Kimberly Viado
Virginia Beach,VA
Summary
Dynamic Technical Services Support Supervisor at Virginia Beach City Public Schools, adept at team management and task delegation. Spearheaded initiatives that improved customer satisfaction and streamlined support processes. Leveraged analytical skills to enhance service delivery, while fostering a collaborative environment that empowered staff and optimized operational efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Technical Services Support Supervisor
Virginia Beach City Public Schools
07.2019 - Current
- Trained new ITSTS and TST support staff on systems and procedures
- Maintained detailed records of support requests and resolutions using Service Cloud reports and metrics
- Monitored and reviewed end users survey results to ensure quality standards were met
- Provided timely responses to concerns, enhancing end user satisfaction
- Created and implemented collaboration platforms and shared documentation for improved knowledge and efficiency
- Adapted to changing priorities while managing multiple tasks effectively
- Engaged in continuous learning to enhance product knowledge and service skills
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Reviewed customer feedback regularly using Service Cloud reports and metrics, identifying trends in common issues.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Streamlined support processes for increased efficiency and improved response times.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Collaborated with other departments to address customer needs provide comprehensive solutions.
- Spearheaded cross-functional initiatives aimed at improving overall product quality, leading to reduced support requests from customers.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Monitored employee and customer interactions to assess quality of service.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Implemented project management techniques on Chromebook replacement projects every summer.
- Hired, managed, developed and trained Itinerant Technology Support Technician. Established and monitored goals and conducted performance reviews.
- Oversaw scheduling and site assignments for Itinerant Technology Support Technicians
- Delegated tasks to Network Technician II to create, oversee and carry out projects.
- Organized spaces, materials and catering support for school based TST quarterly meetings.
- Ensured seamless transitions between shifts by implementing a standardized handover procedure, reducing miscommunications and knowledge gaps.
- Enhanced customer satisfaction by scheduling on site visits to address School TST performance issues reported by Principals and Assistance Principals.
- Managed a team of support professionals, 8 Field Service Technicians and 9 Itinerant Technical Support Technicians, fostering an environment of collaboration and growth.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Collaborated with stakeholders and vendor to configure implement and train a new ticketing system for the entire division.
Network Technician II
Virginia Beach City Public Schools
11.2017 - 06.2019
- Streamlined ticketing system, improving response times and user satisfaction rates.
- Coordinated hardware and software installations, maintaining compliance with organizational standards.
- Troubleshot complex technical issues by collaborating with cross-functional teams and leveraging deep understanding of hardware and software components.
- Enhanced user experience with proactive maintenance of hardware and software components.
- Utilized remote access tools to provide quicker resolutions to end users and to reduce travel costs for the company.
- Assisted in successful migration project from Windows 7 to Windows 10 operating system within specified timeline parameters without disrupting business operations or user workflows.
- Supported multiple departments through tailored desktop configurations based on individual needs and preferences, resulting in increased user satisfaction.
- Reduced downtime for employees by swiftly resolving technical issues and providing timely assistance.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Network Technician I
Virginia Beach City Public Schools
03.2008 - 11.2017
- Provided technical support for hardware and software issues, enhancing end user satisfaction.
- Provided basic end-user troubleshooting and device support.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and on site.
- Assisted end users with password resets and locked accounts.
Customer Suppor Specialist
Virginia Beach City Public Schools
09.2001 - 02.2008
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided timely assistance to customers via phone and email ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and escalating issues promptly and professionally.
- Provided password resets and account support to ended users.
Education
High School Diploma -
Ursuline High School
Santa Rosa, CANo Degree - Bussiness
Sonoma State University
Rohnert Park, CASkills
- Team management
- Task delegation
- Leading team meetings
- Multitasking and organization
- Recruitment and hiring
- Scheduling and calendar management
Certification
CompTIA A+
Timeline
Technical Services Support Supervisor
Virginia Beach City Public Schools
07.2019 - Current
Network Technician II
Virginia Beach City Public Schools
11.2017 - 06.2019
Network Technician I
Virginia Beach City Public Schools
03.2008 - 11.2017
Customer Suppor Specialist
Virginia Beach City Public Schools
09.2001 - 02.2008
High School Diploma -
Ursuline High School
No Degree - Bussiness
Sonoma State University
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