Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

Kylee Dill

Wichita,Ks

Summary

I am dedicated team player with a proven track record for working calmly and efficiently under pressure. I am an energetic and enthusiastic individual with customer service experience seeking a full-time position that values a strong work ethic. Qualified Advanced Technical Support Specialist with 17 years of helpdesk and customer service experience. Provides comprehensive remote support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

17
17
years of professional experience

Work History

Technical Support Specialist/Tech Analyst

Arise Virtual Solution
11.2015 - 08.2023
  • Conveyed troubleshooting steps and information to customers via live chat and email
  • Troubleshooting technical problems and properly documenting all customer requests via Service Now ticketing system
  • Advised and trained agents on how to use various software applications
  • Provided feedback to clients and vendors to drive resolution as well as customer satisfaction
  • Participated in various knowledge base process changes and documentation updates
  • Provided continuous feedback on reoccurring customer issues, customers dissatisfaction, process inefficiencies, lack of documentation, to the other departments
  • Provide regular ticket reviews and reporting to the Technical Support manager and director as required
  • Implemented, participated in, and promoted quality assurance objectives, processes, and procedures of the company
  • Liaising with, managing and advising clients, other consultants, and contractors and attending meetings as required.
  • Reduced response time for Tier 2 support tickets.

System Support Analyst/Chat Support Analyst

Koch Business Solutions
03.2014 - 07.2015
  • Provided high quality customer service to customers by building relationships and trust through appropriate communication and responsive service
  • Conveyed troubleshooting steps and information to customers via phone calls, live chat, and email and properly documenting
  • Assisted with mentor support for new hires and trainees
  • Provided first level support for all IT related needs including software and hardware installations, support, and troubleshooting
  • Provided wireless device support and troubleshooting, including BlackBerry, Apple, and Android products
  • Consulted knowledge documents to implement solutions or appropriately escalate customers’ requests to next tier of support.

Education

Wichita Technical Institute
Wichita, KS

Skills

  • Application Installations
  • Performance Optimization
  • Technical Troubleshooting
  • System Provisioning
  • Microsoft 365, Amazon Connect, Global Protect, Salesforce, Jabber, Citrix, VMWare, NICE, Azure Virtual Desktop, Avaya OneX, Five9, Thinscale
  • Customer Experience Management
  • Hardware Upgrades
  • Remote Diagnostics
  • Remote Support
  • Technical Documentation

Timeline

Technical Support Specialist/Tech Analyst

Arise Virtual Solution
11.2015 - 08.2023

System Support Analyst/Chat Support Analyst

Koch Business Solutions
03.2014 - 07.2015

Wichita Technical Institute

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Kylee Dill