Kim George

• Responded to customer inquiries and provided technical assistance, received 50 incoming calls per day and in person technical support.
• Established rapport with clients by providing exceptional communication during resolution process, fostering trust in our services.
• Installed and configured operating systems and applications.
• Diagnosed and troubleshot hardware, software and network issues.
• Assisted in software testing during pre-release stages, identifying bugs and suggesting improvements that led to better product quality upon release.

• Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
• Updated account information to maintain customer records.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and organization.
• Monitored key performance indicators to ensure continuous improvement in service quality. receives 40 incoming calls, emails, faxes per day.
• Participated in team projects, demonstrating ability to work collaboratively and effectively.

Developed custom solutions for clients, tailoring technical specifications to meet unique needs.

• Administered and maintained anti-virus and anti-malware software on end-user computing devices.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.

• Assisted with onboarding newly hired staff members and coached on task prioritization.
• Coordinated venue and catering arrangements, speaker and attendee liaison and material distribution for meetings and events.
• Improved client satisfaction with timely updates and transparent communication throughout project lifecycle.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Played active role in brainstorming sessions held for purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by company.
• Developed and implemented project plans and budgets to ensure successful execution.