Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Karen Ryder

Team Lead Tech Support
Cumming,GA

Overview

8
8
years of professional experience

Work History

Tech Support Team Lead

Innover Digital
05.2022 - Current
  • Identify agent coaching opportunities, monitor system status of agents to ensure coverage of the call queue, track daily attendance, and take escalated calls.
  • What we do: Diagnose internet connectivity issues, perform critical system updates/address internet speed issues, IoT & Peripheral Setup/Troubleshooting (video doorbells, smart home items, Wi-Fi cameras, printers, smart TV's, streaming devices, etc.), remote troubleshooting/assistance via Ultraviewer, AnyDesk, TechSee, maintenance and optimization for Mac or PC and software installation and configuration for popular customer-purchased Windows-based applications.

Global Technical Support

Promethean
03.2019 - 04.2022
  • Problem solving and troubleshooting our interaction classroom boards with domestic and international customers
  • Documenting each case thoroughly
  • Handling customer calls/emails/chats/forum posts within SLA
  • Using Salesforce, Language Translation software and Visual Remote Assistant to resolve customer issues

Cinema Technical Support

NCR Corporation
10.2016 - 09.2018
  • Troubleshooting hardware (Concession/POS Terminals, Kiosks, Scanners, Printers, KPS)
  • Troubleshooting software (Credit Processing, Loyalty Point tracking, Other Back Office)
  • Training new employees and documenting processes (Microsoft Office Suite)
  • Using Command Center to remotely access terminals and site servers, GEMS to log cases, light SQL in site databases, Cinema Cloud to manage movie poster images on kiosks

Education

B.A. - Communication

Florida State University

Skills

Relationship building

Hardware troubleshooting

Data collection

Documentation and reporting

Issue resolution

Support services

SLA compliance

Technical assistance

Issue escalation

Software troubleshooting

IT ticket documentation

Teamwork and collaboration

Attention to detail

Microsoft windows and office

Time management

Multitasking

Reliability

Excellent communication

Organizational skills

Professionalism

Adaptability

Timeline

Tech Support Team Lead

Innover Digital
05.2022 - Current

Global Technical Support

Promethean
03.2019 - 04.2022

Cinema Technical Support

NCR Corporation
10.2016 - 09.2018

B.A. - Communication

Florida State University

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Karen RyderTeam Lead Tech Support