Kimberly Boyd
Aberdeen,MS
Summary
Experienced technical support advisor with 16 years of expertise in IT and customer service. Proficient in diagnosing and resolving complex technical issues, effectively communicating technical solutions to non-technical users, providing comprehensive support, and maintaining thorough documentation of customer interactions. Skilled in utilizing various support platforms and tools to manage and track issues, ensuring timely and efficient resolutions.
Overview
16
16
years of professional experience
Work History
Technical Support Advisor (Remote)
Kelly Connect
09.2019 - 05.2024
- Provided technical assistance and support for incoming requests and issues related to software and hardware.
- Diagnosed and resolved technical issues by troubleshooting and guiding customers through step-by-step solutions.
- Documented and tracked customer interactions, issues, updated service software with customer information.
- Reviewed technical guidelines to verify compliance with company standards and best practices.
Order Filler
PepsiCo
05.2016 - 09.2019
- Efficiently processed and prepared orders based on customer specifications and inventory levels.
- Monitored stock levels and replenished inventory to maintain optimal levels and prevent shortages.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Worked closely with warehouse staff and other departments to resolve issues and ensure accurate order processing.
Multichannel Transmission Systems Operator
Army National Guard
05.2014 - 04.2016
- Installed, configured, and tested communication systems and components.
- Ensured optimal performance and reliability of communication systems.
- Diagnosed and resolved technical issues related to communication equipment, including performing routine maintenance and emergency repairs to ensure operational readiness.
- Maintained detailed records of system performance, maintenance activities, and repairs.
Human Resources Specialist
U.S. Army
04.2008 - 05.2014
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Prepared and submitted reports on personnel matters, including status updates and compliance audits.
- Monitored member attendance and performance, addressing issues in accordance with military policies and procedures.
- Fielded member inquiries related to insurance, pension plan, vacation, sick leave, employee assistance, and career development.
Education
Medical Billing And Coding Certificate -
DeVry University
Lisle, IL05.2023
Bachelor of Science - Health Management
University of Phoenix
Phoenix, AZ01.2022
Associate of Applied Science - Information Technology
University of Phoenix
Phoenix, AZ01.2020
Multichannel Transmission Systems Certificate -
High Tech Tobyhanna RTMS-M
Tobyhanna, PA01.2015
Human Resource Management Certificate -
U.S. Army Adjutant General School
Fort Jackson, SC01.2009
Skills
- Active Listening
- Communication
- Conflict Resolution
- Time Management
- Computer Literacy
- Data Entry
- Problem Solving
- Multitasking
- Patience
- Technical Proficiency
- Empathy
- Confidential Data Management
- Adaptability
- Help Desk Software Proficiency
- Troubleshooting
- Customer service expert
Timeline
Technical Support Advisor (Remote)
Kelly Connect
09.2019 - 05.2024
Order Filler
PepsiCo
05.2016 - 09.2019
Multichannel Transmission Systems Operator
Army National Guard
05.2014 - 04.2016
Human Resources Specialist
U.S. Army
04.2008 - 05.2014
Medical Billing And Coding Certificate -
DeVry University
Bachelor of Science - Health Management
University of Phoenix
Associate of Applied Science - Information Technology
University of Phoenix
Multichannel Transmission Systems Certificate -
High Tech Tobyhanna RTMS-M
Human Resource Management Certificate -
U.S. Army Adjutant General School
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