KATHY WEBSTER
SAN FRANCISCO,CA
Summary
Enthusiastic help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software and framework.
Overview
10
10
years of professional experience
Work History
Help Desk Associate
Jobot
11.2020 - Current
- Provide helpdesk support to end-users of proprietary software
- Answer questions about product features and resolve user problems
- Document all issues and generate monthly reports detailing common problems and error trends
- Escalate service questions to appropriate client representatives
- Fill in for in-house IT services as needed, installing new desktop systems for a team of 50 including developers, project managers and quality assurance team members.
Technical Support Representative
Aventi Group
09.2017 - 10.2020
- Responded to client account questions, including billing and field service requests
- Created service orders to replace defective parts or request technician assistance
- Investigated reported issues and walked customers through scripted service protocols to rule out numerous problems, maintaining 95% of client satisfaction
- Maintained up-to-date knowledge of all company products, service procedures and offerings to properly assist clients
- Consistently exceeded expectations for customer satisfaction and call volume.
Technical Support Agent
Concentrix
06.2014 - 08.2017
- Supported small business customers via inbound technical support calls
- Assisted an average of 30 customers per week having hardware, software and networking issues
- Researched client issues to resolve complaints promptly
- Displayed exceptional people skills and maintained a calm demeanor during every phone call.
Education
Bachelor of Science - Computer Science
San Francisco State University
San Francisco, CASkills
- LAN aptitude
- Windows XP/Vista
- MS Office proficient
- DHCP/DNS Ethernet and Firewall proficient
- Familiar with Mac desktops
- Service-oriented
- Excels under pressure
- Meticulous and organized
Timeline
Help Desk Associate
Jobot
11.2020 - Current
Technical Support Representative
Aventi Group
09.2017 - 10.2020
Technical Support Agent
Concentrix
06.2014 - 08.2017
Bachelor of Science - Computer Science
San Francisco State University
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