JEANETTE PERDEW
Waukee,IA
Summary
Dedicated technician and manager with extensive experience in manufacturing and technology sectors. Committed to delivering top-tier technical support and operational efficiency. Expertise in managing and resolving complex technical issues, ensuring product quality, and leading teams to meet critical deadlines. Leverages technical knowledge and problem-solving skills to minimize downtime and enhance productivity. In-depth knowledge of embedded systems, network setup, software and hardware diagnostics, and virtual server management. Possesses a diverse skill set that excels in various technical areas. Passionate about continuous improvement and customer satisfaction through effective communication, attention to detail, and proactive approach to technical support and team leadership. Excited about leveraging experience to meet business needs. Qualified Advanced Technical Support Specialist with eight years of helpdesk experience and over thirty years of customer service experience. Adept at engaging customers by identifying issues and streamlining steps to resolve technical problems effectively.
Overview
38
38
years of professional experience
Work History
Global Technical Support Specialist for Embedded Products
John Deere ISG GSC
03.2021 - 07.2024
- Provided front line technical support to John Deere dealership technicians and customers on embedded agronomic software and hardware and resolved highly complex technical issues for them ensuring minimal downtime during production operations
- Provided beginning-to-end support by owing cases and providing closed loop communications when issues had to be handed off to engineering or other departments for resolution
- Worked with regional John Deere logistical managers to accurately gather information needed for the back-end databases and administrative process of dealership mergers and acquisitions and provided follow to ensure the process completed successfully
- Consistently and repeatedly worked as a substitute for the next level of support in a global technical support call center covering sick days and vacation time by performing all job duties associated with the position including case tracking, routing, and second level support for front line agents
- Provided support to the training department by providing on the job training for new hires during their transition from classroom learning to working on their own by teaching them how to use internal tools and shoring up any gaps in their training
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Resolved 20-50 technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Facilitated the transfer of machines, hardware and employees in worldwide Dealership acquisitions and mergers, ensuring that the new owning dealership has access to machines and records on those dealership assets. The dealer employee access to the system and records also have to be accurately transferred in the system which will allow their access to the Organization for Operations Center for the new owning dealership.
Global Technical Support Specialist for Embedded Products
Kelly Services
05.2018 - 03.2021
- Company Overview: Transfer of Contract from Adroit to Kelly for John Deere ISG GSC
- Provided front line technical support to John Deere dealership technicians and customers on embedded agronomic software and hardware and resolved highly complex technical issues for them ensuring minimal downtime during production operations
- Provided beginning-to-end support by owing cases and providing closed loop communications when issues had to be handed off to engineering or other departments for resolution
- Worked with regional John Deere logistical managers to accurately gather information needed for the back-end databases and administrative process of dealership mergers and acquisitions and provided follow to ensure the process completed successfully
- Consistently and repeatedly worked as a substitute for the next level of support in a global technical support call center covering sick days and vacation time by performing all job duties associated with the position including case tracking, routing, and second level support for front line agents
- Provided support to the training department by providing on the job training for new hires during their transition from classroom learning to working on their own by teaching them how to use internal tools and shoring up any gaps in their training
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Resolved 20-50 technical support inquiries per day.
- Documented support interactions for future reference.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Global Technical Support Specialist for Embedded Products
Adroit Software and Consulting
08.2016 - 05.2018
- Company Overview: Contracted employee to John Deere ISG GSC
- Provided front line technical support to John Deere dealership technicians and customers on embedded agronomic software and hardware and resolved highly complex technical issues for them ensuring minimal downtime during production operations
- Served customers and dealers via phone, email, and chat queues
- Provided beginning-to-end support by owing cases and providing closed loop communications when issues had to be handed off to engineering or other departments for resolution
- Worked with regional John Deere logistical managers to accurately gather information needed for the back-end databases and administrative process of dealership mergers and acquisitions and provided follow to ensure the process completed successfully
- Contract transferred to Kelly Services to continue with John Deere ISG GSC
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Resolved 30-50 technical support inquiries per day.
Department Supervisor
Gits Manufacturing
11.2004 - 02.2014
- Read, interpreted, and followed blueprint specifications while also leveraging my problem-solving ability to set up and operate the automated and manual assembly line machines
- My attention to detail allowed me to provide quality control by physically inspecting parts and ensuring production parts were to specifications
- Provided training to new employees both on procedures and on the operation of machines
- Performed setup of scanning and labeling machines, and then trained new employees on their proper operations
- By using leadership, communication, production management, inventory management, and time management skills I ensured that the employees in the department had all orders packed, ready, and moved to shipping by the date specified on the work orders
Artist Owner
Jan Perdew Paintings
11.1986 - 02.2014
- Design, create, market my original paintings
- Working one on one with customers I use my extensive service-based communication skills to ensure that my products fit their exact needs or desires
- I maintain accurate tax and account records for my business by leveraging various Microsoft Office products
- I maintain my own personal computers, resolving both software and hardware issues whenever they arise
Education
Associates of Applied Sciences - Information Technology Systems Networking
Southwestern Community College
Creston, IA05.2016
Skills
- Highly Professional
- Ticket support system management
- Customer Support
- Interpersonal Skills
- Software Installation
- Customer experience management
- Customer Communication and Empathy
- Performance Optimization
- Problem Resolution
- User account management
- Application installations
- Hardware upgrades
- Technical Support
- Issue Troubleshooting
- Microsoft Outlook
- Call Center Operations
- Videoconferencing
- Desktop support
- Microsoft Windows and Office
- Issue and Resolution Tracking
Resume mission statement
I am a dedicated technician and manager with extensive experience in the manufacturing and technology sectors, committed to delivering top-tier technical support and operational efficiency. I excel in managing and resolving complex technical issues, ensuring product quality, and leading teams to meet critical deadlines. I leverage my technical expertise and problem-solving skills to minimize downtime and enhance productivity. My diverse skill set includes in-depth knowledge of embedded systems, network setup, software and hardware diagnostics, and virtual server management. I am passionate about continuous improvement and customer satisfaction, consistently striving to exceed expectations through effective communication, meticulous attention to detail, and a proactive approach to technical support and team leadership. I look forward to leveraging my experience to meet your business needs.
Timeline
Global Technical Support Specialist for Embedded Products
John Deere ISG GSC
03.2021 - 07.2024
Global Technical Support Specialist for Embedded Products
Kelly Services
05.2018 - 03.2021
Global Technical Support Specialist for Embedded Products
Adroit Software and Consulting
08.2016 - 05.2018
Department Supervisor
Gits Manufacturing
11.2004 - 02.2014
Artist Owner
Jan Perdew Paintings
11.1986 - 02.2014
Associates of Applied Sciences - Information Technology Systems Networking
Southwestern Community College
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