Dakota Brower
Olathe,KS
Summary
- Data Entry
- Knowledge Database
- Finance
- Process Review and Improvement
- Security Support
- Account Management
- IT Customer Support
- After-Hours IT Support
- Incident Management
- IT Helpdesk
- Legal & Privacy for Compliance
- Reporting
- Payments and Reconciliation
Overview
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Engineer
CivicPlus
Manhattan, Kansas
12.2022 - Current
- Provided technical support to clients using CivicPlus software solutions.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Resolved complex technical problems through root cause analysis techniques.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Managed customer inquiries via phone, email, and ticketing systems efficiently.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Assisted users with password resets and account lockout resolutions.
- Educated users on software features and best practices for CivicPlus products.
- Documented technical procedures and solutions in knowledge base articles.
- Monitored system performance and reported anomalies to ensure reliability.
- Collaborated with various departments and development teams to identify problems, but also provide solutions.
- Collaborated with various departments and development teams to identify problems, but also provide solutions.
Delivery Driver/CSR
Flatlands Logistics (Amazon)
08.2020 - 12.2022
- Provided exceptional customer service to over 100 customers daily, resolving package inquiries and concerns effectively.
- Troubleshot devices and managed high-stress conflicts to ensure timely resolutions.
- Handled decision-making roles that influenced customer satisfaction immediately.
Inside Sales Associate
Inside Ventures
06.2019 - 11.2019
- Conducted cold calls to sell Medicare plans while maintaining professionalism, utilizing effective selling techniques to enhance customer experience.
- Collaborated with multiple companies and agents to direct customers to appropriate resources.
- Managed customer inquiries while delivering customized product information tailored to individual needs.
Education
High School Diploma -
Hutchinson High School
Hutchinson, KS01-2013
Some College (No Degree) - Business Administration And Management
Kansas State University
Manhattan, KSSkills
- Slack & MS Teams
- Zoom
- MS Office
- Windows
- DataDog
- OneNote
- Zendesk & Salesforce
- OneDrive
- 2FA/MFA
- Internal Web Applications
Certification
- Introduction to Prompt Engineering for Generative AI
- IAM Fundamentals with OKTA
Timeline
Technical Support Engineer
CivicPlus
12.2022 - Current
Delivery Driver/CSR
Flatlands Logistics (Amazon)
08.2020 - 12.2022
Inside Sales Associate
Inside Ventures
06.2019 - 11.2019
High School Diploma -
Hutchinson High School
Some College (No Degree) - Business Administration And Management
Kansas State University