Justin Shields
New Albany,IN
Summary
Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
18
18
years of professional experience
Work History
Technical Support Representative
Heartland Payment Systems
Jeffersonville, US
06.2022 - Current
- Data Entry
- System Maintenance
- Answering emails
- Troubleshot customer inquiries related to software and hardware issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Updated customer information and account status in the database following each interaction.
- Ensured compliance with company policies and procedures regarding technical support operations.
Customer Service Representative
Spectrum
Louisville, US
11.2017 - 06.2022
- Strengthened customer retention by offering discount options.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collaborated with other mentors and professionals to share best practices and enhance the mentoring program's effectiveness.
- Facilitated weekly one-on-one mentoring sessions, providing guidance, support, and feedback to mentees.
- Facilitated group activities for mentors and mentees to build relationships and foster collaboration.
Assistant Manager
Arby's
Jeffersonville, US
05.2007 - 12.2017
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Analyzed inventory trends to forecast future needs and prevent overstock.
- Managed purchase orders with vendors to maintain optimal stock levels.
Education
Associate's degree - Gender Studies
Jefferson Community and Technical College
Louisville, KY05.2010
Skills
- IT Support
- Hospitality
- Technical Support
- Cash register
- Profit & Loss
- Troubleshooting
- Leadership
- Desktop Support
- Salesforce
- Microsoft Windows
- Quality Assurance
- Customer service
- Communication skills
- Microsoft Outlook
- Typing
- Recruiting
- Management
- Sales
- Help Desk
- Product demos
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Technical Support Representative
Heartland Payment Systems
06.2022 - Current
Customer Service Representative
Spectrum
11.2017 - 06.2022
Assistant Manager
Arby's
05.2007 - 12.2017
Associate's degree - Gender Studies
Jefferson Community and Technical College