Summary
Overview
Work History
Education
Skills
Professional Development Training
Community Service
Timeline
SoftwareEngineer
Rebecca Pederson

Rebecca Pederson

Tempe,AZ

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
16
years of professional experience

Work History

Help Desk System Administrator II

Nextiva
04.2022 - Current
  • Managed onboarding and offboarding of employees.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Provisioned new software and hardware for use, following established security policies.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and resolved hardware and software issues.
  • Resolved issues and escalated problems with knowledgeable support and quality service.

IT Support Engineer

Imagine Learning (formerly Edgenuity)
05.2018 - 04.2022
  • Provide advanced end-user support for all internal IT related issues
  • Document, track, and monitor desktop support trouble tickets using Zendesk to ensure a timely resolution
  • Responds to telephone calls, emails, and tickets in technical support
  • Analyze, diagnose, test and resolve complex desktop end-user problems
  • Assist in house employees with Zoom Room issues
  • Maintains accurate accounting of IT Assets and licensing
  • Install, maintain, and repair hardware components to ensure optimal performance
  • Recommends system modifications to reduce incidents and problems
  • Ability to multitask and prioritize workflow
  • Create and maintain a knowledge base and reference documentation
  • Provides excellent customer service
  • Creates user accounts and maintains end-user security using Active Directory and Okta
  • Assist with VMWare troubleshooting and assignment
  • Assist infrastructure and development groups as needed in O365 Admin
  • Provides written and verbal training to end-users on hardware-related items
  • Assists or leads important IT Tasks and projects.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.

Application Support Engineer

Edgenuity
01.2017 - 05.2018
  • Resolved escalated cases from Tier 2 Customer Support and internal personnel
  • Used SQL and internal tools to solve issues for internal and external customers
  • Write stored procedures, functions, and other SQL-based tools to assist with reports and data analysis
  • Understood how to analyze queries for optimizing performance
  • Proactively executed support tasks to detect application malfunctions ahead of time to reduce time to solution.
  • Implemented proactive monitoring measures to detect potential issues before they impacted users.
  • Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
  • Increased customer satisfaction by providing exceptional support and resolving issues quickly.
  • Contributed to the successful completion of numerous projects by meeting deadlines and working effectively under pressure.
  • Strengthened client relationships through effective communication and prompt resolution of concerns.
  • Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.

Customer Success Manager

Edgenuity
02.2013 - 01.2017
  • Interpreted and processed new client orders and set up new client accounts
  • Initiated order processing of renewals and add-ons for existing clients
  • Communicate technical information to clients with varying technical experience.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Collaborated with the sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.
  • Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Collaborated with sales and product teams to address customer success objectives.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.

Customer Support Specialist II

Edgenuity
06.2012 - 02.2013
  • Effectively communicate technical information to audiences with varying technical experience
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained and managed customer files and databases.
  • Maintained department goals, visions, and the highest level of customer service
  • Worked on special projects or performed other duties as needed.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Provided primary customer support to internal and external customers.

IT Support Specialist

Scottsdale Unified School District
01.2008 - 05.2012
  • Provided instruction and notification of changes, updates, and events to school staff
  • Troubleshoot technical and network problems with computers, printers, video equipment, VOIP phones, software, scanners, projectors, and/or related equipment at assigned sites
  • Administer local and/or wide area network accounts for students and staff
  • Training school staff with new software programs and/or technical equipment
  • Install and update computer and network software and hardware; install network components and wiring; update virus protection applications
  • Responsible for asset tracking including Receiving and transfer of technical equipment
  • Moved equipment throughout the assigned campus(es) based on on-site needs
  • Set up technical equipment for meetings, presentations, and in-services at assigned site(s).

Education

Associate of Science - Information Technology

DeVry University
Mesa, AZ

Skills

  • Hardware and Software Installation
  • Desktop Troubleshooting
  • Equipment Management
  • Technical Support
  • Offboarding and Onboarding
  • CompTIA A Certification
  • Technical Troubleshooting
  • Active Directory
  • IT Documentation
  • Email Administration
  • Scripting Languages
  • User Management

Professional Development Training

Scottsdale Business Institute: Dreamweaver CS3 Training, Adobe Photoshop CS3 Training, Windows Sharepoint Designer 2007

Community Service

Arizona Boston Terrier Rescue, 2009 – present: Assist with the operation of a 501c3 dog rescue, which includes representing the organization at fundraising drives and monthly adoption events. Managing volunteer schedules and coordination of dogs to foster homes, set up and planning for client events, evaluation and transporting animals and website database management.

Timeline

Help Desk System Administrator II

Nextiva
04.2022 - Current

IT Support Engineer

Imagine Learning (formerly Edgenuity)
05.2018 - 04.2022

Application Support Engineer

Edgenuity
01.2017 - 05.2018

Customer Success Manager

Edgenuity
02.2013 - 01.2017

Customer Support Specialist II

Edgenuity
06.2012 - 02.2013

IT Support Specialist

Scottsdale Unified School District
01.2008 - 05.2012

Associate of Science - Information Technology

DeVry University

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Rebecca Pederson