BRIANNAH KELLY
Fort Mill,South Carolina
Summary
| Technical Support
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
5
5
years of professional experience
Work History
IT Support Specialist
Velocitor Solutions
07.2023 - Current
- Manage inbound calls from a diverse clientele, systematically documenting all issues via a ticketing system
- Provide technical support to Campbell's and FedEx employees spread across America and Canada, ensuring seamless operation of IT systems and infrastructure.
- Troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices, achieving a 91% resolution rate.
- Install, configure, and maintain operating systems and software applications, ensuring compliance with security standards and policies.
- Collaborate with cross-functional teams to implement IT projects, such as system upgrades and network enhancements.
- Conduct training sessions to educate users on new technologies and best practices for IT security.
Customer Service Specialist/ Originations
Sunlight Financial
04.2022 - 03.2024
- Field incoming calls and outbound calls with installers and/or clients to support Sunlight Financials' focus to meet service level requirements while maintaining a consistent quality score of 95%
- Provided help desk support to callers, addressing IT issues promptly and effectively to minimize downtime.
Managed and resolved tickets in a timely manner using ticketing systems, maintaining a 95% satisfaction rate. - Collaborated with vendors and service providers to troubleshoot network connectivity and telecommunication issues.
- Addressed technical issues for loan service providers and assisted loan customers, showcasing a versatile skill set in troubleshooting and client assistance
- Played a key role in fraud verification activities, contributing to maintaining the integrity & validity of customer information.
Customer Service Spec II
Republic Services
01.2020 - 10.2021
- Troubleshot minor technical issues, promptly reporting larger problems, & executing general maintenance and repair tasks
- Collaborated with departmental leaders to formulate and achieve organizational goals, strategic plans, and objectives, resulting in a significant boost in company revenue to $11 Billion in sales and profits
- Responded to a high volume of customer service requests, averaging 250+ calls daily, demonstrating efficiency and professionalism
- Achieved promotion within 3 months due to outstanding performance
- Recorded and documented customer support interactions by accurately inputting information into company systems, handling service changes, and addressing issues related to billing and equipment
- Demonstrated ability to manage multiple tasks concurrently while maintaining adaptability and flexibility
- Identified opportunities to enhance operational efficiency & successfully implemented process changes to improve workflow.
Education
Information Technology Security & Administration Program -
MyComputerCareer
01.2024
Skills
- Technical Support
- Team building /Teamwork
- Strong Communication
- Active Directory
- Data Collection
- Failure Resolution
- Debugging
- Technical Assistance
- Customer Relationship Management
- Call Management
- Troubleshooting and Diagnostics
- Trend Analysis
- Resourceful
- Problem-Solving ability
- Analytical
- Windows
- Google suite (Google Docs, Drive & Google Sheets)
- Microsoft Office Suite
- Communication Platforms (Skype, Slack, Microsoft Teams)
- Data Entry
- Written Fluency
- Adaptability
- Openness to Feedback
- Multitask effectively
- Clerical Support
- Filing
- Python coding
- Microsoft Azure Portal
- Logic apps
- Workflow maps
- Documentation
- Software Installation
- Printer troubleshooting
- Virtualization Technologies
- User Training
- Mobile Device Support
- System Configuration
- Cloud computing knowledge
- Hardware maintenance
- Ticketing system proficiency
- Mobile Device Management
- Wireless Networking
- Remote Support Capabilities
- IT Security Management
- Asset Management
- Server Management
- Instruction and training
- Database Administration
- Application support
- Technical equipment inspection
- VoIP Support
- Backup and recovery
- Hardware upgrades
- VPN Configuration
- Disaster Recovery Planning
- Data Recovery
- Network Administration
- Configuration Management
Websites
Timeline
IT Support Specialist
Velocitor Solutions
07.2023 - Current
Customer Service Specialist/ Originations
Sunlight Financial
04.2022 - 03.2024
Customer Service Spec II
Republic Services
01.2020 - 10.2021
Information Technology Security & Administration Program -
MyComputerCareer
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