Kristena Strout
Bangor,USA
Summary
Detail-oriented Tech Support Specialist with strong technical troubleshooting skills and a commitment to accurate documentation. Proven ability to resolve complex issues, ensuring operational continuity and enhancing customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tech Support Specialist
Optum
Bangor, Maine
2023.08 - Current
- Communicated with customers to identify problems, guide solutions, and initiate corrective actions.
- Diagnosed technical issues, leveraging advanced troubleshooting tools and techniques to restore service promptly.
- Supported daily operations by addressing hardware and software issues promptly.
- Documented support processes in ticket tracking system (ServiceNow), ensuring accurate records for future reference.
- Collaborated with various departments to efficiently resolve complex issues, enhancing cross-functional communication.
- Assisted in maintaining and troubleshooting printing equipment to ensure operational continuity.
Fulfilment Associate
Sam's Club
Bangor, USA
2018.05 - Current
- Utilized technology to efficiently process and fulfill members' orders
- Delivered exceptional customer service to enhance member satisfaction
- Cultivated loyal clientele through positive interactions and genuine appreciation
Senior Counselor
Fair Haven Camps
Brooks, USA
2016.06 - 2016.08
- Guided 10 school-aged children in building confidence and life skills weekly for 7 weeks
- Led 10 campers as a role model, fostering personal growth and teamwork
- Coordinated 2 large and 3 small group activities, enhancing camper engagement and social skills
Crew Member
McDonald's Corp.
Bangor, USA
2015.09 - 2016.06
- Provided exceptional customer service in high-volume, fast-paced operations, enhancing customer satisfaction
- Resolved customer complaints promptly and professionally, improving overall customer experience
- Operated point-of-service computer system for efficient order taking, streamlining transaction process
Education
Bachelor of Science - Cybersecurity & Information Assurance
Western Governer's University
Salt Lake City, UT2028-05
Bachelor of Science - Mass Communications/Marketing Communications
The New England School of Communications at Husson University
Bangor, ME2018-05
Skills
- Technical troubleshooting
- Ticket management
- Remote assistance
- Incident response
- Network management
- Hardware configuration
- Information security
- Documentation accuracy
- Problem solving
- Customer service
- Communication skills
Certification
A+, CompTIA, 01/23
Clubs And Organizations
Vice President, Husson University Art & Design Club, Assist in planning 8 fundraisers and 12 events
Timeline
Tech Support Specialist
Optum
2023.08 - Current
Fulfilment Associate
Sam's Club
2018.05 - Current
Senior Counselor
Fair Haven Camps
2016.06 - 2016.08
Crew Member
McDonald's Corp.
2015.09 - 2016.06
Bachelor of Science - Cybersecurity & Information Assurance
Western Governer's University
Bachelor of Science - Mass Communications/Marketing Communications
The New England School of Communications at Husson University