Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Personal Information
Volunteer Experience
Timeline
Generic

Shona Gastian

Houston,TX

Summary

Resourceful, self-motivated technology-inclined professional with over 9 years of comprehensive experience providing network and software support to users and developing and implementing technical solutions. Adaptable and diligent professional possessing excellent problem-solving and time management abilities. Experienced administrative professional in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen in alignment with the Home Depot Value Wheel. Works effectively with cross-functional teams in ensuring operational and service excellence. Equipped with strong willingness to take on added task to reach team goals and empower growth and development amongst the team.


Proficient in CRM Software, Microsoft Office Suite. Currently enrolled in Orange Method SQL and HDI Support Center Team Lead certification.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Product Support Technician

Home Depot Inc
Atlanta, GA
08.2023 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving product-related issues.
  • Streamlined troubleshooting processes for improved efficiency and reduced downtime.
  • Developed and maintained detailed technical documentation to facilitate knowledge sharing among team members.
  • Delivered top-notch customer service, effectively managing high call volumes and maintaining professional demeanor under pressure.
  • Trained 10 new technicians (via Reverse Shadowing / Nesting) on company processes, tools, and best practices, promoting culture of continuous improvement.
  • Consistently met or exceeded performance targets in key areas such as call resolution (74% of all calls) and customer satisfaction ratings (96.67%).
  • Stayed current with industry developments through ongoing professional development activities such as webinars, meetings, and email distribution.
  • Contributed to company growth and success by consistently meeting or exceeding key performance indicators such as call handling time, case resolution rate, and customer feedback ratings.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with leadership regarding additional training to contribute to individual development in effort to assist customer base as well as peers.

Product Support Technician

Kforce Global Solutions
Atlanta, GA
08.2022 - 08.2023
  • Achieve user satisfaction through Tier1 store support for resolving 53% to 60% of client concerns and issues through phone and remote access on weekly basis, optimizing current scorecard by 97.30
  • Boost operational efficiency by preparing/maintaining call documentation and escalation and handling open tickets
  • Identify and provide suggestions for complex issues resolution by sharing insights with 63 fellow team members
  • Liaise and establish productive rapport with associates at 2300 stores to assess and resolve problems
  • Manage large call volume while facilitating team members with acquired knowledge to meet set goals when applicable
  • Facilitate in developing Knowledge Base article KB0103050 (SUB0057794) and feedback for 14 Knowledge Base articles.

Help Desk Technician

Galveston College
Galveston
01.2019 - 01.2020
  • Leveraged strong technical aptitude for providing outstanding IT support for 2429 on-campus end users as per set guidelines
  • Coordinated installations, updates, and registrations of new and existing software and hardware for 230 users
  • Guided 4 team members in diagnosing, troubleshooting, and resolving potential issues within agreed timeframe
  • Delivered technical assistance for incoming queries regarding computer systems, software, and hardware within campus.

Education

Associate of Arts & Sciences (AAS) - Network & System Administration/Administrator

Galveston College
Galveston, TX
08.2020

Skills

  • Customer Focus
  • Team Training & Leadership
  • Astute Communication
  • Virtualization Technologies
  • Task Delegation
  • CRM Software
  • Resourcefulness
  • Performance Improvement
  • Coaching and Mentoring
  • Cross-Functional Collaboration
  • Team Collaboration
  • System Administration
  • Incident Management
  • Conflict Management
  • Drives Engagement

Certification

Computer & Network Administration - Advance, Intermediate, & Basic Level

Accomplishments

  • Demonstrated exceptional performance to achieve Organizational Ranking of top 2 out of 52 as well as a Organizational Site Ranking of 1 out of 21 six consecutive weeks.
  • Delivered on-time technical support to achieve an average of 462 positive reviews from 2022 to 2023.

Personal Information

PRODUCT SUPPORT TECHNICIAN

Volunteer Experience

  • Friends of the Library Committee, 2022, Present
  • School Health Advisory Council, 2022, Present
  • Food Distribution Clerk, 2019, 2020
  • Student Government Association, 2019

Timeline

Product Support Technician

Home Depot Inc
08.2023 - Current

Product Support Technician

Kforce Global Solutions
08.2022 - 08.2023

Help Desk Technician

Galveston College
01.2019 - 01.2020

Associate of Arts & Sciences (AAS) - Network & System Administration/Administrator

Galveston College

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Shona Gastian