Judith Koontz

Gettysburg,PA

Summary

Experienced in troubleshooting and conflict resolution. Dedicated customer success support professional with a proven track record of resolving customer impact issues. Strong analytical background. Driven to help others and find unique solutions to challenges. Seeking a position to utilize skills and expertise in enhancing customer satisfaction and driving business growth.

Overview

years of professional experience

Work History

Technical Support Specialist II Business and Consumer

Brightspeed

01.2022 - 05.2024

Resolved over 50 technical and non-technical support inquires per day.
Troubleshoot voice Centrex, Key line, analog and PBX extensions to Network Interface Device
Educate and instruct customer on web based email support and Portal password resets
Manage wireless network setup and configuration to provider network
Install Anti-virus and firmware on supported systems
Program voicemail features through internal switch
Assist customer walk through with instructions on installation of modem/router
Troubleshoot network hardware/software computer connectivity to provider network, Diagnose Fiber Optic connectivity on corporate accounts MDU and HOA
Record all calls in detail, thorough call documentation and tracking
Research and utilize diagnostic aids to resolve technical problems.

Service Assurance Support Technician II Consumer and Business

CenturyLink (Formerly) Lumen Technologies

04.2009 - 01.2022

Educate and train customers on troubleshooting steps to resolve connectivity issue
Troubleshoot computer hardware and software connectivity to provider network
Record all calls in detail, thorough call documentation and tracking
Install firmware and anti-virus software to end user computer
Handle phone, chat and email using multi-systems simultaneously
Sales of products, upgrades of fiber internet and phone services
Support corporate accounts voice analog, PBX, Key and Centrex lines and data
Install Wireless network setup and configuration to provider network
Supported T1 agents for advanced Voice, Data and television connections.

Customer Service Representative (Contractor)

Working Solutions

03.2002 - 01.2013

Customer Service handling inbound and outbound calls in call center environment managing approximately 100 calls each day.
Data Entry detailed and accuracy for record of all accounts
Bookings of hotels packages and car rental services upgrades and insurance
Exceeded expectations in performance, top agent with Outstanding Service awards for sales
Project work with McKesson Medical outbound calling to client for prescription qualifications. Follow up on outcome of application status.
Zen desk, Microsoft Word, Excel, PowerPoint proficient.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Associates Degree - Health Administration

Computer Learning Network, Harrisburg, PA

01.2004

Skills

Microsoft Office
Excel
MS Word
Teams
Salesforce
Genesis
Avaya
Windows 7 8 10 11

MAC OS
Typing 75 wpm
Technical Training
Remote desktop services and support
Technical Troubleshooting
Troubleshooting and Diagnosing
Operating systems
Application support

References

Available upon request.

Timeline

Technical Support Specialist II Business and Consumer - Brightspeed

01.2022 - 05.2024

Service Assurance Support Technician II Consumer and Business - CenturyLink (Formerly) Lumen Technologies