Kayleigh N Rogers
Grand Rapids,USA
Summary
Service-oriented professional prepared to excel in service desk role. Proven experience in troubleshooting and resolving technical issues efficiently. Valued for collaboration and consistent delivery of results, with focus on adaptability and reliability. Key skills include technical support, customer service, and multitasking.
Overview
12
12
years of professional experience
Work History
IT Service Desk Rep
Cherry Health Services
Grand Rapids, MI
04.2017 - Current
- Company Overview: Nonprofit healthcare facility with thousands of employees, 76 thousand patients, and 20 locations around Michigan.
- Help employees resolve various issues with Network, Hardware, Software, and Operating System.
- Create new users, providers, auditors, and contractors using Powershell and Active Directory.
- Official trainer for new service desk employees as well as creating/managing Knowledge items.
- Used creative problem solving to resolve issues quickly and then used various ticketing systems such as MSN, Solarwinds, and Manage Engine.
- Work with other teams to resolve larger issues as well make changes to improve productivity.
- Create and Managed all of the Knowledge Items for Cherry Health which we use to resolve future issues more efficiently.
- Within the first year, I became the backup person for the Manager. When he was on vacation, I handled all of his important duties, such as, if there is a major incident I would meet with the director and all other managers to resolve the issue as quickly as possible. As well as assisting my co-workers, if they were stuck on an issue.
- Was the lead person who setup each of our ticketing systems and managed them moving forward.
- After my first year, I was consistently the person who took the most calls, self service tickets, and was always the person who volunteered for extra work, when needed.
Environmental Safety Team Lead
Clark Retirement Community
Grand Rapids, MI
03.2014 - 04.2017
- Company Overview: Nonprofit retirement home with over 400 employees and 1,000 residents.
- Audit employees and their daily work
- Tracking progress and doing "Coaching Sessions" when needed
- Trained in effective communication and how to manage a team, as well as, Certified in Infection Control, Housekeeping, and Floor care.
- Create Schedule, order supplies, balance budget.
- Developed and implemented a standardized training program making my department run 60% more efficiently
- Received 40 "All Star Cards" from bosses, co-workers, and residents which is given to exceptional employees who go above and beyond.
- Unanimous decision to award me with the first ever Employee of the Month.
Baker
Meijer
Grand Rapids, MI
08.2013 - 04.2014
- Company Overview: Meijer is a family-owned grocery chain operating 204 stores throughout North America.
- Bake and package bakery goods, clean, decorate cakes, organize freezer, take orders, organizing, designing layouts, and train new employees.
- Used strategic planning to develop and implement a new freezer system which utilized the available room 50% more efficiently.
Education
Business Management Major, Phycology Minor
Grand Rapids Community College
09-2010
Certified - Computerized Banking
Kent Career Technical Center
01.2009
Skills
- Ticketing system experience
- Empathy and patience
- Remote support
- Guest communication
- Training and mentoring
- Guest complaint resolution
- Client relationship management
- Hardware troubleshooting
- Application support
- Incident management
- Customer service
- Problem-solving skills
Accomplishments
⦁ Spearheaded setup and ongoing management of multiple ticketing systems.
⦁ Consistently recognized as top performer in call volume, ticket resolution, and willingness to take on additional responsibilities.
⦁ Authored and managed the organization’s knowledge base, reducing resolution times and improving efficiency.
⦁ Selected as acting Manager during leadership absences, leading major incident response and supporting team operations.
Timeline
IT Service Desk Rep
Cherry Health Services
04.2017 - Current
Environmental Safety Team Lead
Clark Retirement Community
03.2014 - 04.2017
Baker
Meijer
08.2013 - 04.2014
Certified - Computerized Banking
Kent Career Technical Center
Business Management Major, Phycology Minor
Grand Rapids Community College