Summary
Overview
Work History
Education
Skills
Timeline
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Kyla White

Kaneohe,HI

Summary

Dynamic and results-driven professional with extensive experience at Verizon, adept in technical support and customer service. Excelled in system diagnostics and efficiency optimization, enhancing network performance and customer satisfaction. Skilled in hardware installation and fostering positive client relations, consistently exceeding operational goals with a strategic approach to problem-solving and team collaboration. Detail-oriented technician with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Astute technician and customer expert with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level support position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience

Work History

Technician Specialist

Verizon
01.2022 - 05.2023
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Researched product and issue resolution tactics to address customer concerns.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Researched and identified solutions to technical problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Assisted in development of system security protocols.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Monitored system performance to identify potential issues.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Developed and implemented preventive maintenance procedures.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Offered assistance in implementing and developing training programs.
  • Configured and tested new software and hardware.
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Generated reports to track performance and analyze trends.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Customer Service Representative

Sprint Tmobile
02.2020 - 09.2022
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Processed customer service orders promptly to increase customer satisfaction.

Event Specialist

PGA Golf Club at PGA Village
08.2022 - 08.2022
  • Negotiated and worked with venues and vendors to carry out event objectives.
  • Determined root causes of problems with systematic approach and developed new ideas to overcome obstacles.
  • Organized post-production trade shows and events while devising strategies, tactics and budgets for fiscal-year marketing plans.
  • Greeted and directed guests at private events and explained seating arrangements to keep tables organized.
  • Organized facilities preparation, refreshments and entertainment for gatherings with as many as Number guests.
  • Directed team to set up and keep banquet space clean and presentable for guests.
  • Performed event coordination for larger parties and gatherings.
  • Developed integrated event strategies and conducted on-site events management and follow-up after events.
  • Delighted clients with exceptional events, consistently exceeding expectations with design and execution.
  • Provided exceptional customer service to all guests and escalated concerns where needed.
  • Welcomed guests to events, checked invitations, and oversaw proper seating.
  • Performed post-event tasks such as breaking down areas, removing trash, and cleaning facilities.
  • Set up event facilities and equipment, cleaned areas, and organized supplies.
  • Assisted with event marketing activities, including creating promotional materials and managing social media campaigns.

Supervisor in Training

UPS Freight
10.2021 - 02.2022
  • Identified and communicated local insight and competitive activity to influence sales plans and tactics.
  • Drove process improvement strategies through lean processes and methodologies.
  • Assisted in leading each shift by delegating duties and assigning specific tasks to Number employees.
  • Partnered with management to coach, discipline and manage employees.
  • Directed and supervised staff members to engage in sales, inventory management, cash receipt reconciliation and customer service requirements.
  • Built highly productive teams through team building, clear communication and ongoing coaching.
  • Launched quality assurance practices for each phase of development
  • Defined clear targets and objectives and communicated to other team members.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Store Associate

Ups Store
07.2021 - 10.2021
  • Answered questions about store policies and addressed customer concerns.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.

Sales Associate

Hot Topic
05.2019 - 10.2019
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

Cook/Cashier

Little Caesars Pizza
11.2018 - 08.2019
  • Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
  • Prepared food items in compliance with recipes and portioning control guidelines.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.

Librarian

Cedartown Public Library
05.2018 - 12.2018
  • Located requested books on shelves and in library database and fetched items for patrons.
  • Researched, planned, and set up attractive and informative library exhibits.
  • Assisted students in locating and using library resources and assisted teachers with materials needed to enrich classroom instruction.
  • Assisted library patrons with resolving computer problems.

Secretary's Assistant

Private Practice
02.2016 - 08.2017
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Responded to inquiries from callers seeking information.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.

Education

GED -

Georgia Northwestern Technical College
Rome, GA
02.2019

Skills

  • Schematic Interpretation
  • Cost Control
  • Hardware Installation
  • Health and safety compliance
  • System diagnostics
  • Instrument Calibration
  • Network Administration
  • Efficiency optimization
  • Electrical repair
  • Software configuration
  • Application support
  • Desktop support
  • Information Protection
  • Videoconferencing
  • Service support
  • User credential management
  • Customer Service
  • Software diagnosis
  • User Support
  • Data Recovery
  • Technical Support
  • Software Installation
  • Systems Analysis
  • Network diagnostics
  • Hardware diagnostics
  • Mac systems
  • Support scenario generation
  • Windows 10
  • Ticket management
  • Call Center Operations
  • System Administration
  • Customer service expert
  • Application installations
  • Remote Support
  • Network configuration
  • Product Troubleshooting
  • LAN/WAN
  • Ticket support system management
  • Appointment Scheduling
  • Customer Success Management
  • Norton Antivirus software
  • Microsoft Office Specialist (MOS) Expert
  • Account Management
  • Access issue resolution
  • Account updating
  • Microsoft Outlook
  • Technical Troubleshooting
  • TCP/IP
  • Technical documents comprehension
  • Complaint resolution
  • Technical issues analysis
  • Staff education and training
  • Issue Troubleshooting

Timeline

Event Specialist

PGA Golf Club at PGA Village
08.2022 - 08.2022

Technician Specialist

Verizon
01.2022 - 05.2023

Supervisor in Training

UPS Freight
10.2021 - 02.2022

Store Associate

Ups Store
07.2021 - 10.2021

Customer Service Representative

Sprint Tmobile
02.2020 - 09.2022

Sales Associate

Hot Topic
05.2019 - 10.2019

Cook/Cashier

Little Caesars Pizza
11.2018 - 08.2019

Librarian

Cedartown Public Library
05.2018 - 12.2018

Secretary's Assistant

Private Practice
02.2016 - 08.2017

GED -

Georgia Northwestern Technical College

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Kyla White