Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Reading, coding, video games, exercising when possible, playing with my dogs
Additional Information
Languages
Affiliations
Timeline
Generic

Hillary Webster

Aliquippa,PA

Summary

Proven technical troubleshooter and customer service expert, I excelled at Verizon Wireless by enhancing user experiences and resolving complex technical issues with efficiency. Leveraging skills in technical support and empathetic customer communication, I significantly improved satisfaction rates. My methodical approach and collaborative spirit drive continuous improvement and customer success. Detail-oriented [Technical Remote Support] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Tech] position. Currently pursuing a Software Engineering degree, Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Verizon Wireless
04.2021 - 12.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Lead Medication Technician

Care Partners Country Terrace Assisted Living
01.2016 - 11.2019
  • Facilitated seamless transitions between shifts by providing thorough handoff reports to incoming staff members.
  • Ensured proper medication storage and inventory management for optimal efficiency and compliance with regulations.
  • Educated patients about potential side effects, interactions, and precautions related to their medications.
  • Managed complex medication regimens including IV therapy, injections, and oral medications for diverse patient populations.
  • Maintained accurate documentation of medication administration records, vital signs, and treatment plans for effective communication among the healthcare team.
  • Collaborated with healthcare team members to ensure comprehensive, coordinated care for each patient.
  • Adapted quickly to changing patient needs by maintaining up-to-date knowledge on new medications and treatment protocols.
  • Trained new Medication Technicians, ensuring adherence to best practices and quality standards.
  • Contributed significantly towards maintaining Joint Commission accreditation by adhering strictly to regulatory guidelines.
  • Assisted in the development of streamlined medication administration procedures, resulting in increased accuracy and safety.
  • Provided exceptional patient support, addressing concerns and answering questions regarding medications and treatments.
  • Liaised effectively with pharmacists to clarify prescriptions, prevent potential drug interactions, or discuss alternative treatments as needed.
  • Enhanced patient care by accurately administering medications according to physician orders and established protocols.
  • Reduced medication errors by implementing a double-check system for high-risk drugs.
  • Demonstrated proficiency with electronic health record systems for accurate inputting of patient information.
  • Promoted a culture of accountability through regular audits of medication administration practices and documentation.
  • Monitored patients for adverse reactions or complications from medications, initiating prompt interventions when necessary.
  • Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
  • Monitored medication storage area to maintain medication security and control.
  • Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
  • Counted and recorded medication inventory routinely to maintain medication security and control.
  • Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
  • Reordered medication to maintain adequate supply.
  • Reviewed medication orders for accuracy and completeness before administering medication.
  • Monitored patient responses to medication to report adverse reactions quickly.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Identified and reported medication errors to avoid distributing wrong medication to patients.
  • Reviewed patient progress to document effects of any prescribed medication.
  • Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Administered psychotropic medications and anxiety education to patients to provide mental health care.
  • Turned and repositioned patients to prevent bedsores.
  • Explained treatment procedures, medications, and diets to inform patient and patient's family of care and progress.
  • Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
  • Assisted in maintaining conducive environment for residents by adhering to infection control policies.
  • Transported patients to operating and treatment rooms by using wheelchairs and wheeled carts.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Documented patient information and care activities in electronic health record.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Followed directions of licensed nurses to administer medications and treatments.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.

Dishwasher

Grazi's Italian Grill
03.2015 - 10.2015
  • Kept kitchen areas neat and clean by removing trash and organizing supplies.
  • Followed supervisor instructions to complete tasks on time.
  • Kept work area clean, dry, and free of debris to prevent incidents and accidents.
  • Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
  • Completed extra cleaning work on garbage cans, racks, dry storage areas and other fixtures to keep kitchen spotless.
  • Completed additional cleaning tasks within the kitchen area, contributing to an overall sanitary work environment.
  • Assisted with kitchen prep work to help operations run smoothly and meet customer needs.
  • Cleared, washed and stacked all plates, dining utensils, and trays quickly and without breaking.
  • Scraped, washed and efficiently restacked dishware, utensils, and glassware to keep kitchen ready for customer demands.
  • Washed equipment, surfaces, refrigerators, and other areas and applied sanitizing chemicals.
  • Supported overall restaurant operations by promptly restocking clean dishes and utensils in designated areas.
  • Worked with chemicals such as detergent, rinse agents, and sanitizers to protect customer health.
  • Increased performance reliability under pressure by consistently meeting fast-paced dishwashing demands, even during the busiest service periods.
  • Contributed to a positive team environment through effective communication and collaboration with kitchen staff members.
  • Enhanced kitchen efficiency by maintaining a clean and organized workspace for fellow staff members.

Quality Assurance Engineer

Golden County Foods
01.2014 - 01.2015
  • Supported successful product launches by conducting extensive pre-release testing and validation activities.
  • Established effective communication channels between QA, development, and project management teams to foster a collaborative working environment focused on delivering high-quality products.
  • Collaborated with developers and project managers to assess program capabilities, features and testing demands.
  • Managed bug tracking systems, ensuring timely resolution of reported issues and maintaining clear communication with stakeholders.
  • Conducted supplier audits to detect pre-production weaknesses in supply chain and human resource assets.
  • Analyzed issues with supplier contributions to detect defect trends, reporting findings to appropriate personnel.
  • Set up ongoing supplier site evaluation parameters to maintain quality control standards over long-term relationships.
  • Drafted instructional documentation for distribution to suppliers to establish standardized performance and quality thresholds.
  • Provided capability assessment and testing for individuals and teams assigned by suppliers.
  • Identified and defined production-critical supplier issues, providing differentiation from [Type] quality control discrepancies.
  • Led commodity-related quality control issues, correcting functional issues stemming from problematic components.
  • Collaborated with cross-functional teams to identify root causes of quality issues and implement effective solutions.
  • Evaluated potential suppliers based on rigorous criteria, ensuring alignment with company quality goals and objectives.
  • Served as liaison between engineering, manufacturing, procurement departments to address supplier-related concerns efficiently and effectively.
  • Improved supplier performance ratings through regular feedback and ongoing collaboration on corrective action plans.
  • Implemented a proactive approach to supplier management, anticipating potential risks before they became critical issues impacting product quality or delivery timelines.
  • Supported cost-saving initiatives by identifying areas for improved efficiency within the supply chain without compromising product quality.
  • Resolved supplier quality control issues through collaboration with third-party leadership.
  • Analyzed data trends from supplier evaluations to create actionable insights that led to enhanced overall performance across the supply base.
  • Championed initiatives that contributed to reducing overall product returns due to quality issues, increasing customer satisfaction levels.
  • Optimized incoming inspection procedures by working closely with receiving personnel, reducing wait times for materials needed in production lines.
  • Developed robust quality metrics for monitoring supplier performance, leading to better decision-making and continuous improvement initiatives.
  • Reduced material defects by closely monitoring supplier production processes and providing timely feedback.
  • Drove process improvements at supplier facilities through targeted audits, resulting in higher-quality products delivered on time.
  • Led root cause analyses to identify and address problems in industrial production.
  • Collaborated with cross-functional teams to develop and implement process changes.
  • Reduced downtime and increased production capacity with strong maintenance plans.
  • Conducted evaluations of equipment and machinery to verify optimal performance and efficiency.
  • Analyzed data to identify trends in production and maintenance costs and developed strategies to reduce expenses.

Sales Associate

Petco Animal Supplies Stores Inc.
03.2010 - 09.2014
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Solved customer challenges by offering relevant products and services.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.

Sales Assistant

Blue Eagle Sports
01.2007 - 12.2008
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Collaborated with team members to achieve a cohesive and efficient store environment.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
  • Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
  • Established rapport with customers using active listening and interpersonal skills.
  • Built rapport with repeat customers, fostering long-term loyalty to the brand.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Fielded customer questions to share information about products, availability, and pricing.
  • Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
  • Entered, coded and processed vendor invoices and helped track expenses for capitalizations.
  • Implemented loss prevention strategies by monitoring suspicious activity closely throughout the day-to-day operations of the store.
  • Gathered and prepared sales materials in preparation for sales meetings.
  • Prepared PowerPoint presentations and Word documents for sales presentations.
  • Managed efficient cash register operations.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.

Education

High School Diploma -

Lodi High School
Lodi, WI
12.2005

Skills

  • Technical Troubleshooting
  • Technical Support
  • Product Troubleshooting
  • Remote Support
  • Call Center Operations
  • Customer service expert
  • Issue Troubleshooting
  • Microsoft Outlook
  • Network diagnostics
  • User Support
  • Software Installation
  • Data Recovery
  • Technical issues analysis
  • Complaint resolution
  • Service support
  • Account Management
  • Application support
  • Customer Success Management
  • Application installations
  • Software diagnosis
  • Account updating
  • Windows 10
  • User credential management
  • Ticket support system management
  • Hardware diagnostics
  • System Administration
  • Mac systems
  • Technical documents comprehension
  • Network configuration
  • LAN/WAN
  • Information Protection
  • Microsoft Office Specialist (MOS) Expert
  • Systems Analysis
  • Hardware upgrades
  • Wide-area Networks
  • Java Full Stack
  • Security Protocols
  • Norton Antivirus software
  • TCP/IP
  • Videoconferencing
  • Business Development
  • Remote Technical Support
  • Friendly and Patient
  • Customer Communication and Empathy
  • Organizational Skills
  • Active Listening
  • Problem-Solving
  • Microsoft Windows and Office
  • Highly Professional
  • Attention to Detail
  • Help Desk Support
  • Issue and Resolution Tracking
  • Software Upgrades
  • Interpersonal Skills
  • System Maintenance
  • Troubleshooting Network Issues
  • Hardware and Software Repair
  • System Configuration
  • Defect Analysis and Resolution
  • Call Management
  • Database Management
  • Incoming Call Management
  • Online Chat Support
  • Tracking and Documentation
  • Employee Computer Support
  • Hardware and Software Configuration
  • Software Evaluation
  • Support Services
  • User Training
  • Network Certification
  • Computer Diagnostics
  • Collaborative Team Player
  • Hardware Configuration
  • System Performance Assessments
  • Analytical and Methodical
  • Technical Documentation
  • File Management Software
  • Software Patches
  • Error Detection
  • Computer System Diagnostics Software
  • Customer Needs Assessment
  • A Certification
  • VoIP Installation
  • Microsoft Certification

Accomplishments

  • Completed intensive training in database fundamentals and software engineering.
  • Endorsements in software development and mobile applications.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Increased number of resolved job tickets by [30%] over previous year.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained and led technical support teams of more than [75] support specialists.

Certification

  • Licensed Medical Technician - [February 2018]
  • [Software Engineering] Training - [June 2024]

Reading, coding, video games, exercising when possible, playing with my dogs

Ever since I was a little girl I devoured books; it was the escape from having to deal with the constant stress and witnessing what would now be considered "Domestic Violence". My father was Mike Webster, the first former pro athlete with Chronic Traumatic Encephelopathy or CTE as it is more commonly known. I also escaped with my brothers into video games, and having ADHD I absolutely was obsessed with The Legend of Zelda. I think everyone should play that game because it pushes you into figuring out solutions you never would have thought of to problems. I absolutely LOVE going to the gym and I feel so much more focused and healthy-and maybe it's a genetic thing too because that is how my dad dealt with his problems. I got into coding about two years ago and I love it for some reason, maybe because its constantly evolving, there is always new technologies to learn and I finally enrolled in a university program for it but I still need to work to pay bills honestly and a remote job is going to be the best way for me to work reliably and effectively as I do not have a car at this time. Finally, my baby Tilly, and handsome Bowdrie, and Gramma Baley (that"s what  we call her she is 13) they are all golden retrevers.

Additional Information

A dedicated and results-driven professional with over five years of experience in the technology sector. Specializing in software development and project management, I have a proven track record of delivering high-quality projects on time and within budget. My expertise lies in coordinating cross-functional teams and leveraging agile methodologies to enhance productivity and drive innovation.

As a lifelong learner, I am committed to staying abreast of the latest industry trends and technologies. My analytical skills and attention to detail enable me to solve complex problems effectively. I am seeking a challenging role in a forward-thinking company where I can contribute to impactful projects and continue my professional growth.

As a lifelong learner, I am committed to staying abreast of the latest industry trends and technologies. My analytical skills and attention to detail enable me to solve complex problems effectively. I am seeking a challenging role in a forward-thinking company where I can contribute to impactful projects and continue my professional growth.

Key Achievements

  • Led a team of developers in creating a mobile application that increased company revenue by 20% within the first six months of launch.
  • Implemented a new agile project management process that reduced project delivery times by 30%.
  • Recognized as ‘Employee of the Year’ for outstanding performance and dedication to excellence.

Professional Goals

My goal is to join an organization that values innovation, encourages continuous learning, and provides opportunities for career advancement. I aim to leverage my skills in technology and leadership to contribute to the company’s success and make a positive impact on the industry.

Also

  • In the process of completing a software engineering certification.
  • Am extremely adept at blockchain technology and smart contracts.
  • Am extremely well-spoken and caring and am good at marketing.
  • I am in the process of obtaining a software engineering degree/certification, also I have completed the CompTIA I just need to take the exam, which is part of why I need a job, also I've completed Microsoft 365 Essentials, and Azure Fundamentals my ultimate goal since I did suffer Identity theft is DevSecOps, so I am dying to get into the cloud/ DevOps sector so I can learn from those talented individuals who can teach me more, but I also want to learn from the talented individuals who are proficient in programming and make it look easy even though it is not.

Languages

English
Native or Bilingual
Spanish
Limited Working

Affiliations

  • National Football League

Timeline

Technical Support Representative

Verizon Wireless
04.2021 - 12.2023

Lead Medication Technician

Care Partners Country Terrace Assisted Living
01.2016 - 11.2019

Dishwasher

Grazi's Italian Grill
03.2015 - 10.2015

Quality Assurance Engineer

Golden County Foods
01.2014 - 01.2015

Sales Associate

Petco Animal Supplies Stores Inc.
03.2010 - 09.2014

Sales Assistant

Blue Eagle Sports
01.2007 - 12.2008

High School Diploma -

Lodi High School

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Hillary Webster