Hi, I’m
Karlisja Fleming
Information Technology
Rineyville,KY
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
6
years of professional experience
Work History
ConcentrixRineyville, KY
Technical Support Representative
11.2022 - Current
Job overview
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed and maintained strong relations with customers to meet quality expectations.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Maintained up-to-date case documentation for future reference.
- Stayed abreast of latest software developments to enhance job knowledge.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Monitored support activity trends to create problem resolution and solution reports.
- Resolved record-breaking backlog of support tickets following major system malfunction.
Conduent Business Services, LLCLexington, KY
Senior Technicical Support
08.2020 - 11.2022
Job overview
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Supported customers with online billing, access and account issues.
- Maintained records, logs and lifecycle documentation of work requests.
- Devised incisive workarounds and resolutions for IT-related problems.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Increased overall company performance through improved IT uptime and cost reductions.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Evaluated software or hardware to recommend improvements or upgrades.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Collected, analyzed and reported on data for use in operational planning.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Bluegrass CellularElizabethtown, KY
Help Desk Technician
07.2017 - 10.2017
Job overview
- Educates customers thoroughly on our exceptional products and services
- Assists customer with operation of phone equipment and features, by thoroughly demonstrating the product
- Enthusiastically solicits new activations from walk-in store traffic as well as by placing cold calls to potential customers using available authorized lists
- Processes cash and credit card sales, credits, etc., per company procedures
- Troubleshooting product devices and software's following companies policy and procedures.
Education
Full Sail UniversityWinter Park, FL
Bachelor of Science from Information Technology
08.2024
University Overview
- 3.72 GPA
- Black Student Union, [2022]
Skills
- Software Installation
- Technical Support
- Information Protection
- Performance Testing
- Linux Programming and Administration
- Microsoft Outlook
- LAN/WAN
- Project Management
- Presentations
- Task Prioritization
- Software Updates
- Network Infrastructure Updates
- End-User Support
- Permissions Management
- Data Collection
- Document Management
Websites
Timeline
Technical Support Representative
Concentrix
11.2022 - Current
Senior Technicical Support
Conduent Business Services, LLC
08.2020 - 11.2022
Help Desk Technician
Bluegrass Cellular
07.2017 - 10.2017
Full Sail University
Bachelor of Science from Information Technology
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