Kemisha Lambert
Augusta,United States
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac. Proven skill in resolving problems quickly on first call. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
Work History
Tier 2 Technical Support Specialist
Kellyconnect/Apple
Remote
05.2019 - Current
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
Tier 2 Technical Support Specialist
Sitel
Augusta, GA
06.2014 - 04.2019
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
- Created user accounts and assigned permissions.
- Troubleshoot internet modem, cable and phone.
- Assist customer in taking payments, troubleshooting, port ins.
Office Administrator
Crawford Cleaning Service
Augusta, GA
02.2010 - 03.2014
- Interacted with customers by phone, email, or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Education
High School Diploma -
Josey High School
Augusta, GA05.2012
Skills
- Troubleshooting and Assistance
- Configuring Devices
- Windows 10
- Software Diagnosis
- Apple IOS
- Desktop Support
- User Experience
- Mac Systems
- PC Component Diagnostics
- Support Ticket System Management
- Apple Certified Support Professional (ACSP)
- Account Updating
Timeline
Tier 2 Technical Support Specialist
Kellyconnect/Apple
05.2019 - Current
Tier 2 Technical Support Specialist
Sitel
06.2014 - 04.2019
Office Administrator
Crawford Cleaning Service
02.2010 - 03.2014
High School Diploma -
Josey High School