Hi, I’m
Tyson Kernes
Customer Service/Technical Support Expert
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
years of professional experience
Work History
Alarmco Security Services
Command Center Operator
04.2022 - 12.2023
Job overview
- Enhanced security measures by implementing advanced surveillance technology and coordinating response efforts.
- Streamlined communication processes for improved efficiency during emergency situations.
- Monitored multiple security systems simultaneously, ensuring optimal performance and rapid response times.
- Collaborated with law enforcement agencies to apprehend criminals and prevent potential threats.
- Managed access control systems for secure entry points, reducing unauthorized access incidents.
- Conducted thorough incident investigations and prepared detailed reports for management review.
- Assisted in the development of command center protocols to ensure consistency in operations.
- Provided real-time support to field personnel during crisis events, aiding in successful resolutions.
- Participated in regular training exercises to maintain proficiency in emergency response procedures.
- Maintained vigilance over facility grounds, identifying potential hazards or breaches in security protocol.
- Utilized data analysis tools to identify patterns and trends in security incidents, informing proactive strategies for improvement.
- Managed shift handovers effectively, ensuring accurate information transfer between operators.
- Supervised a team of junior operators, providing guidance on best practices and encouraging professional growth.
TTEC
Claims Analyst
01.2019 - 11.2023
Job overview
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Streamlined workflow processes for improved efficiency and reduced claim resolution times.
- Collaborated with cross-functional teams to develop best practices for claim handling procedures.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department.
- Identified trends in claim patterns, providing actionable insights for process improvements and risk mitigation strategies.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Continuously sought opportunities to streamline workflows and implement process improvements within the claims department, resulting in increased efficiency and productivity levels.
ContinuumGlobal
Technical Support Representative
07.2019 - 02.2022
Job overview
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
College of Western IdahoNampa, ID
GED
Boise State UniversityBoise, ID
Master of Science from Computer And Information Sciences
04.2028
Skills
- Remote Support
- Emergency Management
- Security Protocols
- Incident Response
- Videoconferencing
- Systems Analysis
- Desktop support
- Technical Support
- Claims analysis
- Document workflow
- Skilled in Excel, Word, and Office
- Skilled in Salesforce and other CRM software
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementWork from home option4-day work weekTimeline
Command Center Operator
Alarmco Security Services
04.2022 - 12.2023
Technical Support Representative
ContinuumGlobal
07.2019 - 02.2022
Claims Analyst
TTEC
01.2019 - 11.2023
College of Western Idaho
GED
Boise State University
Master of Science from Computer And Information Sciences
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