๐๐จ๐๐๐ซ๐ญ Davies
Regina,SK
Summary
Technology-inclined professional experienced in meeting needs, improving processes and exceeding requirements in team environments. Bringing forth creative solutions with real-time problem-solving flexibility with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
2
2
years of professional experience
Work History
Co-op Technical Support Analyst
Regina Catholic School
05.2022 - 11.2022
- Delivered 200 total support tickets for technical issues both on-site and remote, promoting efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Trained in hardware repair ( Ex. laptop trackpads, batteries, and keyboards)
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
Booking Agent
Saskatchewan Health Authority
03.2021 - 04.2021
- Acted as first point of contact and managed a multi-line phone system, scheduling appointments, and handling patient inquiries.
- Efficiently gained a record of 25 calls in an hour on average which helped shorten queue time
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Handled complaints and questions, and re-directed calls to other team members.
- Met customer call guidelines for service levels, handle time and productivity.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Education
Diploma - Business Information Systems
Saskatchewan Polytechnic
06.2023
Highschool Diploma -
Michael A. Riffel High School
06.2020
Skills
- Qualitative Analysis
- Cross-Training Skills
- Project Management
- Resource Allocation
- Operational Efficiency
- Business-to-Customer Expertise
- Call Center Operations
- Outreach Initiatives
- Corrective Actions
- Positive Reinforcement Methods
- Issue and Resolution Tracking
- Customer Support Needs Assessment
- Programming for Java, C#, NET
- MS Office Suite (Spread Sheets, Word Processing, Database, Presentation, Outlook)
Technological Skills:
- Web Design & Development in HTML5 (JQuery, CS3) as well as JavaScript
- Networking & Hardware (Application & Systems support, TCP/IP Utilities & Administration for Windows Servers)
- Systems Installation, Configuration and Upgrading
- Database Maintenance (Oracle/SQL Servers)
- Remote collaboration and Team Communication Tools
- Security Certification
- CIPS Code of Ethics
- Concepts in accounting (pricing strategies, budgeting, cost allocation, etc)
- Technical writing and Business Communications
- Human Resources and Group Dynamics
- Statistics for Business
- Organizational Change Management
- Creative Strategies and Data Operations
- Risk Management/ Mitigation Planning
Business Oriented Skills:
Volunteer Experience
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๐๐๐๐๐๐๐ก ๐ผ. ๐๐๐๐๐๐ก ๐๐๐๐ ๐๐๐๐ค๐ค๐ก
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Communicated professionally with guests, answering questions and addressing concerns to boost satisfaction.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
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๐๐ค๐ก๐ฎ ๐๐๐ข๐๐ก๐ฎ ๐๐๐ง๐๐จ๐
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Assisted customers with seating and menu selections and provided attentive service, proactively assessing guest needs.
References
Available upon request.
Timeline
Co-op Technical Support Analyst
Regina Catholic School
05.2022 - 11.2022
Booking Agent
Saskatchewan Health Authority
03.2021 - 04.2021
Diploma - Business Information Systems
Saskatchewan Polytechnic
Highschool Diploma -
Michael A. Riffel High School