Sara Allan
Jeffersonville,IN
“What I believe” is a process rather than a finality. Finalities are for gods and government, not for the human intellect.
Emma Goldman
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency. My gialbos to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
IT Field Support Technician
Field Nation
01.2009 - Current
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Assisted in the planning and execution of major technology projects, resulting in improved efficiency and productivity.
- Served as a reliable point of contact for clients experiencing technical difficulties, offering prompt solutions to their problems.
- Provided end-user training on software applications, leading to increased productivity among employees.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent customer service standards.
- Maintained strong relationships with vendors to ensure timely delivery of products and services at competitive prices.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
- Collaborated with cross-functional teams on the integration of new software applications into existing workflows.
- Ensured compliance with industry best practices related to information security and data privacy policies.
- Participated in quality assurance activities including testing patches and updates before deployment across the organization.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Restored data on computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Assisted customers with technical support inquiries.
- Facilitated maintenance team training procedures to align with company standards.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Explained diagnostic findings to customers and outlined repair or service options.
- Documented changes and actions in computer-based tracking system.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Trained customer employees and managers on machine use and maintenance.
- Demonstrated increased knowledge of company products and equipment.
- Generated reports for customer service issues and repair records.
Customer Support Specialist
Molina Healthcare
04.2019 - 01.2023
- 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.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- 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.
- Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving 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.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Served customer account and technical needs across 30+ daily calls, consistently meeting productivity and quality targets.
Education
Associates In Applied Science And Technology - Computer Installation And Repair Technology
06.2008
Associate Of Applied Science - Accounting Technology And Bookkeeping
07.2006
Skills
- Incident Management
- Remote Support
- Virtualization Technologies
- Security Protocols
- Hardware Installation
- Server Maintenance
- Wireless Networking
- Data Recovery
- System Administration
- Network Configuration
- Mobile Device Management
- Customer Service
- Critical Thinking
- Technical Support
- Problem Solving
- Analytical Thinking
- Adaptability
- Team Collaboration
- Active Listening
- Time Management
- Project Management
- Operating Systems Expertise
- Cloud Computing
- Attention to Detail
- Continuous Learning
- ITIL Processes
- Advanced Troubleshooting
- Breakdown Prevention
- Emergency Repairs
- Problem Diagnostics
- Memory Installation
- New Systems Testing
- Cable Management
- Customer Relations
- Equipment Configuration
- Performance Analysis
- Expense Reporting
- Adjustment and Calibration
- Maintenance and Repair Recordkeeping
- Equipment Programming
- System Upgrades
- Troubleshooting Techniques
- Hand Tool Knowledge
- Decision-Making
- Telephone and Email Communication
- Linux Operating System
- Process Monitoring
- Project Estimation and Bidding
- Remote Troubleshooting
- Parts Replacement
- Enterprise Application Integration
- Data Analysis
- Security Patches
- Hardware and Software Configuration
- Word Processing
- Computer Networking
- Equipment Calibration
- Performance Testing
- Configuration Management
- Parts Inventory Maintenance
- Operating System Configuration
- Project Oversight
- Microsoft Office
- Microsoft Excel
- Client Relationship Management
- Quality Control Analysis
- Laptop Servicing
- Work Planning and Prioritization
- Software Reinstallation
- Creativity and Innovation
- Preventive Maintenance
- I Serve and Service Now ticketing Operations
- Active Directory
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist - Molina Healthcare
04.2019 - 01.2023
IT Field Support Technician - Field Nation
01.2009 - Current
Spenerian College - Associates In Applied Science And Technology , Computer Installation And Repair Technology
Indiana Health Carrers - Associate Of Applied Science, Accounting Technology And Bookkeeping
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