Karen Lewis
Orlando,Florida
Summary
Experienced Technical Analyst/Administrative offering over 15 years of problem-solving expertise. Skilled at effectively communicating technical concepts to diverse audiences. Proficient in providing individual support and creating technical specifications for publication. Motivated and adaptable with strong work ethic and exceptional interpersonal skills.
Overview
25
25
years of professional experience
Work History
Front Desk Assistant
Florida Eye Clinic
Orlando, FL
01.2023 - Current
- Greeting Visitors: Welcoming guests and visitors in a friendly and professional manner
- Answering Phones: Handling incoming calls, transferring calls to appropriate departments or individuals, and taking messages when necessary
- Scheduling Appointments: Managing appointments and reservations, whether through a physical appointment book or digital scheduling software
- Responding to Emails: Checking and responding to emails promptly, forwarding messages to relevant parties, and maintaining email correspondence
- Providing Information: Offering information to visitors and callers about the company, its services, and relevant policies
- Assisting with Check-ins and Check-outs: For businesses like hotels or medical offices, assisting with guest check-ins and check-outs, including processing payments and issuing receipts
- Handling Mail and Packages: Receiving and sorting mail and packages, and notifying recipients of their arrival
- Maintaining Records: Keeping accurate records of visitor logs, appointment schedules, and other relevant documentation
- Handling Payments: Processing payments, whether cash, credit card, or check, and issuing receipts or invoices as needed
- Providing Administrative Support: Assisting with various administrative tasks such as typing, filing, photocopying, and faxing documents
- Managing Office Supplies: Ordering, stocking, and maintaining office supplies such as stationery, printer paper, and toner
- Assisting with Special Projects: Providing support for special projects or events as needed, such as organizing meetings or preparing presentation materials
- Handling Customer Complaints: Addressing customer complaints or concerns courteously and efficiently, and escalating issues to management if needed
- Maintaining Cleanliness: Keeping the front desk area tidy and presentable, including clearing clutter and ensuring cleanliness
Technical Support Analyst - Hybrid Remote
Spectrum
Orlando, FL
09.2018 - 10.2022
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Perform quality assurance and quality control assessments of support ticket fulfillment
- Prepare technical responses to requests for quotes, assigning costs, timeframes, and alternative solutions
- Troubleshooting and Diagnosing
- Computer Hardware and Software Knowledge
- Use company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Escalations Support Specialist Lead
Spectrum
Orlando, FL
10.2015 - 09.2018
- Provided Technical Support to Business Class Customers and strengthened their brand loyalty to the use of CARE
- Implemented company policies, technical procedures, and standards for preserving the integrity and security of data reports and access
- Created repair tickets for customer issues or requests to various departments throughout the division in a timely manner
- Eagerly assisted in Identifying and trending possible outages in affected service areas
Dispatch Support
Bright House Networks
Orlando, FL
08.2007 - 10.2015
- Answered constant flow of customer calls daily from Technicians and Contractors to manage work in the field for the technicians with minimal wait times
- Created repair tickets for customer issues or requests to various departments throughout the division in a timely manner
- Coached, and trained agents, on various systems, and performance and monitored customer interactions to assess quality of service
- Contacted Supervisors to establish system and plant issues in the field as needed
Administrative Assistant
US Customs Border Protection
Washington, DC
01.2000 - 12.2006
- Serving as administrative assistant, directing tasks to appropriate staff element, monitoring progress, and assisting in coordination of responses to meet suspense dates
- Receiving incoming and outgoing correspondence including official mail and ensures proper handling of administrative material
- Utilizing word processing and specific computer software packages, completing from plain copy or rough draft a variety of materials including correspondence, briefing charts, spreadsheets, and electronic forms
- Providing administrative guidance and support to ensure efficient operations in administrative and personnel matters throughout the organization
- Monitoring and reviewing time accountability, travel, and tasking actions
Education
Associates in Applied Science - Hospitality Management
Stratford University
Falls Church, VA12.2005
Skills
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Customer Service and Assistance
- Proactive Self-Starter
- Skilled in Microsoft Office Suite
- Document and Records Management
- Team-Oriented and Cooperative
- Organization and Time Management
- Analytical and Methodical
- Excellent Communication
- Data Entry
- Correspondence Management
- Documentation and Recordkeeping
- Customer Service
- Multitasking and Organization
- Time Management
- Problem-solving skills
- Administrative Skills
- Confidentiality
References
References available upon request.
Timeline
Front Desk Assistant
Florida Eye Clinic
01.2023 - Current
Technical Support Analyst - Hybrid Remote
Spectrum
09.2018 - 10.2022
Escalations Support Specialist Lead
Spectrum
10.2015 - 09.2018
Dispatch Support
Bright House Networks
08.2007 - 10.2015
Administrative Assistant
US Customs Border Protection
01.2000 - 12.2006
Associates in Applied Science - Hospitality Management
Stratford University
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