Loreal Hall
Edmond,OK
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Cox Communications
Oklahoma City, OK
2020.12 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Managed high levels of call flow and responded to technical support needs.
Mental Health Technician
Red River Youth Academy
Norman , OK
2017.12 - 2021.06
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Escorted patients from unit to meals, activities and visitation areas to maintain standard of safety and security.
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
- Participated in continuous quality improvement and performance improvement activities to enhance effectiveness and increase knowledge.
- Charted on each patient daily.
- Treated clients and families with respect and dignity.
- Counseled and mentored clients on substance use and life choices.
- Recommended continuing care and medications to clients and communicated with family members on treatment and discharge plans.
Master Teacher
Childcare Network
Oklahoma City, OK
2014.10 - 2017.12
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Promoted physical, mental and social development using classroom games and activities.
- Graded and evaluated student assignments, papers and course work.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Supervised learning groups of students in classroom stations.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Supported student teachers by mentoring on classroom management, lesson planning and activity organization.
- Completed daily reports, meal count sheets and attendance logs.
Education
Diploma -
Putnam City West High School
Oklahoma City, OK05.2007
Early Childhood Education
Francis Tuttle Technology Center - Rockwell
Oklahoma City, OK05.2007
Skills
- Organizational Skills
- Microsoft Certification
- Call Center Operations
- Issue and Resolution Tracking
- User Support and Troubleshooting
- Tracking and Documentation
- Resolving Problems and Incidents
- Collaborative Team Player
- Technical Troubleshooting
- Troubleshooting Network Issues
- Remote Technical Support
- Incoming Call Management
Timeline
Technical Support Representative
Cox Communications
2020.12 - Current
Mental Health Technician
Red River Youth Academy
2017.12 - 2021.06
Master Teacher
Childcare Network
2014.10 - 2017.12
Diploma -
Putnam City West High School
Early Childhood Education
Francis Tuttle Technology Center - Rockwell