Kristen Long
Apex,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Software Support Engineer
Esko
07.1998 - 09.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Delivered Tier-3 support and SME input to internal and external customers.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Enterprise Coordinator
Esko
07.2018 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Collaborated with cross-functional teams to deliver successful product implementations.
Graphics Coordinator
Colorwise Printing
08.1996 - 05.1998
- Established templates and best practices for consistency in style and appearance of deliverables.
- Created graphics and layouts with maximum visual appeal and following marketing requirements.
- Communicated with freelance graphics designers and vendors.
- Collaborated with internal marketing staff to design and produce graphics for digital and print campaigns.
- Promoted smooth communication between graphics and other departments.
- Created logos, illustrations and typography for various organizations.
- Edited and enhanced existing artwork and graphics.
- Collaborated with other designers to create visually appealing graphics for range of print and digital media.
- Worked with clients to gather and define requirements, establish scopes, and manage project milestones.
Education
Bachelor of Arts - Commercial Art
Brenau University
Gainesville, GA05.1996
Skills
- Technical Analysis
- Technical Support
- Project Coordination
- Project Management
- Responding to Technical Questions
- Maintenance Requests
- Troubleshooting Skills
- Technical Support and Assistance
Timeline
Enterprise Coordinator
Esko
07.2018 - 10.2021
Software Support Engineer
Esko
07.1998 - 09.2023
Graphics Coordinator
Colorwise Printing
08.1996 - 05.1998
Bachelor of Arts - Commercial Art
Brenau University
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