Hi, I’m
Brandy Reese
IT Support
Ellenwood,GA
Summary
Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
13
years of professional experience
Work History
Comcast
SENIOR TECHNICIAN SUPPORT
10.2016 - Current
Job overview
- Provide day-of-job support for residential and SMB technicians on trouble calls, SROs, and installations
- Employ knowledge of communication technologies, internal tools, systems, and procedures to activate and troubleshoot live and OTT video, high-speed internet, telephony, and SMB ancillary services
- Facilitate weekly team meetings and best practice courses as needed
- Year average, 100% to tech interaction quality metric target, 87.5% to metric target resolving issues in the first interaction, 97% to schedule adherence target.
City of Garland
ADMINISTRATIVE ASSISTANT, EXECUTIVE DIRECTOR
09.2014 - 08.2016
Job overview
- Used Microsoft Office Suite to create and revise documents and presentations
- Monitored and coordinated venue reservations and travel arrangements, facilitating meetings and events
- Utilized sign-in and badge systems to screen and monitor visitors
- Screened incoming telephone calls, routing to appropriate personnel
- Maintained files and filing, keeping sensitive information confidential.
Windsor Equity Group, Café
QUALITY ASSURANCE SPECIALIST
04.2013 - 04.2015
Job overview
- Ensured that rules of conduct were adhered to during each call
- Monitored 105 representatives recorded conversations that were subject to quality assurance policies and screening
- Completed weekly progress reports on monitored agents
- Work hand in hand with team leaders to improve teams performance
Allstate Insurance
INSURANCE AGENT
02.2008 - 11.2010
Job overview
- Sold insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical and dental insurance, and specialized policies, such as marine, farm/crop and medical malpractice
- Called on policyholders to deliver and explain policy, to analyze insurance program and suggest additions and changes and to change beneficiaries
- Submitted forms to obtain binder coverage
- Obtained and provided information when claims were made on policy.
Education
Berkmar High School
Skills
Einstein 360 ACSR
Scout Watchtower
BACC Order Path
XPG Salesforce
Broadsoft Workbench
IPControl PHT
XRay
- Help Desk Support
- VPN Configurations
- Team Support
- MS Office
Accomplishments
• 2020- Present Atlanta TSC Voice Committee
• 2021 Your Voice Ambassador
• 2021 VIP Covid 19 Project
• 2021 Technical Chat Support
• 2019 Escalations Mailbox
• 2018 Atlanta TSC Voice Committee
• 2018 Atlanta TSC Insider Newsletter Editor
• 2018 Comcast Cares Day
• 2017-2018 Floor Support/ Smed
Timeline
SENIOR TECHNICIAN SUPPORT
Comcast
10.2016 - Current
ADMINISTRATIVE ASSISTANT, EXECUTIVE DIRECTOR
City of Garland
09.2014 - 08.2016
QUALITY ASSURANCE SPECIALIST
Windsor Equity Group, Café
04.2013 - 04.2015
INSURANCE AGENT
Allstate Insurance
02.2008 - 11.2010
Berkmar High School
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