David Osteen
Overview
13
13
years of professional experience
Work History
Internet Repair
Spectrum
04.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Business Improvement Analyst
Alorica
02.2020 - 02.2024
- Developed a root cause analysis tool that identified and resolved process issues quickly and efficiently
- Identified opportunities for process improvement through data analysis and benchmarking
- Streamlined an inefficient process, resulting in a 20-60% improvement in operational efficiency
SUPPORT HELP DESK PROSUPPORT
Alorica
02.2018 - 02.2020
- Developed and maintained technical documentation for IT processes and procedures
- Assisted users with IT-related issues and provided technical support
- Troubleshooted hardware and software issues for users, resulting in an improved customer service experience
Mac Plus Tier 2
Convergys
11.2013 - 02.2018
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Monitored and evaluated employee progress to ensure learning objectives are met
- Investigated and identified the root cause of customer issues and provided detailed reports to engineers
Skills
- Project Planning
- Microsoft Excel
- Project Management
- Management
- Computer Hardware
- Milestones (Project Management)
- Technical Support
Timeline
Internet Repair
Spectrum
04.2024 - Current
Business Improvement Analyst
Alorica
02.2020 - 02.2024
SUPPORT HELP DESK PROSUPPORT
Alorica
02.2018 - 02.2020
Mac Plus Tier 2
Convergys
11.2013 - 02.2018