Hunter Webster

• Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
• Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
• Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
• Managed department call volume of over 150 calls per day and coordinated department schedules to maximize coverage during peak hours.
• Monitored employee performance to identify areas for improvement and additional training needs.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
• Built strong relationships with field operations team to support business development opportunities and improve service.

• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Outpaced peer group to become a lead in less than a year on the job.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Tested new software and hardware prior to deployment.
• Researched and identified solutions to technical problems.
• Installed, configured and maintained computer systems and network connections.
• Assisted in development of system security protocols.
• Created user accounts and assigned permissions.

# Worked with a team to set up a Network environment in field-level conditions.
# Supervised the process of installing over 150 computer systems in a field environment and kept
accountability of all assets totaling over $50,000.

• Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
• Set up and controlled user profiles and access levels for each database segment to protect important data.
• Created and implemented database designs and data models.
• Created and updated database designs and data models.
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.

# Sent over 50 coworkers to training events including Comp Tia Security + and CCNA courses.
# Used Microsoft Excel to create spreadsheets to keep track of training events for over 25 employees.
# Kept coworkers informed of upcoming training events and handled requests from higher training
agencies for annual training nominations.