Lady Kisha Gabriel
Richardson,TX
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting retum patronage across all supported products.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Representative
Intuit
11.2019 - 03.2022
- Assisted customers with various types of technical issues via email, livechat and telephone
- Supported customers with online billing, access and account issues
- Employed Freshdesk, Zendesk, Salesforce and other ticket supportsystems
- Input customer service orders and tracked orders through to completion
- Documented customer complaints and inquiries for use in technicaldocumentation and bug tracking
- Maintained helpdesk and maintenance activities between customer callsand vendor interactions
- Delivered local and remote Tier 1 IT support for hardware and software tocompany personnel
Mentor Consultant
Johnson & Johnson
08.2017 - 06.2019
- Oversaw project schedules and evaluated progress toward important
Tier 2 Technical Support Specialist
AT&T
Richardson, TX
07.2007 - 02.2013
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Customer Service Manager
Olsten Staffing
Dallas, Texas
05.1992 - 07.2005
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Education
Child Development
Eastfield College
Mesquite, TXBachelor of Arts - Health Management And Clinical Assistance
University of Phoenix
Tempe, AZ 02.2020 - Current
Skills
Customer Support NeedsBilling and InvoicingAssessmentShipping and ReceivingCall Center OperationsLogistics ManagementTechnical TroubleshootingEmployee SafetyMicrosoft Windows and Office Shipment TrackingCustomer Service SupportCredit Card Payment ProcessingCustomer ServiceEfficient and Detail-OrientedAccount AdministrationPOS Systems and OrderingOrganizational SkillsPlatformsCollaborative Team PlayerOrder and Refund ProcessingMultitasking and Prioritization System TestingTeamwork and Collaboration Performance Monitoring andMS Office ProficiencyOptimizationControls Recordkeeping
Desktop support
Mac systems
Data recovery
Technical issues analysis
Software diagnosis
TCP/IP
Xsan 2 Administrator
Mozy Online Backup
Adobe and Adobe Flash
Norton Antivirus software
Technical Support
Technical documents comprehension
Linksys
Network diagnostics
Windows 10
Ticket support system management
PC component diagnostics
Microsoft Office Specialist (MOS) Expert
Java Full Stack
Microsoft Outlook
Issue troubleshooting
Application support
Requirements analysis
Product development
Security planning
Self-Motivated
Teambuilding
Data Entry
Clerical Support
MS Office
Multitasking Abilities
PPE Compliance
Knowledge with RedHat
Skilled in Apache
Systems Budget Management
Debugging networks
System monitoring
Mass Storage Deployment
Linux
Server Management
Customer service expert
Information Technology Infrastructure
Multi-Site Hardware Deployment
Mobile Device Fleet Management
Application development
Timeline
Bachelor of Arts - Health Management And Clinical Assistance
University of Phoenix
02.2020 - Current
Technical Support Representative
Intuit
11.2019 - 03.2022
Mentor Consultant
Johnson & Johnson
08.2017 - 06.2019
Tier 2 Technical Support Specialist
AT&T
07.2007 - 02.2013
Customer Service Manager
Olsten Staffing
05.1992 - 07.2005
Child Development
Eastfield College