Kyllia Terry
Atlanta,GA
Summary
With a proven track record at Asurion and Cummins INC. I excel in delivering expert iOS troubleshooting and critical thinking to resolve complex technical issues. My experience spans across providing top-tier application support and enhancing network security, demonstrating a strong ability to lead with confidence and achieve significant customer satisfaction improvements.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Cummins Inc.
Atlanta, GA
07.2020 - Current
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
Technical Support Representative
Asurion
Antioch, TN
04.2016 - 03.2020
- Developed a comprehensive understanding of the features offered by various models of mobile phones and other cellular devices.
- Troubleshot hardware and software issues with mobile phones and other cellular devices.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Collaborated with software developers to troubleshoot complex technical issues and deliver solutions.
Benefits Specialist
Mindlance
Nashville, TN
06.2014 - 07.2016
- Explained daily processes and procedures to new hires, promoting better understanding of job tasks.
- Educated healthcare providers on prior authorization requirements and insurance formulary changes.
- Assisted with audits by preparing accounts and providing information.
- Assisted employees with benefits enrollment and changes, providing guidance on plan options and implications.
Education
High School Diploma -
Nashville State Community College
Nashville, TN03-2010
Skills
- Expert ios troubleshooting
- Network security
- Software testing
- Application support
- Version control
- Remote assistance
- Advanced troubleshooting
- Help desk experience
- VPN setup and management
- Critical thinking
Timeline
Technical Support Representative
Cummins Inc.
07.2020 - Current
Technical Support Representative
Asurion
04.2016 - 03.2020
Benefits Specialist
Mindlance
06.2014 - 07.2016
High School Diploma -
Nashville State Community College
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