Keven Ross
Jupiter
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
12
12
years of professional experience
Work History
Tier 2 Help Desk Agent
Apex Systems/ Dell & Boeing
07.2022 - Current
- Used ticketing systems to manage and process support actions and requests called Service Now
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, modified, and repaired software to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Acted as liaison between end-users and higher-level support teams, ensuring seamless handoff when needed for more advanced problem solving.
Supervisor
Gt General Services
07.2012 - 04.2022
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory- taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Oversee the daily performance of computer systems.
Education
High School Diploma -
Jupiter High School
Jupiter, FLSkills
- Empathy and patience
- Training and mentoring
- Ticketing system expertise
- Follow-up skills
- Remote Support
- Software Installation
- Product Troubleshooting
- Windows 10
Accomplishments
Google IT Support
Languages
Spanish
Native or Bilingual
Timeline
Tier 2 Help Desk Agent
Apex Systems/ Dell & Boeing
07.2022 - Current
Supervisor
Gt General Services
07.2012 - 04.2022
High School Diploma -
Jupiter High School
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