Kristopher Reed
Detroit,,Michigan
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and provide effective solutions. Skilled in troubleshooting, system administration, and user support. Known for fostering collaboration within teams and adapting to evolving situations. Reliable and focused on delivering impactful results, excelling in communication, problem-solving, and customer service.
Overview
3
3
years of professional experience
Work History
Help Desk Analyst
K2 Services
03.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software to resolve technical issues.
- Collaborated with team members and supervisors, escalating issues where necessary to provide improved service quality,
- Authored and updated knowledge base articles for future use.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Managed high levels of call flow and responded to technical support needs.
Technical Support
S & P Data Digital
01.2022 - 08.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones remotely.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues where appropriate.
- Researched product and issue resolution tactics to address customer concerns.
- Used and assisted with updating technical support knowledge base as needed
Education
Associate of Science -
Wayne County Community College District
Detroit, MI12.2022
Skills
- Troubleshooting Hardware and Software Issues
- Building Desktop Computers
- Hardware and Software Configuration
- Microsoft Office Suite/Windows 10
- Communicating Technical information
- Account Management
- Customer Service Expertise
- Issue and Resolution Tracking
Timeline
Help Desk Analyst
K2 Services
03.2023 - Current
Technical Support
S & P Data Digital
01.2022 - 08.2022
Associate of Science -
Wayne County Community College District
Similar Profiles
Brian GaryBrian Gary
Service Desk Analyst at K2 ServicesService Desk Analyst at K2 Services
Carlos WestCarlos West
Customer Service Representative at K2 ServicesCustomer Service Representative at K2 Services
Ramon FrazierRamon Frazier
Help Desk Support Analyst at K2 ServicesHelp Desk Support Analyst at K2 Services