Donna Means
Darby,PA
Summary
Diversely Skilled Technical Analyst with experienced solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Technical Support Associate
Conduent Call Center
09.2018 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Promoted efficiency among departments with prompt resolution of system issues.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Recorded and maintained relevant notes for each client and incident report.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Configured hardware, devices, and software to for clientele.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Gaming Service Representative
Sykes Enterprises, Incorporated
08.2016 - 09.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly by by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
Technical Support Representative
Comcast, Xfinity
01.2012 - 01.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities then bundled packages to save clients money while increasing revenue.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer account, billing, and product inquiries along with providing technical assistance over phone and chat.
- Researched and identified solutions to technical problems.
Education
Associate of Science - Computer Information Science
Strayer University
Washington, DC12.2007
Skills
- IBM compatible Laptop, Desktop, Printer, Mobile Device (installation, configuration, upgrades, diagnostics)
- Apple MacBook, iMac, iPhone, iPad, Device (installation, configuration, upgrades, troubleshooting)
- User credential management
- Account management
- Staff education and training
- Application support
Timeline
Technical Support Associate
Conduent Call Center
09.2018 - Current
Gaming Service Representative
Sykes Enterprises, Incorporated
08.2016 - 09.2018
Technical Support Representative
Comcast, Xfinity
01.2012 - 01.2015
Associate of Science - Computer Information Science
Strayer University