Kimberly Berry
Information Technology Professional
McDonough,GA
Summary
Technology-inclined professional experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Technical Support Specialist
STATEFARM
Dunwoody, GA
04.2019 - Current
- Providing IT Technical Support; Tier I and II troubleshooting to resolve complex issues in an enterprise environment and to support network infrastructure.
- Resolve or escalate support tickets appropriately following KPIs, standard operating procedures, and meeting SLA guidelines.
- Configured hardware, devices and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Used ticketing systems to manage and process support actions and requests.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Licensed Retention II Specialist
State Farm
Dunwoody, GA
05.2020 - 01.2021
- Served as a customer service contact for licensed inbound first and second-level customer interactions.
- Provided excellent customer service by responding to policyholders and assisting with product selection, payments, and services.
- Utilized proper procedures and followed knowledge articles to achieve first-contact resolution to aid in policyholder retention.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Leveraged opportunities to expand customer interactions to assist with account changes, products and services.
- Delivered exceptional customer service by leveraging extensive knowledge of products and services by creating a positive experience.
Licensed Insurance Sales Representative
State Farm
Dunwoody, GA
04.2019 - 05.2020
- Retained excellent customer satisfaction ratings through "Remarkable" service delivery.
- Exceeded targeted sales goals by continuously pursuing new sales opportunities and expertly closing of customer inquiries.
- Used SalesForce and CRM software to recommend the type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sold home and auto insurance products to customers within assigned states applying knowledge of policies and insurance regulations.
- Quoted and calculated premium rates for policies and explained coverages and discounts to promote the sale of policies.
- Calculated premiums and determined needs by assessing existing coverage and aligning new products and services with organizational goals.
Executive Administrative Assistant
M.A.P Care, Inc.
Atlanta, GA
03.2011 - 12.2017
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management.
- Facilitated training and onboarding for incoming office staff.
Education
Master of Science - Information Technology Management
KELLER GRADUATE SCHOOL OF MANAGEMENT
Decatur, GA 05.2021 - 05.2023
Graduate Certificate - Information Security
KELLER GRADUATE SCHOOL OF MANAGEMENT
Decatur, GA 10.2021 - 08.2023
Bachelor of Science - Technical Management
DEVRY UNIVERISTY
Decatur, GA 03.2016 - 10.2020
Skills
Microsoft Office and Android devices
Software diagnosis
TCP/IP
Desktop support
Remote IT Implementation
Technical Support
Ticket support system management
Application support
Windows 10
Customer service expert
Critical Thinking
Decision-Making
Local Area Network (LAN) Engineering
Microsoft Outlook
Wide-area Networks
Performance Optimization
Technical issues analysis
Timeline
Graduate Certificate - Information Security
KELLER GRADUATE SCHOOL OF MANAGEMENT
10.2021 - 08.2023
Master of Science - Information Technology Management
KELLER GRADUATE SCHOOL OF MANAGEMENT
05.2021 - 05.2023
Licensed Retention II Specialist
State Farm
05.2020 - 01.2021
Licensed Insurance Sales Representative
State Farm
04.2019 - 05.2020
Technical Support Specialist
STATEFARM
04.2019 - Current
Bachelor of Science - Technical Management
DEVRY UNIVERISTY
03.2016 - 10.2020
Executive Administrative Assistant
M.A.P Care, Inc.
03.2011 - 12.2017