Heather Kennedy
Laneville TX,TX
Summary
Dedicated Technology Support Specialist with expertise in ticketing systems, remote desktop support, and effective communication. Committed to enhancing customer satisfaction through prompt issue resolution and strategic solutions.
Overview
25
25
years of professional experience
Work History
Technology Support Specialist
RDO Equipment
Grapevine, TX
07.2023 - Current
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved equipment malfunctions, improving overall system reliability.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Maintained documentation of technical procedures and user guides for efficient knowledge transfer.
- Analyzed recurring issues to identify trends, proposing solutions for long-term improvements.
- Trained new staff on troubleshooting techniques and company technology protocols, enhancing team competency.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Collaborated with cross-functional teams to identify opportunities for process improvements and implement strategic solutions accordingly.
- Maintained comprehensive documentation of processes, updates, and troubleshooting procedures to streamline future problem resolution efforts.
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
- Handled significant call volume to address technical support inquiries and responded to technical support needs.
Equipment Coordinator/ Yard
RDO Equipment
Irving, TX
04.2022 - 07.2023
- Adapted quickly to changing demands in a high-pressure setting.
- Collaborated with team members while also completing individual tasks.
- Utilized strong verbal and written communication to convey information clearly.
- Contributed positively to team dynamics by offering support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Provided exceptional customer service, addressing concerns promptly and accurately.
Flower Delivery Driver and Dispatch
Bices
Hurst, TX
01.2022 - 04.2022
- Delivered floral arrangements to customers, ensuring timely and accurate order fulfillment.
- Managed route planning to enhance efficiency and reduce delivery times.
- Communicated with customers to confirm delivery details and address inquiries promptly.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Maintained vehicle cleanliness and safety standards for optimal delivery operations.
Medical Assistant
Dr. Otto
Wyandotte, MI
04.2004 - 12.2009
- Administered patient care and assisted with medical procedures in a fast-paced clinical environment.
- Educated patients on treatment plans, medication usage, and preventive care measures effectively.
- Coordinated appointment scheduling and follow-ups, improving patient flow and satisfaction.
- Managed patient records using electronic health record systems to ensure accuracy and confidentiality.
- Trained new staff on office protocols and best practices to enhance team performance and service quality.
- Managed inventory of medical supplies, ensuring availability for daily operations without excess waste.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
Assistant
Lutheran Services
Monroe MI
12.2001 - 02.2004
- Coordinated scheduling and logistics for training sessions and events, ensuring smooth execution.
- Managed scheduling and resource allocation, optimizing workforce productivity during peak business periods.
- Monitored cash intake and deposit records for residents.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
- Maintained compliance with state regulations, completing detailed documentation for licensing requirements and audits.
- Provided support for residents' hygiene and healthcare needs, ensuring comfort and dignity.
- Collaborated with external agencies to coordinate services for residents' diverse needs.
- Conducted regular assessments to monitor resident progress and adjust care strategies accordingly.
Education
High School Diploma -
Airport High School
Carleton, MISkills
- Remote desktop support
- Ticketing system proficiency
- Software installation
- Troubleshooting techniques
- Technical writing
- Written communication
- Customer service
Timeline
Technology Support Specialist
RDO Equipment
07.2023 - Current
Equipment Coordinator/ Yard
RDO Equipment
04.2022 - 07.2023
Flower Delivery Driver and Dispatch
Bices
01.2022 - 04.2022
Medical Assistant
Dr. Otto
04.2004 - 12.2009
Assistant
Lutheran Services
12.2001 - 02.2004
High School Diploma -
Airport High School