Diverse background in customer service and field systems support provides both soft and technical skills. Committed to understanding and resolving problems while working to prevent them from continuing.
Overview
4
4
years of professional experience
Work History
Field Systems Support Analyst
Panera
St Louis, MO
04.2022 - Current
Delivered end user technical support, effectively reducing repeat calls to helpdesk.
Provided remote Tier 1 IT support for hardware and software to company personnel.
Increased overall company performance through improved IT uptime and cost reductions.
Last 30 average QA of 100.15%
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Corresponded with vendors, technicians and franchise partners with effective communication on technical issues to reduce and prevent and reduce downtime of essential
Provided technical support on security related software such as iBoss.
Customer Service Representative
LogicMark
Louisville, KY
02.2020 - 11.2022
Executed critical thinking and technical skills to trouble shoot medical alert devices.
Took over 18,000 customer and client calls, with extremely high satisfaction rate.
Maintained good to excellent manager reviews with internal QA system.
Mentored new employees on procedures and policies to maximize team performance.
Assisted in creating procedure for mass warranty replacement of medical alert devices.
Veterans Administration Provider Education
LogicMark
Louisville, KY
11.2021 - 04.2022
Educated Veteran Administration health care providers on medical alert technology.
Held over 20 live and recorded in-service trainings how devices are best used by patients.
Assisted in the creation of warranty policy for legacy devices.
Created excel documents to track over 3,000 customer devices that needed to be replaced.
Supported customer service and sales by helping to answer technical questions.
Education
High School Diploma -
Paducah Tilghman High School
Paducah, KY
05.2014
Some College (No Degree) - Front End Development Certificate of Completion
Code Louisville
Louisville
Some College (No Degree) - Computer Technician : Information Technology
West Kentucky Community And Technical College
Paducah, KY
Skills
Verbal and Written Communication
Multitasking and Prioritization
Interpersonal Skills
Technical Troubleshooting
Software Installation
Application support
User Training
Active Listening
Timeline
Field Systems Support Analyst
Panera
04.2022 - Current
Veterans Administration Provider Education
LogicMark
11.2021 - 04.2022
Customer Service Representative
LogicMark
02.2020 - 11.2022
High School Diploma -
Paducah Tilghman High School
Some College (No Degree) - Front End Development Certificate of Completion
Code Louisville
Some College (No Degree) - Computer Technician : Information Technology