Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Key

Lisa Key

Ferndale,WA

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and implementing technical solutions. Adept at analyzing system performance to drive optimal user experience.

Overview

19
19
years of professional experience

Work History

Technical Support Analyst II

ESO
10.2018 - Current
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Monitored systems in operation and quickly troubleshot errors.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Detailed note taking within support cases so we could easily identify the resolution to the issue if needed in the future in a timely matter for the customer.
  • Ability to be flexible in supporting multiple software products.

Department Manager

Walmart
04.2005 - 09.2018
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.


  • Started as an overnight stocker and worked my way up to a Zone Manager over all consumables but went back to a department manager when the Zone Manager position was eliminated.

Education

GED -

West Jefferson High School
Harvey, LA
05.1996

Skills

  • Debugging
  • Application Support
  • Remote Technical Support
  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel
  • Technical Troubleshooting
  • Ticketing Systems
  • User Support
  • Customer Support
  • Software Installation

Timeline

Technical Support Analyst II

ESO
10.2018 - Current

Department Manager

Walmart
04.2005 - 09.2018

GED -

West Jefferson High School

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Lisa Key