Summary
Overview
Work History
Education
Skills
Certification
Contact
Skills
Education
Timeline
Generic

Kyucca Simpson

Henderson,NV

Summary

Friendly Help Desk Technician with 10 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Tesla Support Specialist

Tesla
05.2024 - Current
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.

IT Help Desk Technician

Cosmopolitan Las Vegas
09.2022 - 04.2024
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Walked individuals through basic troubleshooting tasks.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Researched product and issue resolution tactics to address customer concerns.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Documented support interactions for future reference.

Store Manager of Operations

Lids Hat World
11.2018 - 02.2020
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Increased sales by 50% with special displays and promotions.
  • Completed point of sale opening and closing procedures.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Supervised guests at front counter, answering questions regarding products.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.

Information Systems Technician

United States Navy, USN
06.2007 - 06.2017
  • Handled initial troubleshooting and escalation of service requests.
  • Trained users on how to properly operate equipment and software programs.
  • Used ticketing systems to manage and process support actions and requests.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Assisted with updating technical support best practices for use by team.
  • Configured hardware and granted system permissions to new employees.

Education

Pine Forest High School
Pensacola, FL
05.2006

Skills

  • Application Support
  • Computer Diagnostic Software
  • Configuring Devices
  • Apple IOS
  • Microsoft Windows and Office
  • Support SOP Writing
  • Employee Computer Support
  • Troubleshooting Network Issues
  • Printers and Peripherals
  • Root Cause Support
  • Collaborative Team Player
  • Creative Issue Resolution
  • Incident Response
  • Read Technical Manuals

Certification

Security +

A+

Contact

Henderson, NV 89011

Skills

  • Help Desk Support
  • Support End-Users
  • Security+ Certification
  • Microsoft Active Directory
  • LAN and WAN Assessment
  • Computer Workstation Setup
  • Image Building
  • Closing Tickets
  • Jira ticket system
  • Service now ticket system
  • Infogenesis
  • Network Infrastructure Monitoring
  • Software and Hardware Issues
  • Switches and Routers
  • Networking Systems Integration
  • Mobility Devices
  • Support Ticket System Management

Education

Pensacola, FL

Timeline

Tesla Support Specialist

Tesla
05.2024 - Current

IT Help Desk Technician

Cosmopolitan Las Vegas
09.2022 - 04.2024

Store Manager of Operations

Lids Hat World
11.2018 - 02.2020

Information Systems Technician

United States Navy, USN
06.2007 - 06.2017

Pine Forest High School

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