Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nolan Waugh

Grand Rapids,MI

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience

Work History

Customer Service Help Desk

Peckham Inc.
02.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Coordinated help desk and technical support services.
  • Scheduled and trained help desk employees.
  • Provided employees with fast and comprehensive technical support for software-related concerns, building employee confidence in help desk team and solutions.
  • Designed and implemented global L1 help desk functions using resources across disparate physical locations.
  • Enhanced customer satisfaction by resolving technical issues promptly and accurately.
  • Provided exceptional customer service, leading to increased positive reviews and repeat business.
  • Analyzed performance metrics to identify areas of improvement and implement targeted action plans.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Developed and updated databases to handle customer data.

Delivery Driver

FedEx
06.2023 - 01.2024
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Maintained strong relationships with clients through proactive communication and personalized service.
  • Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
  • Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
  • Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.

Front End Software Developer Intern

Tesla
03.2022 - 05.2022
  • Enhanced user experience by developing responsive web applications with HTML, CSS, and JavaScript.
  • Optimized website performance for improved loading times by compressing images and minifying code.
  • Collaborated with designers to create visually appealing and seamless user interfaces for web applications.
  • Streamlined development processes by implementing version control systems like Git and agile methodologies.
  • Increased mobile responsiveness using media queries, Flexbox, and Bootstrap grid system to adapt layouts across various screen sizes.
  • Improved site navigation with intuitive UI design elements that elevated overall user experience levels.
  • Provided ongoing support for maintenance tasks such as bug fixes or feature updates to deliver a consistently high-quality product.

Help Desk Analyst Tier 1

Bank Of America
03.2020 - 08.2020
  • Enhanced customer satisfaction by providing timely and accurate technical support for their issues.
  • Reduced downtime by efficiently diagnosing and resolving software and hardware problems.
  • Streamlined help desk processes with effective ticket management, resulting in faster response times.
  • Collaborated with IT team members to develop comprehensive solutions for complex issues, improving overall system stability.
  • Maintained a high level of professionalism when interacting with clients, fostering positive relationships and promoting a supportive environment.
  • Contributed to the development of internal knowledge base articles, allowing for more efficient troubleshooting and problem resolution.
  • Conducted regular reviews of IT policies and procedures to ensure compliance with industry standards and best practices.
  • Supported company-wide technology initiatives, including system upgrades and rollouts, by providing end-user training and troubleshooting assistance during implementation stages.

Education

Bachelor of Science - Computer Science

Grand Valley State University
Allendale, MI
04.2022

Associate of Science - Information Science

Grand Rapids Community College
Grand Rapids, MI
05.2020

Skills

  • Help Desk Support
  • Online Help Development
  • Helpdesk call support
  • Empathy Display
  • Customer Service
  • Data Recovery
  • Remote Support
  • Customer service expert
  • IT Customer Service
  • Troubleshooting
  • Technical Solutions Development

Timeline

Customer Service Help Desk

Peckham Inc.
02.2024 - Current

Delivery Driver

FedEx
06.2023 - 01.2024

Front End Software Developer Intern

Tesla
03.2022 - 05.2022

Help Desk Analyst Tier 1

Bank Of America
03.2020 - 08.2020

Bachelor of Science - Computer Science

Grand Valley State University

Associate of Science - Information Science

Grand Rapids Community College

Similar Profiles

CREATE PROFILE
Nolan Waugh