Steven Hedrick
Eatonville,WA
Summary
At National Communication Services, excelled as a Tier III Microsoft Teams Support Analyst, enhancing customer satisfaction through efficient issue resolution and process optimization. Skilled in support ticketing systems and incident management, I led training initiatives and collaborated on ITIL processes, significantly contributing to team success and technological advancements.
Overview
26
26
years of professional experience
Work History
Tier III Microsoft Teams Support Analyst
National Communication Services
Redmond, WA
04.2004 - Current
- Handle escalation for Microsoft Teams. Auto Attendant/ Call Queue, Online Common area phones, Mesh, and Viva services
- Created and managed over 800 Microsoft Teams Auto Attendant and Call Queues.
- Specializes in troubleshooting wide-scale service issues, identifying product bugs, and driving resolution with the associated product teams.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Join forces with engineering and support teams across IT to address complex break/fix scenarios
- Managing customer communications for high-impact issues
- Testing latest technologies, new devices, services, and scenarios before they ever reach production
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Worked flexible hours across night, weekend, and holiday shifts.
Specialist
US Army
Fort Hood, TX
08.1998 - 08.2021
- M1 Armor Crewman operated armored equipment.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
Sales Lead
G.I Joes
Puyallup, WA
10.2001 - 06.2004
- Trained, coached, and mentored new sales associates for maximum performance.
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Education
High School Diploma -
Bethel High School
Spanaway, WA06.1998
Skills
- Microsoft Teams
- Support ticketing systems
- Application support
- Incident Management
- Remote Support
- Ticket management
- Problem-Solving
- Call Center Operations
- Collaborative Team Player
Timeline
Tier III Microsoft Teams Support Analyst
National Communication Services
04.2004 - Current
Sales Lead
G.I Joes
10.2001 - 06.2004
Specialist
US Army
08.1998 - 08.2021
High School Diploma -
Bethel High School