Over 10 years of customer service, help desk and technical support experience. Transitioning to Content Marketing and Web Development.
Product Support Specialist
Xcelerant Consulting LLC | Remote
December 2018 - Present
Provide Helpdesk and customer service support to client customers via phone and email while maintaining service level requirements as defined by Statement of Work.
Demonstrated solid decision-making and time management skills and the ability to prioritize in order to keep up with ever-changing daily tasks.
Collaborated with remote coworkers, agents, customers, and other departments to ensure More ...
Operations Monitoring Analyst
TM Floyd & Company | Columbia, SC, USA
October 2017 - December 2018
Monitored the performance of computer systems and networks, and coordinate with engineers to ensure optimal network performance and provide timely resolutions to potential network problems.
Utilized MS Excel to load and manipulate data and create detailed reports to keep management and clients abreast of system performance. Maintain log books by recording error/alert notification details and More ...
Disk Customer Support Rep
Unitrends, Inc | Columbia, SC, USA
November 2013 - March 2017
Assessed client business needs and created solutions and/or changes based on client feedback helping to improve overall product satisfaction and maintain QoS.
Created, documented, and monitored support tickets using Salesforce. Collaborated with engineers to ensure timely follow up and resolution of cases.
Diagnosed and repaired hardware issues using tools such as remote support tunnels and More ...
Bachelors, Network and Communications Management | Alpharetta, GA, USA
problem-solvingOnline Editingcustomer relationsResearch and Reporting · Planning trouble shooting