KANDANCE ROCHELLE
Spring,TX
Summary
Highly motivated technical support employee with a strong desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Support Technician
NextGen
2023.01 - 2023.08
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Streamlined help desk processes by implementing efficient ticketing system, reducing response time and increasing productivity.
- Collaborated with cross-functional teams to implement new technology solutions, improving overall support capabilities.
- Reduced response time for support requests by prioritizing tasks and managing workload effectively.
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Enhanced system performance by diagnosing and resolving hardware and software issues.
- Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues.
- Resolved complex technical issues with innovative solutions, contributing to a significant reduction in downtime.
Apparel Associate
Walmart
2022.11 - 2023.05
- Provided excellent customer service to ensure customer satisfaction and loyalty
- Assisted in creating attractive displays and visual merchandising to maximize sales potential in the home and apparel area
- Assisted in providing a clean and organized shopping environment by regularly tidying up shelves, racks, and displays
- Monitored inventory levels and ensure the availability of products in the home and apparel area to meet customer demand and minimize stockouts
- Collaborated with the marketing team to develop and implement strategies to promote apparel products and increase sales
- Collaborated with the merchandising team to determine the best placement and arrangement of new apparel products in the store, ensuring maximum visibility and sales potential.
Help Desk Support Technician
Geek Tech
2018.09 - 2019.07
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Supported customers with password resets and account customization
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference. Installed, modified, and repaired software and hardware to resolve technical issues.
Biology Tutor
EMC
2014.10 - 2015.05
- Developed and implemented creative teaching methods to engage students and enhance their understanding of biology concepts
- Designed and implemented personalized tutoring plans for each student based on their specific learning needs and goals
- Prepared and administered practice exams to simulate the STAAR exam environment and help students become familiar with the format and time constraints
- Assessed student progress regularly and provided feedback to parents/guardians on their child's academic performance and areas for improvement
- Provided additional resources and materials to students to supplement their biology studies and further develop their understanding of the subject
- Collaborated with other tutors to develop and share effective teaching strategies and resources.
Overnight Stocker
Walmart
2013.02 - 2014.06
- Ensured accurate and timely stocking of merchandise to meet customer demand and maintain store appearance throughout the night
- Ensured that all safety protocols and procedures are followed during the stocking process to maintain a safe working environment for employees and customers
- Maintained a safe and clean work environment by following company policies and procedures
- Assisted customers in finding products and provide excellent customer service
- Adhered to inventory management processes to ensure accurate tracking and reporting of stock levels
- Collaborated with the store management team to identify areas for improvement in stocking processes and implement solutions to increase efficiency and productivity.
Grocery Bagger
Kroger
2008.10 - 2009.10
- Ensured the cleanliness and organization of the checkout area to provide a pleasant shopping experience for customers
- Enhanced customer satisfaction by efficiently bagging groceries and handling fragile items with care.
- Maintained a positive and friendly attitude towards customers at all times, ensuring they had a pleasant shopping experience
- Retrieved and sanitized shopping carts to ensure a clean and healthy environment for customers
- Provided excellent customer service by greeting customers, assisting with bagging groceries, and retrieving carts
- Assisted in training new sackers on bagging techniques and customer service skills.
Education
Bachelor of Science - Computer Science
Sam Houston State University
Huntsville, TX06.2026
Associate of Science - Computer Programming
Lone Star College
Houston, TX05.2013
High School Diploma -
Spring High School
Spring, TX06.2009
Skills
- Remote Technical Support
- Microsoft Exchange
- 65 WPM Typing
- User Support & Troubleshooting
- LAN/WAN Assessment
- Active Directory
- Engineering Principles
- Networking
- Citrix, & CRM Software
- Microsoft Office, Windows & MAC
- Critical Thinking
- Issue and Resolution Tracking
Certification
- [Google IT Support Professional] - October 2023
- Technical Support Fundamentals, Coursera- September 2023
- The Bits and Bytes of Networking, Coursera - September 2023
- Operating Systems and You: Becoming a Power User, Coursera - October 2023
- System Administration and IT Infrastructure Services, Coursera - October 2023
- IT Security: Defense Against the Digital Dark Arts, Coursera - October 2023
- [MTA: Networking Fundamentals] Microsoft - August 2017
Timeline
Help Desk Support Technician
NextGen
2023.01 - 2023.08
Apparel Associate
Walmart
2022.11 - 2023.05
Help Desk Support Technician
Geek Tech
2018.09 - 2019.07
Biology Tutor
EMC
2014.10 - 2015.05
Overnight Stocker
Walmart
2013.02 - 2014.06
Grocery Bagger
Kroger
2008.10 - 2009.10
Bachelor of Science - Computer Science
Sam Houston State University
Associate of Science - Computer Programming
Lone Star College
High School Diploma -
Spring High School
- [Google IT Support Professional] - October 2023
- Technical Support Fundamentals, Coursera- September 2023
- The Bits and Bytes of Networking, Coursera - September 2023
- Operating Systems and You: Becoming a Power User, Coursera - October 2023
- System Administration and IT Infrastructure Services, Coursera - October 2023
- IT Security: Defense Against the Digital Dark Arts, Coursera - October 2023
- [MTA: Networking Fundamentals] Microsoft - August 2017
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