Bredell Mitchell
Summary
Dedicated and highly motivated and results-oriented professional with a proven record of accomplishment in customer-centric roles. Equipped with strong interpersonal and communication skills, I excel in building and maintaining positive relationships with clients. With a background customer facing and interacting roles within Exact Sciences, I am adept at understanding customer needs and providing tailored solutions to ensure their success. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. I am currently working on my software engineering degree at Southern New Hampshire University.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Technical Support Analyst
Exact Sciences
11.2023 - Current
- I am responsible for providing comprehensive technical assistance and support to users encountering issues with software, hardware, or other technology-related systems
- My duties involve diagnosing and troubleshooting problems, whether remotely or in person, with a focus on resolving technical issues promptly and efficiently.
Customer Enablement Specialist
Exact Sciences
04.2020 - 11.2023
- Create user accounts and passwords for providers and staff to the online portal, manage and work through work queues that have various shipment gating errors
- Answer questions in our team's floor support (assisting specialists with countless number of questions and issues.
Provider Support Specialist
Exact Sciences
02.2019 - 04.2020
- Answer phone calls for providers assisting in many situations
- Make outbound calls alerting to positive test results
- Maintain high adherence levels to improve and keep customer satisfaction at its highest.
Manage Print Service Desk Specialist
Parts Now LLC
Madison, WI
08.2016 - 02.2019
- Emphasized continuous improvement by providing constructive feedback to team members and encouraging ongoing learning opportunities.
- Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
- Expedited issue resolution through clear communication between end-users, technical teams, and vendors.
- Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
- Facilitated smooth software installations, upgrades, and patches, ensuring minimal disruption to users'' work.
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
Service Desk Technician - Residential
TDS Telecom
Madison, WI
04.2013 - 08.2016
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Provided excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
Education
Southern New Hampshire University (Software Engineering program)
05.2024
Bachelor of Arts - Business Administration
Iowa State University
Ames, IAMadison Lafollette Highschool
01.2008
Skills
- Critical thinking and problem-solving skills
- Adaptability and conflict resolution
- Leadership management and communication
- Application support
- Support ticketing systems
- Incident Management
- ITIL Processes
- Empathy and Emotional Intelligence
- Customer Relationship Management
- Teamwork and Collaboration
- Customer Communication and Empathy
Hobbies and Interests
- Wrestling and Football coach
- Renovating and resale of homes
- Learning new skills through certifications
- Fishing
Certification
- ITIL V4 (People Cert 2024)
- Google CyberSecurity Professional Certificate (Coursera 2023)
- Google IT Support Professional Certificate (Coursera 2024)
- IBM IT Support Professional Certificate (Coursera 2024)
Timeline
Associate Technical Support Analyst
Exact Sciences
11.2023 - Current
Customer Enablement Specialist
Exact Sciences
04.2020 - 11.2023
Provider Support Specialist
Exact Sciences
02.2019 - 04.2020
Manage Print Service Desk Specialist
Parts Now LLC
08.2016 - 02.2019
Service Desk Technician - Residential
TDS Telecom
04.2013 - 08.2016
Southern New Hampshire University (Software Engineering program)
Bachelor of Arts - Business Administration
Iowa State University
Madison Lafollette Highschool