Jody Watson
Winston-Salem,United States
Summary
Innovative technology professional with several years of diverse experience. Service Desk professional with extensive background in IT support and team supervision. Known for streamlining operations and enhancing user satisfaction through effective problem resolution. Focused on team collaboration and achieving consistent results, while adapting to changing needs and priorities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Desk Supervisor
HCTec
03.2023 - Current
- Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
- Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly.
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
Technical Support Representative
Spectrum
12.2021 - 02.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Specialist
West End Cafe
10.2013 - 12.2021
- Built customer loyalty and retention by delivering excellent dining experiences.
- Implemented time-saving techniques for both customers and staff.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Education
Bachelor of Fine Arts - Sculpture, Design
University of North Carolina At Greensboro
Greensboro, NCSkills
- Active directory
- Remote support
- Customer support management
- Documentation
- Stress tolerance
- Escalation handling
- Problem-solving skills
- Microsoft office
- Active listening
- Service support
- Ticketing system proficiency
Certification
CompTIA A+ certification 8/24
Timeline
Service Desk Supervisor
HCTec
03.2023 - Current
Technical Support Representative
Spectrum
12.2021 - 02.2023
Customer Service Specialist
West End Cafe
10.2013 - 12.2021
Bachelor of Fine Arts - Sculpture, Design
University of North Carolina At Greensboro
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