Years experience with superior customer service
Dotti Kearney
Dawsonville,GA
Summary
A customer service professional with over 30 years experience; strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers.
Overview
31
31
Work History
Technical Support Coordinator
Hewlett Packard Enterprise
Alpharetta, GA
09.2020 - 10.2022
- Provided technical support to numerous U.S Federal Government departments and agencies, DOD and commercial industry mission critical computer networks located within CODUS and Canada
- Monitored and responded to critical and high priority customer trouble tickets, by coordinating troubleshooting/resolution communications using variety of methods
- Global Remote Service (GRS) liaison for resolution of equipment delivery issues for customers, as well as onsite technical support engineers.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Submitted service tickets for equipment maintenance requests.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved 20 -30 Technical support inquiries per day
Critical Event Manager/Technical Support Account Manager
Hewlett Packard Enterprise
Alpharetta, GA
03.2015 - 05.2020
- Monitored Datacenter Care and Mission Critical customer cases to provide onsite technicians immediate support and mitigate issues that may prolong outages
- Managed customer problems by prioritizing corrective actions to minimize down time
- Used active listening skills to solve customer complaints through conflict resolution and relationship building resulting in 18% improved customer satisfaction.
- Increased customer satisfaction ratings to 90%.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Network Engineer
Hewlett Packard Enterprise
Alpharetta, GA
01.2012 - 03.2015
- Utilized logical reasoning to analyze and implement solutions for customers on integrated, multi-vendor networks
- Used network monitoring tools to manage, coordinate and assist engineering teams to resolve network issues
- Configured, administered, repaired, and maintained switches, routers and wireless access points for enterprise customers
- Provided remote technical support for HP ProCurve, 3Com, H3C, Wireless, and iMC Network products.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Assisted with implementation and support of network monitoring tools.
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
System Support Specialist
International Hotels and Resorts Inc, IHG
Alpharetta, GA
01.2008 - 11.2011
- Responded to customer problems by providing 1st and 2nd level support on HOLIDEX reservation system, OPERA, ENCORE, PERFORM applications and other certified hardware and software
- Documented all trouble tickets in accurate and timely fashion in problem management system to provide a historical record for future reference
- Configured and troubleshoot local and wide area networks (LAN/WAN) software and hardware.
- Monitored hardware, software and peripheral performance against organizational expectations.
- Researched and resolved uncommon flagged system performance issues to expedite patching.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
Education
No Degree - Accounting
Nassau Community College
Garden City, NY1985
No Degree - MCSE
Omnitech Institute
Atlanta, GA03.2000
Skills
- Active Listening Skills
- Complaint Resolution
- Communication Skills
- Critical Thinking Skills
- Interpersonal Skills
- Patience
- Positive Attitude
- Time Management
- Dependable
- Salesforce Software
- Desktop support
- Customer service expert
- Technical Support
- Ticket support system management
- Technical documents comprehension
Timeline
Technical Support Coordinator
Hewlett Packard Enterprise
09.2020 - 10.2022
Critical Event Manager/Technical Support Account Manager
Hewlett Packard Enterprise
03.2015 - 05.2020
Network Engineer
Hewlett Packard Enterprise
01.2012 - 03.2015
System Support Specialist
International Hotels and Resorts Inc, IHG
01.2008 - 11.2011
No Degree - Accounting
Nassau Community College
No Degree - MCSE
Omnitech Institute