Key Holder Resume Example
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KEY HOLDER
Summary
Resourceful Service Desk Agent with 15 years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Skills
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Experience
Key Holder10/2015 to CurrentThe Luxottica GroupSacramento , CA
- Assisted with training and supervision of staff to help develop and maintain store productivity goals, customer service skills and product knowledge.
- Achieved the Regional stretch goals for 10 out of 12 months by coaching team members on brand standards for customer interactions
- Cross-trained employees in other roles to help fill gaps and provided targeted feedback employees to help with training and development
- Managed stock demands, employee shift schedules and opening and closing procedures and adapted professionally to all unexpected changes
- Sought new ways to improve metrics by partnering with Store Manager and Assistant Store Manager.
- Mentored employees on management of complicated sales, complex issues and difficult customers.
Service Desk IT Customer Support Tech II12/2019 to 08/2020Aetos Systems Inc.City , STATE
- Utilized an electronic help desk ticketing system to manage incoming support requests, document support activities, and provide clear detailed accounts of actions taken through detailed resolution notes
- Informed clients about resolution progress for issues submitted via the web ticketing system
- Performed tasks to support all device hardware and software issues as required on multiple mobile platforms. iOS, Android, Windows Tablets, etc
- Updated software versions with patches and new installations to close security loopholes and protect users
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Assisted online users via live chat, web conference and phone to resolve issues related to iOS and Windows use and access
- Monitored and maintained device security utilizing Air-Watch program and other software
- Designed various training materials such as videos, powerpoint and other documents to support the Technical Support team using Microsoft Office Suite and other software
- Trained new employees on call handling and tool usage
- Obtained a public trust security clearance approval
Senior Trainer-Consultant Learning & Development09/2002 to 07/2018Verizon Communications Inc.City , STATE
- Managed new-hire training on topics such as business standards, Soft Skills, and Network Technical compliance requirements using learning management system to track module completion and make course adjustments
- Partnered with national training leaders in the development of a new training curriculum for new hire training
- Oversaw special courses such as Technical Support new hire training, Customer Service Soft Skills training and various other workshops and seminars to meet the different needs of each client group
- Conducted trainings on reading HTML code for Mobile switching system troubleshooting for all Technical Support groups
- Attended Apple training workshops and then facilitated courses on Apple iOS for technical support group
- Spearhead training at various call center locals on remote troubleshooting tools for mobile devices for all tech groups and followed up with additional support after the training with remote monitoring and side by side coaching
- Administered training seminars for national Wireless and Land-line management teams at the Wireless Leadership Academy training
- Conducted evaluations of current training projects requirements to enhance program quality
- Created lesson plans and learning materials with Microsoft Office Suite and Adobe products
- Coordinated eight training rooms with Microsoft Outlook Calendar to maximum the effective use of the rooms, the center achieved training completion rates with the time frames
- Developed inventory management system using Excel for 60 active cellular devices, 10 laptops, 30 iPads, two Promethean Boards, and an 80 inch touch screen display board
- Collaborated with Customer Service and Technical Support Supervisors to drive learning objectives, resulting in a 20% increase in program completion
- Updated technical documentation, specifications and methods to integrate IT technology and products into training programs
- Answered employee questions regarding Billing, Technical Support, Equipment issues and how to De-escalate situation and resolved any issues thru face-to-face and chat room engagement
- Created Dual Monitor Pilot program for the Technical Support Group to maximize productivity which increased by 54% in overall performance and better employee morale
- Developed training materials to teach the Technical Support group how to effectively use dual monitors
- Directed Adobe Connect 9 certification for web based training initiative for Training team to increase the overall team readiness which resulted in 100% completion
- Developed web based training coursing using various Adobe projects such as Adobe connect 9, Adobe Spark and Dreamweaver
- Delivered virtual and live classroom training while identifying training gaps to help Representatives deliver improved customer interactions
Education and Training
Dale Carnegie High Impact Presentations: Advanced Presentation Skills2017University of Central MissouriCity, State
BBA: Business Administration2016Strayer UniversityCity, State
- Completed coursework in Business Communication, Accounting and Marketing
Fundamentals of Effective Leadership and Management Course : Leadership2011Strayer UniversityCity, State
Human Relation and Communication2010Dale Carnegie Center of Excellence - NYC/WestchesterCity, State
Military
United States Navy 1994-1998
Aviation Ordnanceman
USS-Enterprise CVN-65
United States Army 1998-2004
309th Transportation group
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School Attended
- University of Central Missouri
- Strayer University
- Dale Carnegie Center of Excellence - NYC/Westchester
Job Titles Held:
- Key Holder
- Service Desk IT Customer Support Tech II
- Senior Trainer-Consultant Learning & Development
Degrees
- Dale Carnegie High Impact Presentations : Advanced Presentation Skills 2017
BBA : Business Administration 2016
Fundamentals of Effective Leadership and Management Course : Leadership 2011
Human Relation and Communication 2010
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