Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Stacy Johns

Atlanta,GA

Summary

Results-driven Tier II Technical Support Engineer from Zoom Video Communications Inc., adept in technical troubleshooting and fostering customer relationships, ensured 98% CSAT through effective ticket management and solution implementation. Skilled in Active Directory and JIRA systems, I excel in diagnosing hardware issues and enhancing operational efficiency.

Overview

10
10
years of professional experience

Work History

Tier II Technical Support Engineer

Zoom Video Communications Inc.
04.2020 - Current
  • Facilitate root cause analysis for technical problems, and implement corrective action
  • Managed ticketing system to track, prioritize, and resolve customer support requests.
  • Act as an escalation point for Tier I support teams and concierge support for our Premier customers, ensuring timely issue resolution within SLA while maintaining 100% CSAT
  • Collaborated with engineering teams through Jira to implement effective fixes.
  • Authored comprehensive knowledge base articles to support operations
  • Manage over 1,500 integrated applications and SSO systems, ensuring seamless user access and security compliance.
  • Provided weekend and holiday support on a rotational basis.

Expert

Enjoy Technology Inc
09.2019 - 03.2020
  • Audited customer account information to identify issues and develop solutions.
  • Promoted available products and services to customers during service, account management and order calls.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Service Desk Support Lead

Cortland
03.2018 - 08.2019
  • Processed and triaged technology-related requests through CRM platforms, including AutoDesk and Samanage.
  • Resolved an average of 50+ customer support tickets daily across chat, email, and phone, ensuring 98% customer satisfaction.
  • Acted as primary contact for technological issues faced by C-Suite employees.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Oversee user administration and system setup through Active Directory.
  • Collected, analyzed and reported on data for use in operational planning.
  • Assisted in the training of new staff members on customer service techniques.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.

Remote IT Analyst

CanvasIT
05.2017 - 02.2018
  • Resolved an average of 50+ customer support tickets daily across chat, email, and phone, ensuring 98% customer satisfaction.
  • Delivered remote support for IT issues, including software installations, and network configurations.
  • Monitored servers using Splunk and PRTG to identify and mitigate system vulnerabilities.
  • Assisted in onboarding and offboarding employees by configuring enterprise accounts and access permissions.
  • Facilitated professional growth of recruits through mentoring and skill enhancement.
  • Collaborated with team members to deliver projects within scheduled deadlines.

Family Room Specialist

Apple Inc.
10.2015 - 05.2017
  • Diagnosed and tested Apple computer systems and mobile devices in alignment with established repair procedures.
  • Offered technical assistance and advice to clients to address product issues using comprehensive expertise.
  • Conducted essential troubleshooting for desktop systems to ensure optimal performance.
  • Responded to customer feedback, including positive remarks and concerns.
  • Aided more than 100 individuals daily within the store setting.

Quality Coach

Concentrix
03.2015 - 10.2015
  • Monitored and evaluated telephone representatives' performance to maintain compliance with quality benchmarks.
  • Created concise summaries of key findings to aid supervisors in performance assessments.
  • Created weekly and monthly performance summaries.
  • Boosted compliance with company policies by delivering targeted coaching following audit evaluations.
  • Guided onboarding representatives through structured mentorship programs.
  • Implemented job aids to enhance efficiency in operational tasks.

T2 AppleCare Support

Concentrix
01.2015 - 03.2015
  • Troubleshot and repaired Apple computer systems and mobile devices adhering to established guidelines.
  • Resolved an average of 100+ customer support tickets daily across chat, email, and phone, ensuring 98% customer satisfaction.
  • Executed device optimizations, resolved technical issues, and installed proprietary software across Apple products.
  • Managed customer grievances with escalation to management for critical cases.

Education

Software Engineering -

Flatiron School
12-2020

Bachelor of Science - Biology

University Of Georgia
12-2013

Skills

  • Microsoft Office Suite
  • O365
  • Azure
  • Active Directory
  • Okta
  • Splunk
  • Customer relationship management
  • Remote diagnostics
  • JIRA systems
  • Diagnosing hardware issues
  • Resolving software issues
  • Resolving network issues
  • Ticket management
  • Application support
  • Technical troubleshooting
  • Assessing technical problems
  • Implementing solutions
  • Data analysis
  • Reporting

References

Available Upon Request

Timeline

Tier II Technical Support Engineer

Zoom Video Communications Inc.
04.2020 - Current

Expert

Enjoy Technology Inc
09.2019 - 03.2020

Service Desk Support Lead

Cortland
03.2018 - 08.2019

Remote IT Analyst

CanvasIT
05.2017 - 02.2018

Family Room Specialist

Apple Inc.
10.2015 - 05.2017

Quality Coach

Concentrix
03.2015 - 10.2015

T2 AppleCare Support

Concentrix
01.2015 - 03.2015

Software Engineering -

Flatiron School

Bachelor of Science - Biology

University Of Georgia

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Stacy Johns