Jackie Henderson
Centennial,CO
Summary
Lead Technical Support Specialist with comprehensive experience in troubleshooting, systems analysis, and customer service. Known for strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in problem-solving, technical documentation, and training team members. Reliable and effective in high-pressure environments, ensuring consistent and optimal performance.
Overview
8
8
years of professional experience
Work History
Lead Technical Support Advisor
ADP
Aurora, Co
09.2023 - Current
- Provides functional, Procedural and Technical guidance to the Comprehensive Services Organization to resolved product and client issues by utilizing extensive product knowledge
- Problem solving skills and Troubleshooting experience for current platform with regards to time and labor Modules
- Partner closely with different business units to share best practices and product knowledge information.
- Developed training materials to improve onboarding process for new support specialists, accelerating their ramp-up time.
- Led technical support team in troubleshooting complex client issues, enhancing customer satisfaction and retention.
- Assists with growth and development of service associate by identifying training and Mentoring Opportunities and assists with facilitating training
- Aid overall client satisfaction by providing dedicated ownership of large, complex, value-added task and other projects
Sr. Print Client Tech Support Consultant
ADP
Aurora, Co
07.2018 - 09.2023
- Provides technical expertise to resolve product issues for clients and associates within Essential Time and Attendance
- Trained new staff on product features and troubleshooting techniques, fostering a knowledgeable support team.
- Mentored junior consultants in advanced troubleshooting methods, promoting skill development and team efficiency.
- Provide clear, concise, and pertinent communication to the field associates regarding product announcements
- Provided expert technical support for software applications, resolving complex customer issues efficiently.
- Analyzed client needs to deliver tailored solutions, enhancing user satisfaction and system functionality.
- Work with Escalated clients and build strong relationships , fostering trust and loyalty through exceptional communication and professionalism
Education
Economics
University of Kanass
Lawrence, KS, USEconomics
Florissant Valley Community College
Florissant, MoHigh School Diploma - undefined
McCluer Senior High
Ferguson05-1983
Skills
- Technical troubleshooting
- Customer support
- Escalation handling
- Product troubleshooting
- Product knowledge
- Reliability
- Effective communication
- Active listening
- Training and Development
Timeline
Lead Technical Support Advisor
ADP
09.2023 - Current
Sr. Print Client Tech Support Consultant
ADP
07.2018 - 09.2023
High School Diploma - undefined
McCluer Senior High
Economics
Florissant Valley Community College
Economics
University of Kanass