Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kimberly Benham

Sumter,SC

Summary

Skilled professional with extensive experience in technical support and customer communication. Proficient in managing support ticket systems and implementing security measures to improve operational efficiency. Demonstrated ability to solve complex problems and deliver exceptional service outcomes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Client Systems Technician

Microtech
Shaw AFB
02.2025 - Current
  • Delivered Tier 1 hands-on support to users in AFCENT HQ.
  • Followed up with end-users to confirm resolution before closing trouble tickets.
  • Installed and configured software, operating systems, and applications.
  • Performed various information technology support functions to maintain operational efficiency.
  • Established preventive maintenance actions alongside scheduled and unscheduled tasks.
  • Reported security incidents, implementing corrective measures promptly.
  • Integrated base communications systems to enhance connectivity.

Comms Focal Point

Microtech
Shaw AFB
02.2025 - 08.2025
  • Delivered Tier 1 technical support through initial ticket prioritization and troubleshooting of client hardware and software issues.
  • Provided remote solutions via phone, escalating tickets to appropriate teams when necessary.
  • Conducted follow-ups with end-users to verify resolution prior to ticket closure.
  • Created and managed organizational and user accounts, modifying passwords and privileges as per AFCENT guidelines.
  • Ensured exceptional customer service while handling classified information securely.
  • Monitored temperature-controlled rooms to maintain optimal conditions for sensitive equipment.
  • Managed support tickets, providing entry-level technical assistance and updating user certificates.
  • Facilitated MS365 permissions, and assisted with application complications and account access issues.

Front Desk Agent

The Fairfield Inn
07.2024 - 01.2025
  • Assisted with Grand Opening of hotel.
  • Processed guest arrivals and departures.
  • Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.
  • Reconciled daily cash drawers and prepared end-of-day reports.
  • Handled incoming calls promptly and professionally, providing information or transferring calls as necessary.
  • Established rapport with other employees to improve operations.
  • Greeted customers in a friendly and professional manner, while providing excellent customer service.
  • Answered inquiries pertaining to hotel services, guest registration, and travel directions, and made recommendations regarding shopping, dining, and entertainment.
  • Provided basic troubleshooting support on EV chargers and the mobile app.
  • Generated reports on occupancy rates for review by management staff.
  • Skilled in using various software applications and programs, including Microsoft Office and Adobe Creative Suite.

Front Desk Agent

Comfort Suites
02.2024 - 06.2024
  • Delivered exceptional customer service to enhance guest experiences.
  • Processed guest arrivals and departures efficiently to minimize wait times.
  • Managed overnight shift from 11 PM to 7 AM, ensuring operational continuity.
  • Served complimentary breakfast to guests, maintaining quality standards.
  • Collaborated with contracted guests to fulfill specific needs and requests.
  • Reconciled daily cash drawers and prepared end-of-day financial reports.
  • Facilitated early check-ins and generated mobile keys for convenience.
  • Responded to inquiries about hotel services, providing recommendations for shopping and dining.

Help Desk Analyst

Provalus
Research Triangle Institute
09.2023 - 12.2023
  • Delivered technical support for researchers to resolve application issues efficiently.
  • Provided exceptional customer service to address user inquiries and concerns.
  • Assisted users with account lockouts and unlocking procedures.
  • Supported troubleshooting of pulse-related complications effectively.
  • Collaborated on resolving soft token usage challenges for enhanced security.
  • Offered entry-level technical assistance to facilitate user operations.
  • Addressed app complications, ensuring minimal disruption to research activities.

Front Desk Agent

Hyatt Regency Atlanta Perimeter in Villa Christina
Atlanta, USA
06.2023 - 08.2023
  • June 2023 Employee of the Month
  • 5-Star Customer Service
  • Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.
  • Reconciled daily cash drawers and prepared end-of-day reports.
  • Handled incoming calls promptly and professionally, providing information or transferring calls as necessary.
  • Established rapport with other employees to improve operations.
  • Greeted customers in a friendly and professional manner, while providing excellent customer service.
  • Answered inquiries pertaining to hotel services, guest registration and travel directions, and made recommendations regarding shopping, dining, and entertainment.
  • Generated reports on occupancy rates for review by management staff.
  • Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.

Front Desk Agent

Epicurean Atlanta
Atlanta, USA
03.2022 - 04.2023
  • Reviewed accounts and charges with guests during check out process.
  • Performed various administrative duties such as filing documents, updating databases.
  • Ensured compliance with company policies and procedures.
  • Generated computerized customer bills and processed customer payments.
  • Date-stamped, sorted, and racked incoming mail and messages.
  • Greeted, registered, and assigned rooms to guests of hotels or motels.
  • Developed positive working relationships with colleagues across departments.
  • Used computer and database systems to verify information, process purchases and make notes.

Customer Service Representative / Escrow Specialist

Wells Fargo Home Mortgage (ERC)
Waycross, USA
06.2020 - 08.2021
  • Addressed customer complaints and inquiries efficiently while maintaining professionalism.
  • Guided customers in product selection through website navigation assistance.
  • Ensured compliance with corporate and regulatory confidentiality and privacy policies.
  • Delivered product and service information to customers via phone or in-person interactions.
  • Provided accurate responses to inquiries, troubleshooting issues, and resolving complaints effectively.
  • Utilized various computer systems and search tools to retrieve necessary information.
  • Executed data entry tasks with precision and timeliness.
  • Delivered exceptional service in a fast-paced call center environment, informing customers of billing policies and rights.

Assurant Agent

ERC
Waycross, Georgia
08.2019 - 12.2020
  • Promoted high customer satisfaction through effective problem resolution and friendly service.
  • Provided technical support for mobile devices, assisting customers with insurance claims.
  • Prioritized and organized tasks to meet service goals efficiently.
  • Maintained up-to-date knowledge through ongoing education and advanced training.
  • Completed daily duties with accuracy and efficiency.

Education

High School -

Ware County High School
Waycross, GA

Skills

  • Microsoft Office
  • Data Processing
  • Customer Communication
  • Empathy
  • Front Desk Management
  • Support Ticket System Management
  • Problem-Solving Skills

Certification

CompTIA Security+ Ce

Timeline

Client Systems Technician

Microtech
02.2025 - Current

Comms Focal Point

Microtech
02.2025 - 08.2025

Front Desk Agent

The Fairfield Inn
07.2024 - 01.2025

Front Desk Agent

Comfort Suites
02.2024 - 06.2024

Help Desk Analyst

Provalus
09.2023 - 12.2023

Front Desk Agent

Hyatt Regency Atlanta Perimeter in Villa Christina
06.2023 - 08.2023

Front Desk Agent

Epicurean Atlanta
03.2022 - 04.2023

Customer Service Representative / Escrow Specialist

Wells Fargo Home Mortgage (ERC)
06.2020 - 08.2021

Assurant Agent

ERC
08.2019 - 12.2020

High School -

Ware County High School

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