Catherine J. Echols
Decatur,GA
Summary
Detail-oriented Call Center Professional skilled in data entry, technical troubleshooting, and system monitoring. Executes structured protocols and maintains precise logs while effectively escalating issues to senior staff. Monitors security and communication systems, implements flowchart-driven resolutions, and coordinates hardware restarts. Delivers high-quality support in ISO 9001-certified environments with a focus on compliance and analytical problem-solving.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Call Center Technician Support Specialist
KBR, Inc.
Charleston, SC
12.2019 - 03.2026
- Diagnosed and resolved technical issues and inbound emergency calls for clients, ensuring minimal disruption in service.
- Acted as the primary Operations Support liaison between field technicians and FAA tower Points of Contact, coordinating the timely resolution of system issues.
- Created, dispatched, and maintained active work orders through full completion cycle, ensuring detailed log entries and adherence to ISO 9001 quality standards.
- Supported overnight operational continuity until resolution.
- Delivered exceptional customer service support via phone, email and chat enhancing user satisfaction and retention.
- Documented troubleshooting procedures to streamline future issue resolution processes.
- Trained new technicians on call center operations and troubleshooting techniques.
Technical Operations Support Specialist – Dispatcher
Honeywell
Atlanta, GA
01.2013 - 01.2019
- Coordinated and dispatched customer work orders for high-profile government accounts, ensuring timely resolution while monitoring system status and logging support actions.
- Administered, programmed, and maintained badge access control hardware and security systems, performing routine troubleshooting and hardware restarts.
- Monitored security systems with live imaging and data, identified anomalies, and escalated hardware or software issues to senior engineering staff according to established protocols.
Quality Assurance Technical Support Specialist
First Advantage
Alpharetta, GA
01.2006 - 01.2013
- Executed software testing and monitoring for multiple applications, logging defects and escalating issues to ensure compliance with company SOP.
- Performed software testing and monitoring for multiple applications, logging defects and escalating issues to ensure system performance conformance per company SOP.
- Diagnosed and resolved technical issues related to company software via phone and online channels, utilizing structured problem-solving flowcharts for troubleshooting hardware and browser-related issues.
- Identified and documented recurring problems and resolutions, contributing to the development of SOP reference materials used by the Operations Support team.
- Documented recurring problems and resolutions, aiding development of SOP reference materials utilized by Operations Support team.
Education
Diploma - General Studies
Barnwell High School
Barnwell, SCSkills
- System & Alert Monitoring
- Technical Documentation
- Quality Assurance
- Security Systems Operations
- Flowchart development
- Technical troubleshooting
- Customer Service
- Microsoft Office 365
- Data entry proficiency
- Flowchart-Problem Resolution
Certification
- LEAN Six Sigma – Green Belt
- ISO 9001 Quality Management
- ProWatch Advanced Security Systems
- Bravo Performance Award
Timeline
Call Center Technician Support Specialist
KBR, Inc.
12.2019 - 03.2026
Technical Operations Support Specialist – Dispatcher
Honeywell
01.2013 - 01.2019
Quality Assurance Technical Support Specialist
First Advantage
01.2006 - 01.2013
Diploma - General Studies
Barnwell High School