Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Marsteller

Wichita,Kansas

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer support and working in 24/7 uptime environment.

Overview

19
19
years of professional experience

Work History

Support Specialist

NuStar Energy LP
03.2015 - Current
    • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
    • Collaborated with cross-functional teams to develop and implement effective support strategies.
    • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
    • Established a knowledge base for efficient issue resolution.
    • Developed training materials to educate both team members and clients on product functionality and best practices.
    • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
    • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
    • Responsible for pushing Microsoft patching updates for all NuStar desktops, laptops and tablets
    • 7x24 support for 55 terminals and over 200 users in the Central East US region both remotely and on-site
    • Support all computer-based business solutions
    • Responsible for the installation, configuration and maintenance of all computer software
    • Install and troubleshoot printers
    • Manage users 2factor security
    • Image desktops and laptops

System Administration & Support

GT Midwest
01.2006 - 03.2015
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Administrator of multiple Windows 2003/2008 Servers
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Improved security measures by conducting vulnerability assessments and applying necessary patches.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
  • Supported implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Ensured optimal system availability by managing backup schedules and verifying successful completion of backups regularly.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Managed onboarding and offboarding of employees.
  • Install and troubleshoot printers, ranging from Zebra label printers to copier/printers
  • Manage printer queues in Windows, UNIX, and AS400
  • Image PC's, Laptops and Wyse Thin Clients
  • Support VoIP communications using Avaya IP Office Manager
  • Track and log all calls with SysAid Help Desk Software.

Customer Service Software Support

Wichita Clinic P.A.
01.2005 - 01.2006
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Streamlined communication for improved response times, resulting in positive customer feedback.
  • Managed high call volume, maintaining professionalism and efficiency under pressure.
  • Assisted in creation of training materials for new hires, ensuring consistent levels of service across team.
  • Trained Physicians and support staff on Wireless Lifebooks and Tablets
  • Testing, documentation, and training of OCS software
  • Project manager for roll out of 634 new PC's, installed hardware and software, set up VB scripting for printers, set up users in Active Directory groups and administered security.

Education

Network + Certification Fourth Edition -

Executrain
Wichita, KS
2007

Psychology -

Wichita State University
Wichita, KS
12.1995

Associate of Arts -

Butler County Community College
El Dorado, KS
05.1995

High School Diploma -

Wichita Northwest High School
Wichita, KS
05.1987

Skills

  • Technical assistance
  • Support Services
  • Instruction and training
  • Customer Relationship Management
  • Failure resolution
  • Patch management
  • Project Planning
  • Deadline-oriented
  • Remote Support

Timeline

Support Specialist

NuStar Energy LP
03.2015 - Current

System Administration & Support

GT Midwest
01.2006 - 03.2015

Customer Service Software Support

Wichita Clinic P.A.
01.2005 - 01.2006

Network + Certification Fourth Edition -

Executrain

Psychology -

Wichita State University

Associate of Arts -

Butler County Community College

High School Diploma -

Wichita Northwest High School

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Kelly Marsteller