Zendesk
- Set Up and Maintain New and Existing Workstation Hardware
- Set up Bosch - Easy Access Control System & Video Client
Plumbing Specialist
Home Depot
01.2013 - 12.2014
- Conducted routine store maintenance tasks such as cleaning, organizing shelves, and conducting inventory checks, ensuring optimal presentation of products at all times.
- Supported colleagues during busy periods by stepping into various roles as needed, ensuring smooth operations across entire store.
- Cultivated positive work environment through open communication channels within team, fostering collaboration towards shared goals.
- Streamlined inventory management by maintaining accurate records of stock levels and placing timely orders for restocking.
- Enhanced customer satisfaction by resolving product issues promptly, offering refunds or exchanges when necessary.
- Assisted customers in selecting right tools and materials for their projects, ensuring successful completion of various tasks.
Customer Service Representative - Hybrid
Home Shopping Network
02.2010 - 12.2011
- Provided product knowledge, shipping and return instructions
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Telephone Operator – Team Lead
A-Quality Answering Service
07.2008 - 02.2010
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws
- Maintained professional tone when assisting callers, ensuring positive experiences
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
Independent Computer Contractor
Glover Technologies
05.2004 - 07.2008
- Installed and setup medical computers, barcode printer and dialysis monitoring equipment, job detailed data entry
- Managed time sensitive computer contracted work orders
- Consulted with customers to assess needs and propose optimal solutions.
Computer Science Work-study, Assistant to Department Chair
Florida Metropolitan University
05.2004 - 05.2007
- Created and Streamlined Computer Science Dept.'s class and student database
- Contributed Academic's marketing PowerPoint presentations
- Coordinated and scheduled Advisory Board meetings
- Provided technical support during student labs
- Provided exceptional customer service, addressing inquiries from students, faculty, and staff promptly and professionally.
- Delivered prompt assistance with administrative tasks such as scheduling meetings or appointments for faculty members or supervisors.
- Collaborated with team members on special initiatives aimed at improving work study processes and procedures.
Technical Sales Specialist
Office Depot
03.2001 - 09.2003
- Lead technology, counter sales, customer service representative
- Contributed to daily and overnight inventory counts for quality control
- Secured software and specific equipment, key holder for locked items
Assistant Manager, Manager
Computer Renaissance
02.2000 - 02.2001
- Managed day to day operations, employee schedules and payroll
- Handled escalated customer service issues, advertising and promotions
- Managed inventory control, ordering of product and loss prevention, data entry
Education
Bachelors Degree - Computer Information Science
Florida Metropolitan University
Clearwater, FL06.2008
Skills
- Problem Resolution
- Critical Thinking
- Detail Oriented
- Microsoft Applications
- Google Applications
- Fast Learner
- Remote Support
- Ticket management
- Mac systems
- Information Protection
- Technical issues analysis
- Customer support/service expert
- Teamwork and Collaboration
- Friendly and Patient
- Organizational Skills
- Attention to Detail
- Active Listening
- Customer Communication and Empathy
- Appointment Scheduling
Timeline
Core Support Technician
KnowBe4
02.2015 - 03.2024
IT Administrator
Freightcenter Inc.
02.2015 - 02.2017
Plumbing Specialist
Home Depot
01.2013 - 12.2014
Customer Service Representative - Hybrid
Home Shopping Network
02.2010 - 12.2011
Telephone Operator – Team Lead
A-Quality Answering Service
07.2008 - 02.2010
Independent Computer Contractor
Glover Technologies
05.2004 - 07.2008
Computer Science Work-study, Assistant to Department Chair
Florida Metropolitan University
05.2004 - 05.2007
Technical Sales Specialist
Office Depot
03.2001 - 09.2003
Assistant Manager, Manager
Computer Renaissance
02.2000 - 02.2001
Bachelors Degree - Computer Information Science
Florida Metropolitan University
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