Caleb Conrad
Bremen,OH
Summary
- IT Service Desk Supervisor with 5+ years of experience. I am always striving to further my IT career and knowledge. I am willing to learn anything and dedicate as much time as it takes to become proficient.
- Assists customers with top-tier technical issues in a detail-oriented manner
- Provides new hire agents with expert training, based on top-performing status on the team
- Works in a leadership role to help agents who need assistance
- Utilizes technical skills to provide high quality customer service in a timely and professional fashion
- Ensure that all servers were running correctly
- Troubleshooting different payment systems and ensuring all stores had the correct equipment
- On-call support for 20+ Burger Kings around Ohio providing advanced technical support
Overview
2025
2025
years of professional experience
Work History
Supervisor of Services
Insight
Lewis Center, OH
06.2019 - 09.2024
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Directed and supervised team of 15 employees in daily operations.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Tier III Supervisor
Spectrum
Columbus, OH
- Directed and supervised team of up to 10 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Reviewed reports from subordinate staff members before submitting them to senior management.
- Collaborated with other departments to coordinate workflow processes between teams.
- Coordinated employee schedules according to shift changes and availability.
- Complied with company policies, objectives and communication goals.
- Provided ongoing training to address staff needs.
Tier III Technical Support
Spectrum
Columbus, Ohio
- Assists customers with top-tier technical issues in a detail-oriented manner
- Provides new hire agents with expert training, based on top-performing status on the team
- Works in a leadership role to help agents who need assistance
- Utilizes technical skills to provide high quality customer service in a timely and professional fashion
Systems Manager
Miller Managment
Columbus, OH
- Ensure that all servers were running correctly
- Troubleshooting different payment systems and ensuring all stores had the correct equipment
- On-call support for 20+ Burger Kings around Ohio providing advanced technical support
Education
Eastland Career Center
01.2012
Fairfield Union
01.2012
Skills
- Assisting customers
- Technical issues
- Detail-oriented
- Training
- Leadership
- Technical skills
- Customer service
- Troubleshooting
- Payment systems
- Equipment
- On-call support
- Technical support
- Customer satisfaction
Personal Information
Date of Birth: 06/18/94
Timeline
Supervisor of Services
Insight
06.2019 - 09.2024
Tier III Supervisor
Spectrum
Tier III Technical Support
Spectrum
Systems Manager
Miller Managment
Eastland Career Center
Fairfield Union
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