Tyeshia Lockhart
District Heights,MD
Overview
13
13
years of professional experience
Work History
Poker Dealer
Maryland Live Casino
Hanover, MD
06.2019 - Current
- Managed poker tables with strong attention to detail, ensuring smooth gameplay for all participants.
- Contributed to a positive gaming atmosphere by providing exceptional customer service to players of all skill levels.
- Enforced casino rules and regulations, promoting fair play among customers.
- Maintained a high level of concentration while multitasking in a fast-paced environment, ensuring seamless gameplay for patrons.
- Increased table revenue by accurately tracking time played, rake, and tips during each shift.
- Exceeded customer expectations through friendly interactions while maintaining focus on managing game play.
- Supported fellow dealers through teamwork and collaboration during peak times or when additional assistance was needed at tables.
- Promoted responsible gambling practices among patrons in accordance with company guidelines and industry best practices.
Tier 1 Technical Support Representative
Douglas Resources
Washington, DC
01.2017 - 06.2019
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Demonstrate sound customer service and telephone etiquette in responding to customer calls or
inquiries for service and support. - Conduct desk side troubleshooting and problem resolution.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
Server Manager
Chevy's Restaurant
Greenbelt, MD
02.2014 - 01.2017
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Led team of servers to consistently meet customer service and sales targets.
- Completed daily procedure checklist and communicated changes to servers and kitchen staff.
- Enforced compliance with food safety and sanitation standards throughout restaurant.
- Trained junior team members on server management techniques and procedures, fostering a culture of continuous learning within the team.
- Established team strengths and weaknesses and exploited opportunities to boost employee output and customer satisfaction.
Help Desk Technician
ICE Technology
Washington, DC
02.2012 - 04.2014
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Documented support interactions for future reference.
Education
High School Diploma -
Forestville High School
District Heights05-2005
Skills
- Ticketing system proficiency (Remedy, ServiceNow)
- Data Backup and Recovery
- System monitoring
- Software Installation
- Printer troubleshooting
- Desktop support
- Mobile Device Support
Timeline
Poker Dealer
Maryland Live Casino
06.2019 - Current
Tier 1 Technical Support Representative
Douglas Resources
01.2017 - 06.2019
Server Manager
Chevy's Restaurant
02.2014 - 01.2017
Help Desk Technician
ICE Technology
02.2012 - 04.2014
High School Diploma -
Forestville High School