John Allen
Roy,UT
Summary
Accomplished Desktop and Site Support Technician II with a robust history at Teleperformance USA, excelling in virtualization technologies and team productivity enhancement. Demonstrated expertise in hardware installation and fostering a culture of continuous improvement, leading to streamlined support processes. Proven ability to diagnose complex issues, enhancing system performance and customer satisfaction.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
Work History
Desktop and Site Support Technician II
Teleperformance USA
10.2022 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Operations Administrative Assistant
Teleperformance USA
08.2019 - 10.2022
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Established administrative work procedures to track staff's daily tasks.
- Served as a Technical Account Manager, overseeing and delivering multiple small-scale projects.
Workforce Real Time Analyst
Teleperformance USA
04.2017 - 08.2019
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
Call Center Supervisor
Teleperformance USA
09.2016 - 04.2017
- Supervised 14 agents in providing excellent customer service to callers requiring assistance.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Call Center Representative
Teleperformance USA
08.2015 - 09.2016
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and team productivity by promoting operational best practices.
Education
SeviceNow
New Apprenticeship
Cyber Security
University of Utah
Salt Lake City, UTSkills
- Virtualization technologies
- Patch management
- Operating systems
- Active directory
- System maintenance
- Hardware installation
- Remote support
- Javascript
- HTML programming
- Microsoft powershell
- Bash script design
- C understanding
Timeline
Desktop and Site Support Technician II
Teleperformance USA
10.2022 - Current
Operations Administrative Assistant
Teleperformance USA
08.2019 - 10.2022
Workforce Real Time Analyst
Teleperformance USA
04.2017 - 08.2019
Call Center Supervisor
Teleperformance USA
09.2016 - 04.2017
Call Center Representative
Teleperformance USA
08.2015 - 09.2016
SeviceNow
New Apprenticeship
Cyber Security
University of Utah
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