STEPHEN A KIME
Austin,TX
Summary
Professional with 10 years of strong background in Technical support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
14
14
years of professional experience
Work History
L2 Service Desk Analyst
Flash Parking
Austin
03.2024 - Current
- Engaged in user support interactions via telephone and email platforms.
- Served as the primary point of contact for technical inqueries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for clients.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Assisted Development team in identifying and resolving software and reporting issues.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Continued all responsibilities from prior role within the Company while increasing technical knowledge and skills across the board.
Hardware Support Technician
Flash Parking
Austin
10.2022 - 03.2024
- Troubleshot complex hardware issues using advanced diagnostic tools, ensuring prompt resolution times.
- Aided with installation, configuration, and troubleshooting of computer hardware components.
- Improved customer satisfaction by promptly addressing hardware issues and providing efficient solutions.
- Investigated hardware product issues involving materials and software and devised solutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and email.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Took lead in major Support projects outside of standard work hours.
Advanced Repair Agent
Best Buy/Geek Squad
Laredo, TX, United States
08.2014 - 09.2022
- Met best-in-class quality standards by inspecting and testing completed work to identify and resolve any defects.
- Met work needs consistently by keeping good stock of parts on hand.
- Achieved a minimum of 8 computer repairs during regular work day.
- Completed repairs using good assessment, troubleshooting, and diagnostics abilities.
- Maintained repair logs and paperwork with clear writing and strong attention to detail.
- Learning and teaching coworkers more efficient methods to complete tasks.
- Dismantled machines, equipment, and devices to access and remove defective parts using hand tools.
- Worked closely with leadership to better understand important business logistics.
- Oversee certified part consignment count on a monthly basis with Apple and Best Buy Inventory.
- Performed repairs for Apple devices under Authorized Service Provider program for Apple.
Server
Chili's
Laredo, TX
09.2013 - 08.2014
- Delivered food and beverages quickly to customers.
- Explained details of new menu items, seasonal, and daily specials.
- Followed all safety, sanitization, and food handling guidelines.
- Memorized menu additions, changes, and limited offerings.
- Shift-leader and key holder on specific mornings and nights when management was short.
- Trained new servers in company policies, guest service standards, and best practices.
Customer Service Representative and Coordinator
Convergys
Laredo, TX
06.2011 - 09.2013
- Followed up with customers to offer additional support and check resolution satisfaction.
- Assigned follow up leads to peers through indirect sales channels to secure sales. (Excel use and mastery.)
- Answered 40 or more inbound calls each day to handle various concerns, set appointments, and close sales.
- Documented, researched, and resolved customer service issues.
Education
Some College (No Degree) - Mathematics
Laredo College
Laredo, TXSkills
- Analytical thinking
- Customer service
- Teamwork and collaboration
- Critical thinking
- Technical troubleshooting
- Attention to detail
- Client relationship management
- Hardware configuration
- Customer communication and empathy
- Network troubleshooting
- Remote technical support
- Documentation
- Escalation management
- Client services training
- Incoming call management
Timeline
L2 Service Desk Analyst
Flash Parking
03.2024 - Current
Hardware Support Technician
Flash Parking
10.2022 - 03.2024
Advanced Repair Agent
Best Buy/Geek Squad
08.2014 - 09.2022
Server
Chili's
09.2013 - 08.2014
Customer Service Representative and Coordinator
Convergys
06.2011 - 09.2013
Some College (No Degree) - Mathematics
Laredo College