Taylor Smith
Bossier City,LA
Summary
Trustworthy individual offering over 10 years working as qualified system Technician. Focused and enthusiastic performer promoting exceptional skill in diagnosing issues and performing repairs. Broad knowledge of machines, production processes and maintenance processes.
Overview
12
12
years of professional experience
Work History
System Technician II
GDIT
LA
07.2023 - Current
- Reacts appropriately to alerts and reports errors as required
- Help/Support Team Lead with managing, recording MIM bridges
- Performs initial investigation and triage of potential incidents to determine relevancy and urgency
- Monitoring of end points on multiple monitoring tools and managing per programs statement of work (SoW)
- Creates new incidents for alerts
- Bridge Scribe: Escalation – Ensuring all needed resources are available on the bridge using a variety of media
- I.e
- Paging, instant messaging, etc
- Notification – Create and document triage information from outages within the Major Incident Report (MIR) and send to appropriate distribution lists
- ITSM Operations Support (Change, Incident & Problem Management): Align the Shift Turnover – Control Log report with the current Change Advisory Board (CAB) report
- Ensure that Change Requests (CR) in the Turnover Report are listed in their proper programs and status
- Ensure the CR inbox is current
- Keep archived CR’s filed according to Command Center procedures
- Support Incident ticket follow-up or assigning as needed Create and assign Problem (RCA) tickets as needed Process Reports – Complete various daily, weekly or monthly reports
- Monitoring alerts in SPLUNK
Customer Service Supervisor
GDIT
LA
01.2019 - 06.2023
- Leads and supervises a team of service desk agents using designated systems and proven coaching methods
- Provides feedback and coaching as appropriate to improve overall performance of agent and/or team
- Supervises team of agents in order to meet operational goals while ensuring customer satisfaction
- Routinely supervises, monitors, and evaluates team metrics for quality of service and to ensure compliance with Client Service Level Agreements
- Provides administrative support to assist with the management of day-to-day operations
- Develops and presents presentations to customers, perspective clients, and company senior leadership
- Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods
- May be required to handle customer calls in case of extraordinary call volume circumstances
- Maintains focus on client and operational goals while ensuring customer satisfaction
- Follows established practices and procedures in support of Service Desk operations
- Elevated agents calls daily to provide accurate feedback during coaching sessions.
Tech Support
Comcast
LA
05.2018 - 12.2019
- Providing advanced high speed technical support via inbound phone inquires
- Troubleshot hardware for cable devices
- Communicate with the customer to resolve the issue.
Computer Operator II
GDIT
LA
05.2018 - 01.2019
- Assists staff in the operation of personal computer equipment
- Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions or approaches to problems
- Resolves user problems by answering questions and requests
- Drive process improvements while maintaining operational effectiveness and efficiencies and contributes to profitability
- Documents problems and actions by completing production logs
- Contributes to team effort by accomplishing related results as needed.
Technical Trouble Shooting
Tele-Performance
LA
11.2015 - 12.2017
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Technical Trouble Shooting for internet connectivity problems
- Opens customer accounts by recording account information
- Knowledgeable of products, services and functional area tools and processes
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Prepares product or service reports by collecting and analyzing customer information
- Contributes to team effort by accomplishing related results as needed.
Ceris
TX
03.2012 - 11.2015
- Enters patient demographic and appointment details into system once patient has been scheduled for the appointment
- Work closely with the Billing Department to ensure insurance/billing information is complete
- Accepts direction and feedback from supervisors and follows through appropriately
- Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
Education
Woodlawn Leadership Academy
05.2013
Skills
- Operations Monitoring
- System Troubleshooting
- Customer Service
- Tech-Savvy
- Information Tracking
- Troubleshooting
Timeline
System Technician II
GDIT
07.2023 - Current
Customer Service Supervisor
GDIT
01.2019 - 06.2023
Tech Support
Comcast
05.2018 - 12.2019
Computer Operator II
GDIT
05.2018 - 01.2019
Technical Trouble Shooting
Tele-Performance
11.2015 - 12.2017
Ceris
03.2012 - 11.2015
Woodlawn Leadership Academy