Kile Wilke
Evansville,IN
Summary
Efficient IT professional with over 5 years of experience in technical support and customer service. Graduated from Ivy Tech Community College. Proven expertise in troubleshooting, end-user support, and effective communication. Experienced in working with Office programs and conducting analytical project work. Frequently commended for being hard-working and reliable by peers, consistently achieve goals and enhance operational efficiency.
Overview
8
8
years of professional experience
Work History
Intermediate Technical Support Specialist
OneMain Financial
03.2021 - Current
- Manage and resolve support issues via phone calls, ensuring clear communication and effective troubleshooting remotely.
- Provide comprehensive technical support to internal employees across multiple locations, troubleshooting hardware, software, and network issues promptly to minimize downtime.
- I utilize a ticketing system to prioritize and manage support requests, maintaining a resolution time within SLA (Service Level Agreement) goals, with detailed notation and ticketing for root cause analysis.
- Contributions daily to the Knowledge Base Project Team, creating and maintaining comprehensive documentation to streamline support processes and improve efficiency for our support team.
- Analytics projects, analyzing support data to identify trends and areas for improvement, contributing to strategic decision-making and analyzing reports via Microsoft Excel, and presenting via PowerPoint.
- Conducted user training sessions on new technologies and software applications, empowering employees to utilize IT resources effectively.
Car Audio Technician
Best Buy
09.2019 - 03.2021
- Installed and maintained automotive electronics, specializing in audio and video systems, as well as conducted diagnostic tests and repairs on vehicle electrical systems, ensuring safety and performance standards.
- Achieved MECP (Mobile Electronics Certified Professional) certification, ensuring proficiency in industry standards and customer expectations.
- Provided expert guidance to customers on selecting and integrating car audio/video components, enhancing their driving experience.
GS Technical Support Specialist / Sales
Best Buy
10.2016 - 09.2019
- Provided exceptional customer service and technical support, assisting clients with troubleshooting, repairs, and installations of consumer electronics.
- Achieved consistent sales targets, exceeding quarterly revenue goals through proactive customer engagement and personalized recommendations.
- Handled shipping, and receiving in the precinct.
Education
Associates - General Studies
Ivy Tech
Evansville, IN05-2019
Skills
- Troubleshooting and Problem Solving
- End-User Support
- Office Programs Proficiency
- Communication
Timeline
Intermediate Technical Support Specialist
OneMain Financial
03.2021 - Current
Car Audio Technician
Best Buy
09.2019 - 03.2021
GS Technical Support Specialist / Sales
Best Buy
10.2016 - 09.2019
Associates - General Studies
Ivy Tech
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