Kaleabe Derejay
Seattle ,Wa
Summary
With a proven track record at General Dynamics Information Technology Inc, I excel in enhancing operational efficiency and customer satisfaction. Expert in preventive maintenance and adept at fostering team collaboration, I significantly improve service delivery and sales outcomes. My skills in electrical troubleshooting and exceptional customer service drive substantial performance improvements, showcasing a unique blend of technical proficiency and interpersonal excellence.
Overview
8
8
years of professional experience
Work History
Support Analyst
HomesUSA.COM
03.2023 - Current
- Created user accounts and managed access control.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Researched and identified solutions to technical problems.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tested new software and hardware prior to deployment.
- Configured and distributed devices used daily by employees.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
- Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Developed and implemented preventive maintenance procedures.
- Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Enhanced communication between departments by facilitating interdepartmental workshops focused on improving collaboration.
- Contributed to on-site and technical support for third-party software titles such as [Software] and [Software] for [Type] personnel.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software].
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Installed, configured and maintained computer systems and network connections.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Configured and tested new software and hardware.
Customer, Service and Sales
Molly Maid
02.2021 - 12.2022
- Trained and developed sales team members for improved customer service and sales performance.
- Mentored junior staff members on best practices in customer service and sales techniques, improving overall performance of the team.
- Boosted team morale and efficiency by organizing regular training sessions on customer service and sales techniques.
- Trained and managed associates in customer service and sales techniques.
- Collaborated with fellow assistants to improve overall team performance and share best practices in customer service and sales support.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
Maintenance Electrician
General Dynamics Information Technology Inc
05.2017 - 11.2020
- Inspected electrical equipment to assure it was operating correctly.
- Responded to fault and wiring issues, identifying hazards and problems.
- Installed new equipment and modified existing equipment.
- Conducted preventive maintenance on equipment.
- Reduced downtime by promptly troubleshooting and repairing electrical issues in industrial machinery.
- Collaborated closely with other maintenance professionals to coordinate repairs efficiently without disrupting daily operations.
- Conducted periodic assessments of maintenance tools and equipment, ensuring they were in proper working order to maximize workplace efficiency.
- Completed complex repair tasks swiftly while adhering to strict quality standards, minimizing impact on production timelines.
- Maintained accurate documentation of completed repairs and maintenance activities, keeping management informed of ongoing projects and potential concerns.
- Improved equipment reliability by implementing preventive maintenance schedules and procedures.
- Reviewed blueprints and schematics to properly place wires, fixtures and appliances.
- Safely installed new electrical components, fixtures and motors in addition to testing systems to enhance power flow.
- Kept up-to-date with advancements in industry technology and practices by attending workshops and conferences, subsequently implementing new techniques as appropriate.
- Maintained a strong commitment to safety protocols while working with high-voltage systems; significantly reduced risk of accidents or injuries.
- Enhanced overall facility safety by conducting regular inspections of electrical systems and addressing potential hazards.
- Used oscilloscopes, voltmeters and ohmmeters to test electrical systems.
- Streamlined communication between departments about upcoming maintenance needs so that proper preparations could be made ahead of time.
- Managed inventory effectively by regularly monitoring stock levels of spare parts and ordering new supplies as needed.
- Prioritized environmental sustainability by identifying ways to recycle or repurpose outdated electrical components, minimizing waste and promoting eco-friendly practices.
- Conducted thorough root cause analyses to identify long-term solutions for recurring electrical issues, preventing costly equipment failure.
- Spearheaded efforts to upgrade outdated or inefficient components within the facility''s electrical infrastructure, resulting in improved functionality and performance over time.
- Proactively identified areas for improvement in energy consumption, recommending cost-effective solutions for reducing usage and waste.
- Ensured compliance with industry standards through diligent adherence to local, state, and federal regulations for electrical work.
- Supported successful equipment installations by accurately interpreting blueprints, schematics, and technical drawings during project execution.
- Collaborated with cross-functional teams to improve operational efficiency and minimize production disruptions caused by electrical malfunctions.
- Implemented training programs to educate colleagues on best practices for maintaining electrical equipment, fostering a culture of safety and accountability within the workplace.
- Audited supply inventories.
- Implemented advanced diagnostic tools to resolve customer complaints.
- Coordinated digging and climbing permits.
- Optimized plant performance through comprehensive assessment of electrical control systems, making necessary adjustments for optimal output.
- Troubleshot and repaired malfunctioning systems and components.
- Replaced and repaired lighting fixtures and electrical control and distribution equipment.
- Repaired or replaced wiring, equipment and fixtures using hand tools and power tools.
- Inspected electrical systems, equipment and components to identify hazards, defects and need for adjustment or repair.
- Tested electrical systems functionality and continuity of circuits using devices such as ohmmeters, voltmeters and oscilloscopes.
- Spliced, joined and connected wire to fixtures and other electrical components.
- Prevented breakdown of systems by routinely inspecting and replacing old wiring and cleaning circuits.
- Connected appropriate parts to deliver power to audio and visual equipment, signaling devices and heating or air conditioning systems.
- Interpreted drawings, wiring diagrams, flow charts and written descriptions of project requirements.
- Consulted with management on functionality and lifespan of electrical equipment, advising when continued use may be hazardous.
- Instructed customers on proper use and safety of electrical systems and equipment.
- Followed state and local building regulations based on National Electrical Code.
- Fabricated custom and replacement parts according to specifications, using hand tools.
- Managed business report generation, recordkeeping and supply ordering.
- Examined electrical units for loose connections and broken insulation.
- Studied building schematics to determine location of wiring and equipment.
- Installed safety and distribution components for electrical systems, such as switches, resistors and circuit-breaker panels.
- Installed 120/208 volt systems and 347/600 volt systems.
Education
Associate Of Arts -
Seattle Central Community College
Seattle, WA06.2016
Skills
- Product knowledge and sales
- Oilfield services
- Customer education and consulting
- Delivers exceptional customer service
- Transportation Economics Understanding
- Candidate experience improvement
- Brake system customer service
- Upselling products and services
- Business pitches and sales
- Patient service and assistance
- Understanding of cash management services
- Product and service promotion
- Quotes and sales
- HMO understanding
- Espresso and tea beverage service
- Sales and business development
- Customer service experience
- Professional service standards
- Service installation and configuration
- Sales and promotion abilities
- Customer service mindset
- Customer service background
- Customer behavior understanding
- Salesmanship and persuasion
- On-call and emergency services
- Customer and employee rapport
- Providing customer service
- Merchandising and sales
- Sales and marketing expertise
- Service and parts teams management
- Sales and promotion expertise
- Sales tools and techniques
- Sales training and leadership
- Services and amenities promotion
- Sales and use tax invoices
- Customer and vendor relations
- Transmission Service Understanding
- Sales and retention
- Customer service excellence
- Sales and marketing strategy
- Sales and marketing strategies
- Customer service and satisfaction
- Customer service improvement
- Customer queries and response
- Service sales
- Customer and Service-oriented
- Public services and programs
- Sales forecasting and analysis
- Funeral Service Sales
- Sales and marketing experience
- Icings and fondant
- Customer care standards
- Quality of Service Understanding
- Sales techniques understanding
- Tire and wheel services
- Sales and promotional strategies
- Sales and pricing strategies
- Weapons handling expertise
- Service and repair documentation
- Applicant support and service
- Marketing and sales strategies
- Laundry handling
- Sales analysis and reporting
- Inbound customer service
- International customer service
- Aerobic and anaerobic training
- Customer service delivery
- Cross-selling products and services
- Customer inquiry and response
- Placenta encapsulation services
- Sales and marketing
- Client service and rapport
- Demonstrated versatility in performing various cutting techniques for different beef cuts as required by customers or market demands
- Seat belt and harness service
- Plumbing customer service
- Product and service troubleshooting
- Customer service oversight
- Customer Query Handling
- Acquiring and retaining customers
- Warranty and service options
- Microservices Understanding
- Hospitality and service industry background
- Waxing and threading services
- Deep understanding of microservices
- Handling service calls
- Client relations and customer service
- Pharmacy and customer records management
Timeline
Support Analyst
HomesUSA.COM
03.2023 - Current
Customer, Service and Sales
Molly Maid
02.2021 - 12.2022
Maintenance Electrician
General Dynamics Information Technology Inc
05.2017 - 11.2020
Associate Of Arts -
Seattle Central Community College
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