Kristin Taylor
Lincoln,NE
Summary
Well-qualified, dedicated professional seeking an Information Technology position within a diverse technical environment applying strong software, hardware and training skills. Excellent Customer Service. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 20 years of experience in software, hardware and network.
Overview
21
21
years of professional experience
Work History
Support Analyst
PrismRBS/Harris Computer Systems
01.2019 - 09.2023
- Answered customer support inquiries via incoming phone and ticketing system for Point of Sale, Inventory Control and Accounting. Resolving 4 - 18 tickets per day
- Troubleshot hardware, software and network issues to identify and rectify discrepancies
- Utilizing professional analysis of problem in order to help solve problems or escalate issues when needed
- Assist in installing, upgrading and configuration of software on desktop, register and iOS devices
- Provide training on software and procedures as needed
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
Service Desk Analyst I
Gordmans/Stage Stores
10.2016 - 10.2018
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Provide remote software support for stores and corporate associates using POS systems, Windows 7, Microsoft Office, PCs, iPads and PDT’s
- Responsible for monitoring and troubleshooting morning processes that include store open or close failures.
- Report current sale statistics and print weekly buyer reports
- Diagnosed and troubleshot hardware, software and network issues
- Monitor ongoing database processes and report any failures to appropriate teams
Desktop Support Analyst
Aflac, Hire Investments
12.2015 - 11.2016
- Image new Windows workstations and laptops and facilitated replacement of 40 new computers for existing associates
- Offer Tier 2 support for Windows 7, Microsoft Office, VoIP and iOS phones, and general PC hardware support for on-site and remote users.
- Load firmware and configure VoIP phones for company associates
- Troubleshoot VoIP phones, AD, networking, software and hardware for on-site and remote associates
- Collaborate with network team while troubleshooting network connectivity issues
- Monitor all hardware inventory and track hardware assigned for associate use
- Troubleshoot and configure company related iOS applications
IT Support Specialist
Nebraska Book Company
01.2003 - 01.2015
- Provide on-site and in-house training on PRISM software on point of sale, inventory control and accounting processes
- Create tickets, troubleshot and resolved desktop issues to college bookstores and corporate staff.
- Support point of sale and inventory management applications running on iOS devices
- Configure and troubleshoot Outlook, web browsers and network printers
- Set up and run Malware and McAfee software
- Troubleshoot LAN and WAN network connections from client desktops to servers
- Monitor and troubleshoot third party websites
- Reset Active Directory passwords and verify permissions
Education
Some College (No Degree) - Wildlife Management and Fisheries / Biological Sciences
University of Nebraska - Lincoln
Lincoln, NESkills
- Active Directory
- Microsoft Office, Windows (7, 8, 10, Server 2012)
- IOS, Android OS, Solar Winds, UC4, PRISM, UNIX, HP Fusion, Google Docs, and Cisco Communications
- Hardware and Software Configuration
- Application Support
- Active Listening
- Closing Tickets
- Tracking and Documentation
- Customer Communication and Empathy
- Resolve Technical Problems
Timeline
Support Analyst
PrismRBS/Harris Computer Systems
01.2019 - 09.2023
Service Desk Analyst I
Gordmans/Stage Stores
10.2016 - 10.2018
Desktop Support Analyst
Aflac, Hire Investments
12.2015 - 11.2016
IT Support Specialist
Nebraska Book Company
01.2003 - 01.2015
Some College (No Degree) - Wildlife Management and Fisheries / Biological Sciences
University of Nebraska - Lincoln
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