KENNETH D SCOTT JR
IRVINE,CA
Summary
Friendly Help Desk Technician with 3+ years of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket Skilled at maintaining positive communication even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
25
25
years of professional experience
1
1
Certification
Work History
HELP DESK TECHNICIAN
RUNNERBOYS
01.2019 - 10.2023
- Operated as service point-of-contact for help desk
- Assisted users by diagnosing, troubleshooting and resolving support tickets
- Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance over 30+ tickets daily.
- Deployed, maintained, and operated numerous devices such as PCs, data projectors, iPads, and smartphones.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
ASSISTANT STORE MANAGER / SALES ASSOCIATE / CUSTOMER SERVICE REPRESENTATIVE
VERIZON WIRELESS
01.2009 - 01.2014
- Led and mentored high-performing sales team in flagship store with 20+ employees, providing guidance, coaching, and training to drive performance
- Conducted 10+ daily performance evaluations and created weekly strategy implementation meetings to increase store KPI performance
- implemented customer de-escalation process that was practiced and drilled with each employee 2-3 times daily to create positive customer outcomes.
MEMBERSHIP COUNSELOR / CUSTOMER SERVICE TRAINER
LA FITNESS
08.1998 - 01.2004
- Daily phone prospecting, making 50 phone calls, and going B2B for business accounts
- Membership processing post-sale and onboarding 10+ members daily
- Handled front desk customer calls and member inquiries
- Surpassed KPI targets at 120% membership sales and renewals.
- Assisted prospective and established members in person or by telephone
INVENTORY SPECIALIST
ACORN PAPER PRODUCTS
06.2001 - 01.2003
- Led the team completing monthly audits and inventory cycling
- Completed 25–35 customer orders daily while maintaining inventory records.
- Handled all aspects of warehouse operations, including receiving, storing, picking, packing, and shipping of goods
- Succeeded and thrived in active, fast-paced work environment with team of 25
Education
BA - Business Administration/ Real Estate and Legal Studies
TEMPLE UNIVERSITY
Philadelphia, PA2008
Skills
- Hardware Components
- Closing Tickets
- Software and Hardware Issues
- Computer Hardware Knowledge
- Help Desk Support
- Organizational Skills
- Application Support
- Resolve Technical Problems
- Sales Expertise
- Report Creation
- Active Listening
- Phone Etiquette
- Administrative Support
- Advanced interpersonal skills
Certification
Comptia A+ Student
Comptia Network + student
Timeline
HELP DESK TECHNICIAN
RUNNERBOYS
01.2019 - 10.2023
ASSISTANT STORE MANAGER / SALES ASSOCIATE / CUSTOMER SERVICE REPRESENTATIVE
VERIZON WIRELESS
01.2009 - 01.2014
INVENTORY SPECIALIST
ACORN PAPER PRODUCTS
06.2001 - 01.2003
MEMBERSHIP COUNSELOR / CUSTOMER SERVICE TRAINER
LA FITNESS
08.1998 - 01.2004
BA - Business Administration/ Real Estate and Legal Studies
TEMPLE UNIVERSITY
Similar Profiles
Jacob StewartJacob Stewart
Crew Member at McDonald'sCrew Member at McDonald's
Metin UZKUTMetin UZKUT
Process Engineer at LabelB Inc.Process Engineer at LabelB Inc.
ENLAI WENGENLAI WENG
Technical Program Manager (AI-Driven Health Research Accelerator) at Providence Health SystemsTechnical Program Manager (AI-Driven Health Research Accelerator) at Providence Health Systems
Austin HanenburgAustin Hanenburg
Pricing Specialist at Republic National Distributing CompanyPricing Specialist at Republic National Distributing Company
David WaltersDavid Walters
Help Desk Technician at CDK CobaltHelp Desk Technician at CDK Cobalt