Lorraine Blackketter
Bisbee,AZ
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
IT Support Specialist
1st Providers Choice
08.2011 - 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.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
Sales Assistant
1st Providers Choice
08.2011 - Current
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers with prompt and polite support in-person and via telephone.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Fielded customer questions to share information about products, availability, and pricing.
- Developed loyal customer base by providing consistent, high-quality service.
- Monitored customers for signs of security concerns and escalated issues to management.
Implementation Specialist
1st Providers Choice
08.2011 - Current
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
Education
N/A -
Thunderbird Highschool
Phoenix, AZSoftware Certification - Medical Software Support
Suitemed Inc
2012
Skills
- Technical troubleshooting
- Technical support
- Microsoft outlook
- Software installation
- Ticket management
- Remote support
- Issue troubleshooting
- Customer service
- Software diagnosis
- User support
- Application installations
- Desktop support
- Technical issues analysis
- Ticket support system management
- Application support
- Complaint resolution
- Account management
- Product troubleshooting
- Customer success management
- Customer service expert
- Hardware and software configuration
- Help desk support
- Remote technical support
Timeline
IT Support Specialist
1st Providers Choice
08.2011 - Current
Sales Assistant
1st Providers Choice
08.2011 - Current
Implementation Specialist
1st Providers Choice
08.2011 - Current
N/A -
Thunderbird Highschool
Software Certification - Medical Software Support
Suitemed Inc
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