Krystal Meade
Technical Support Specialist
Surrey,BC
Summary
Motivated, personable business professional with 17 years of Technical Support and Customer Service experience. Wanting to find a Full Time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Talent for quickly mastering technology. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Service desk Support MSP
Fully Managed
Vancouver, BC
03.2020 - 09.2021
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved up to 25 non escalated technical support inquiries per day.
- Recorded and maintained relevant notes for each client and work order.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
Service Desk Support MSP
Adaptive Technical
Burnaby, BC
03.2019 - 03.2020
- Provided first class technical assistance to our customers via: email, phone, MSP ticketing (connectwise manage)
- Handling customer technical support cases through phone and email submission
- Updating the company website with tech tips and brief documents
- Evaluating system potential through assessing compatibility of new programs with existing programs
- Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
- Maintaining system functionality by testing computer components
- Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
- Maintain client confidence by keeping their information confidential
- Preparing reference material for users by drafting operation instruction
- Developed strong communication and organizational skills through working on group projects.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Support Team Lead
Wondershare Technologies
Burnaby, BC
12.2017 - 09.2018
- Handle complaints, provide appropriate solutions and alternatives, within the allotted time limits; follow up with escalated case(s) to ensure resolution
- Work effectively and collaboratively with other team members, and management with both local and overseas head office in Shenzhen China
- Built sustainable relationships of trust, through open and interactive communications via media channel, like Facebook,
- Twitter, email and BBB etc
- Maintain any documentation for customer service training, product support templates and response templates
- Conduct quality checks for CBS tickets and provide improvement training to team members in Shenzhen office
- Basic technical knowledge of over 100 different Wondershare Products, on multiple operating systems
- Many additional projects to optimize customer support.
Techincal Dealer Support
Tio Networks
Vancouver, BC
04.2016 - 04.2017
- Acted as a 2nd level escalated point of customer service and support for TIO’s Tier 1 CSR agents, end customers, authorized payment dealers and corporate billing partners
- Assisted with daily payment support and research tasks to identify root causes and corrective actions to satisfy customer and partner escalation inquiries
- Helped our collections group with contacting our wireless dealers regarding NSF failures, review bank statements, validate receipt of payment, and activate/deactivate dealers as necessary to ensure NSFs are rectified
- Assisted with user set up requests for TIO websites
- Created and managed internal JIRA support tickets for resolutions
- Worked with and managed our Tier 1 CSR Team Leads at an outsourced, offshore call center to ensure an appropriate level of service is being provided and TIO support processes are efficient and effective
- Identified opportunities to improve on support tools and/or processes to ensure support and customer service objectives are being met, including potential system, ensuring appropriate action and resolution.
- Participated in project management meetings for development and release of new TIO products and services, acting as the customer service support representative to ensure support requirements in the project are being recognized and met
eCare Technical Support
Shaw Communications
Vancouver, BC
06.2012 - 04.2016
- Provided pleasant, professional and knowledgeable support to facilitate an exceptional customer experience for both internal and external customers
- Answered questions regarding CBS, COMX, SDPNET and Oasis for CSRs and Supervisors via telephone, email and walkups
- Provided ongoing support to team members and Supervisors while being a positive role model to the team
- Provided real time support to agents including handling escalation calls and quality coaching, as required
- Mentored agents and provide necessary coaching and training
- Assisted with password-related tasks and escalated work order over-bookings
- Strong understanding of current processes and tools across all Shaw branches
- Dealt effectively and quickly with change and assisting team members in adapting to a fast-paced, rapidly changing environment
- Co-ordinate and send updates and reports to the team and management regarding stats, various issues and updates as needed
- Promoted the features, advantages and benefits of Shaw products and services to our customers while delivering an exceptional customer experience
- Identified and recommend solutions that will improve overall operations, increase sales totals, minimize customer churn and improved customer satisfaction
- Basic troubleshooting and technical aptitude an asset
- Prepared statistical reports for the management team
Retention Customer Care Agent
Rogers Communications
Burnaby, BC
11.2011 - 06.2012
- Provide world class customer service when handling incoming calls
- Listen to customers, analyze their needs and offer adapted solutions
- Promote Rogers products and services
- Take appropriate action to efficiently resolve issues
- Identify customers need for additional Rogers's products and services
- Take accountability to solve issues from beginning to end
- Meet established productivity objectives.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Computer Science
BCIT
Burnaby 09.2005 - 07.2007
Skills
TCP/IP
Software diagnosis
Technical issues analysis
Data recovery
Mac systems
Staff education and training
Application support
Ticket support system management
Issue troubleshooting
Windows 10
Wide-area Networks
Complaint resolution
Account management
Desktop Component Repair
Adobe and Adobe Flash
Microsoft Outlook
Azure
Microsoft 365
Active Directory
VPN
ConnectWise
Salesforce
Timeline
Service desk Support MSP
Fully Managed
03.2020 - 09.2021
Service Desk Support MSP
Adaptive Technical
03.2019 - 03.2020
Customer Support Team Lead
Wondershare Technologies
12.2017 - 09.2018
Techincal Dealer Support
Tio Networks
04.2016 - 04.2017
eCare Technical Support
Shaw Communications
06.2012 - 04.2016
Retention Customer Care Agent
Rogers Communications
11.2011 - 06.2012
Computer Science
BCIT
09.2005 - 07.2007