Kala Taylor
Fitchburg,WI
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Nelnet INC.
11.2020 - Current
- Provided technical assistance to up to 450 customers per month via Call/Email/Chat
- Solved up to 76% of Incidents on first call
- Provided exceptional customer service without a single customer complaint
- Worked collaboratively with my team to resolve difficult issues without escalation
- Escalated and routed issues to tier 2 and tier 3 teams as necessary
- Tracked issues and updated tickets to resolution using Service Now
- Provided support for the following technologies: Citrix, Windows 10, VPN, Active Directory, Mainframe, Chrome, Firefox, Edge, Office 365, Teams, Ping, Multifactor Authentication, Cisco Finesse, Cisco Jabber, CXone.
Technology Hopper/Student Intern
Madison Metropolitan School District
01.2020 - 08.2020
- Traveled between 48 public schools in Madison providing tech support to over 27,000 students and 4,000 faculty and staff
- Managed CYSAIE ticketing system along with ZOGG for a variety of issues facing diverse school staff and students: equipment servicing, software installation, trouble shooting, hardware problem solving, reconfiguration, printers/projectors, PCs, laptops, TVs monitors, smart boards
- Averages 10 to 12 tickets per day, in addition to largescale installation projects and software upgrades as a member of a team of hoppers, constantly collaborating to cover shared workload
- Praised for outstanding customer service in an often high-stress environment, pivoting between projects seamlessly and managing expectations and stress of clients
- Part of essential team responsible for Covid-19 laptop purchasing and accelerated upgrades to prepare for online learning
- Oversees onboarding and training new hires, in addition to normal workload.
IT Student Help Intern
Madison Area Technical College
06.2019 - 01.2020
- Recruited from IT job fair to provide technological support and services at all nine Madison College campuses servicing 2,165 devices in 384 rooms
- Provided a calming presence, praised for her patience and creativity in finding solutions that work consistently receiving positive feedback from help tickets
- In addition to faculty and staff, provided direct support to students: helping troubleshoot IT problems and issues—with their own personal technology and training on Blackboard, Netlab, and other student software
- Worked with Server Team at two campuses—building, configuration, and repair of servers and data storage.
Education
Bachelor’s Degree - Business and Technology
University of Wisconsin – Milwaukee
Milwaukee, WI05.2025
Associate’s degree - Systems Administration Specialist
Madison Area Technical College
Madison, WI05.2020
Technical Diploma - Desktop Support Technician
Madison Area Technical College
Madison, WI05.2017
Skills
- Technical Support
- VMware
- Windows Servers
- Active Directory
- Linux Servers
- Customer Support
- Troubleshooting
- Citrix
- ServiceNow
- Office 365
- PowerShell
- Remote Applications
Scholarshipsawards
- Anderson Scholarship - 12/2019
- Benjamin Gilman Scholarship - 12/2018
- Lussier Family Scholarship - 04/2018
Timeline
Service Desk Analyst
Nelnet INC.
11.2020 - Current
Technology Hopper/Student Intern
Madison Metropolitan School District
01.2020 - 08.2020
IT Student Help Intern
Madison Area Technical College
06.2019 - 01.2020
Bachelor’s Degree - Business and Technology
University of Wisconsin – Milwaukee
Associate’s degree - Systems Administration Specialist
Madison Area Technical College
Technical Diploma - Desktop Support Technician
Madison Area Technical College
Similar Profiles
Dana MartinDana Martin
IT Software Engineer at Nelnet Inc.IT Software Engineer at Nelnet Inc.
Tanner ChambersTanner Chambers
Solar Design Engineer at Nelnet Renewable EnergySolar Design Engineer at Nelnet Renewable Energy
Tianna PetersonTianna Peterson
Customer Service Representative at NelnetCustomer Service Representative at Nelnet
Kortni ConwayKortni Conway
Teacher at Medford School District 549CTeacher at Medford School District 549C
JAMIE L. HOLMESJAMIE L. HOLMES
Physical Therapist Assistant & Receptionist at ApexNetwork Physical TherapyPhysical Therapist Assistant & Receptionist at ApexNetwork Physical Therapy