LEWIS Dodge
Minneapolis,Minnesota
Summary
A dedicated IT professional with vast experience in providing user support across a range of platforms, actively seeking to contribute my positive outlook, excellent service reputation, and strong work ethic to drive the success of a progressive and growth-oriented organization. Through remarkable organizational skills and a focus on accuracy, I am committed to achieving organizational goals through consistent dedication, persistence, and innovation.
Overview
3
3
years of professional experience
Work History
Remote Client Support Analyst
North Country Business Products
Minneapolis, MN
04.2024 - 07.2024
- Served as the primary point of contact for troubleshooting issues with LOC SMS (Store Management Suite)
- Maintained a pleasant and professional tone when communicating with clients
- Prioritized and managed tickets based on urgency and critical status while documenting all work performed in the ticketing system (ConnectWise)
- Engaged with clients to gather detailed information for troubleshooting purposes
- Analyzed logs for errors and cross-referenced findings with the internal knowledge base to provide accurate solutions
- Remotely accessed client servers and terminals to determine whether issues were host or user-related
- Performed system maintenance by clearing unnecessary space and conducting manual updates to enhance performance
- Collaborated with vendors including Toshiba, NCR, HP, Zebra, MSuite, and managed Windows Server environments (2012, 2016, 2019)
- Accurately record all-time and notes for work performed following company standards
Broadband Technician
Lumen
West Saint Paul, MN
09.2023 - 01.2024
- Maintained a positive and professional demeanor while effectively communicating the company's product and service offerings to customers
- Completed tasks such as new connects, reconnects, requested and non-pay disconnects, adding outlets, installing and removing converters, and performing service upgrades and downgrades
- Safely climbed poles or other structures as necessary using appropriate equipment such as safety belts, safety straps, and climbers, and worked with connectors, fasteners, wires, and power/hand tools
- Utilized and maintained a VOM or DMM to check for 'open' or 'short' circuits as well as AC and DC voltages
- Conducted customer drop installations, both exterior and interior, from tap to antenna terminals on customer equipment in single and multiple-unit dwellings, including pre-wired units
Software Support Specialist
Data Recognition Corporation
Brooklyn Park, MN
12.2022 - 09.2023
- Consistently upheld compliance with FERPA regulations in all operations
- Delivered prompt and efficient first-level technical support to end-users, ensuring their satisfaction with WIDA testing and proprietary software via phone communication
- Tracked and managed customer deliverables using DRC processes and tools, guaranteeing precise entry of customer orders, correct file formatting, and receipt of all necessary items for final delivery and billing
- Maintained satisfactory performance levels in metrics including client hold time, call lengths, volumes, quality, and overall customer satisfaction
- Reviewed client accounts and provided updates on testing dates, sessions, user accounts, and other pertinent details
- Established records of daily data communication transactions, addressing issues and implementing remedial actions when necessary
- Conducted troubleshooting on servers, website navigation, utilization of materials, service computers, service devices, and various peripherals
Customer Experience Specialist
Driasi
Chanhassen, MN
12.2021 - 12.2022
- Ensured continuous adherence to HIPAA regulations
- Demonstrated a thorough grasp of all programs and initiatives, enabling effective communication with both current and prospective customers regarding a diverse range of products
- Efficiently managed customer insurance payments and reconciled data according to State Farm guidelines within a high-paced setting
- Kept detailed records of client interactions
- Handled insurance program conversions, policy value calculations, and surrenders while strictly adhering to campaign rules and compliance standards
- Consistently met or surpassed monthly benchmarks for Quality, Productivity, Proficiency, Retention, and Attendance
- Implemented strategic alignment across various business units to achieve company-wide objectives
- Received training across multiple lines of business, including Securian, Allstate, Farmers New World Life, Liberty Mutual, USAA, Hartford Life Insurance & Union Fidelity Life Insurance, among others
Education
Associate of Applied Science (A.A.S.) - Computer Support & Network Administration
Minneapolis Technical College
Minneapolis, Minnesota01.2024
Skills
- Time management
- Written communication
- Regulatory compliance
- Remote troubleshooting
- Multitasking
- TCP/IP protocols
- Cisco
- DHCP
- Active Directory
- DNS
- Jira Service Desk
- Linux
- Microsoft Office
- VPN
- Windows Server
- PowerShell
Timeline
Remote Client Support Analyst
North Country Business Products
04.2024 - 07.2024
Broadband Technician
Lumen
09.2023 - 01.2024
Software Support Specialist
Data Recognition Corporation
12.2022 - 09.2023
Customer Experience Specialist
Driasi
12.2021 - 12.2022
Associate of Applied Science (A.A.S.) - Computer Support & Network Administration
Minneapolis Technical College
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