Summary
Overview
Work History
Education
Skills
Timeline
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Keandra Brinson

Jacksonville,FL

Summary

Astute researcher and technical support engineer with proven ability to analyze, diagnose and resolve computer and software user support issues in a fast paced environment. Experienced in providing outstanding technical and customer support to users and resolving complex technical issues. Possesses the knowledge of standard operating systems and implementation of SaaS solutions to fit a client's workflow.

Overview

10
10
years of professional experience

Work History

Technical Support Representative II

SyncroMSP
05.2022 - Current
  • Implemented workflows based on specific business needs and assisted with 30+ integrations such as Quickbooks, Xero, FreePBX, Twilio, Pax8, Stripe, Worldpay and many more.
  • This role includes taking over escalated tickets, updating knowledge base articles in our database, and writing JIRAs for engineering to triage.
  • Resolved complex technical problems through effective troubleshooting techniques, while enhancing user experiences.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Tier 1 Technical Support

Kelly Services
07.2016 - 01.2022
  • Managed approximately 30 incoming phone calls and chats per day from customers while maintaining patience and understanding while addressing client concerns troubleshooting Apple devices (Macs, iPhones, iPads, and others)
  • Reduced Average Handle Time and Resolution Time by effectively troubleshooting software and hardware problems while building rapport and maintaining customer satisfaction reflected through surveys.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.

Apple IOS Team Manager

Concentrix
06.2014 - 03.2016
  • Led employee relations through effective communication, coaching, training, and development.
  • This included completing administrative work such as payroll, training, reports, and quality assurance call grading and feedback for 18-20 agents.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.

Education

General Studies

Florida International University
Miami, FL

High School Diploma -

Stanton College Preparatory School
Jacksonville, FL

Skills

  • Product Troubleshooting
  • Customer Service
  • Application Integration
  • Performance Optimization
  • User experience understanding
  • RESTful APIs
  • Quickbooks Online & Desktop
  • Atlassian JIRA & Confluence
  • Basic HTML knowledge
  • Salesforce & Zendesk

Timeline

Technical Support Representative II

SyncroMSP
05.2022 - Current

Tier 1 Technical Support

Kelly Services
07.2016 - 01.2022

Apple IOS Team Manager

Concentrix
06.2014 - 03.2016

General Studies

Florida International University

High School Diploma -

Stanton College Preparatory School

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Keandra Brinson