Team oriented, resourceful problem solver with a calm, methodical mindset, passion for helping others, and multiple awards for top performance, and exceptional customer service. Experienced in troubleshooting, solving complex technical issues, installing computer hardware/software, and providing support to end-users in roles that go well beyond job descriptions in the Automotive, Financial, and Wood Products Industries.
Skills
Desktop support
Mac systems
Technical issues analysis
Data recovery
System Provisioning
Microsoft Office
Customer service
Interpersonal Communication
Analytical skills
Collaboration
Self-motivated professional
End-user support
Software updates
Hardware Installations
Employee training and development
Excellent interpersonal skills
Problem-solving skills
Call management
Technical assistance
Technical documents comprehension
Customer service expert
Troubleshooting and Diagnostics
Technical Support
Troubleshooting Technical Issues
IT Support
Hardware and Software Installation
Network Troubleshooting
Hardware Troubleshooting
Hardware and Software Configuration
Customer Complaint Resolution
Complaint resolution
Report preparation
Conflict Resolution
Excellent written and oral communication
Customer Relations
Telephone etiquette
Good communication skills
CRM
Professional telephone demeanor
Creative problem solving
Staff education and training
Relationship building and management
Client Relationships
Product knowledge
Sales expertise
Adobe software
Documentation skills
Excellent attention to detail
Expert in customer relations
Strong organization
Customer Relationship Management
Good listening skills
Flexible & Adaptable
Work History
01/2018 to 01/2020
Professional RepresentativeCaterpillar – Home In Nevada, NV,
Corresponded with 300+ current and prospective customers weekly, able to connect with people, strong interpersonal skills, maintains friendly demeanor, shows respect even when not reciprocated
Outstanding written and verbal communication skills, effectively, and persuasively conveys ideas through all mediums, composing clear and concise email, text, and live chat messages, and handling phone calls with professional telephone skills
Self-driven, goal oriented, works independently and as a team, excellent organizational skills, maintains detailed notes in CRM Software, able to multi-task, documenting and resolving issues, overcoming objections, providing support, ensuring customer satisfaction
Able to Understand and convey technical information to non-technical people, teaching co-workers, customers, and end-users, how to setup, operate, and maintain complex technology features, installing software applications in various operating systems, and mobile devices.
01/2013 to 01/2017
Commercial ManagerTripactions – New York, NY,
Consistent top producer, as a representative, received promotion to manager in 10 months
Spearheaded establishment of commercial vehicle department, smashing goals by 185.2%, with 402 units, and 28% of total volume during the best year in store history, and named #1 in Mid-Atlantic Region by 2nd Year in operation.
Top 50 of 15,000 representatives in North America recognized for being “among the best-of-the best in consistent top performance & customer service excellence” at 2016 Nissan Top Performer Conference
Hiring, training, assigning, and monitoring work of 4 additional staff, oversaw installation, designed layout of workstations, Purchased, installed, and configured, computer hardware and software.
Providing support to end-users, troubleshooting, resolving basic computer hardware/software issues, documenting, escalating advanced problems, working with remote support, adding /deleting of users.
01/2007 to 01/2013
Revenue AccountantWeyerhaeuser Company – Hot Springs, AR,
Hired full-time after 3-months, promoted to revenue accountant at regional accounting firm, hired directly by client and doubled my salary after 2 years with permission of my employer
Managed $30M Oil & Gas Assets in a 5-Year Private Energy Fund for Charlotte based investment firm
Advanced Microsoft Excel skills, creating spreadsheets, advanced formulas, generating reports
Established remote office, researched, tested, recommended software and hardware purchases
Installing, monitoring, maintaining, and repairing networking, telecommunications, and computer hardware.
Installing computer applications, configuring systems to meet end-user needs, generated automated reports, loaded data into systems, created back-up copies of data sources.
01/1997 to 01/2007
Operations Team MemberWeyerhaeuser Company, OSB – City, STATE,
Contributed to innovative process Improvement idea that saved 3 seconds per cycle, increased production 200 tons an hour.
Ability to solve complex technical issues, and thrive in a fast-paced, high-performance, collaborative environment, where openly giving and receiving feedback, and constructive criticism are required
Frequently led group problem solving efforts during critical, emergency situations using a calm, innovative mindset, methodical troubleshooting, to quickly determine root cause, find solutions.
Education
Expected in 02/2021
Certificate: CompTIA A+ With ITIL Foundations: Information Technology University of North Carolina - Wilmington, NC, GPA:
Expected in
Associate of Applied Science: Automotive Technology University of Northwestern Ohio - Lima, OH GPA:
Expected in
2 Year Vocational: Automotive Technology Fred W Eberle Technical Center - Buckhannon, WV GPA:
Additional Information
Awards and Honors
, Top 50 of 15,000, Customer Service & Performance - Nissan North America 2016
3x Award of Excellence Winner, Customer Service & Performance - Nissan North America 2015, 2016, 2017
1st Place WV State Finals, Troubleshooting hands-on - Ford/AAA National Troubleshooting Contest 1995
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