Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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
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, TX

Skills

  • 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

Similar Profiles

CREATE PROFILE
STEPHEN A KIME