Résumé
Experience
Lenovo
NA Premier Technical Lead
February 2024 - Present
-
Responsible for supporting the Technical Support Specialists
floors by providing technical leadership to the technical
support specialists to ensure the highest level of customer
satisfaction for Lenovo’s enterprise customers.
-
Resolve customer software and hardware related technical
issues when supporting the ticketing queue during peak
times.
-
Assist in developing and implementing training programs to
support ongoing technical development of the team.
-
Provide technical leadership to technical support
specialist, including setting goals, providing guidance,
coaching, and technical oversight.
-
Manage customer expectations and communicate effectively
with customers regarding technical issues and resolutions.
-
Identify opportunites to improve the customer support
experience, and work with internal teams to implement
changes.
-
Collaborate with cross-functional teams to drive customer
success and ensure success implementation of Premier
solutions
Lenovo
Premier Technical Support Specialist
December 2022 - February 2024
-
Assist customers and field engineers by diagnosing problems
and providing resolutions for technical or service-related
issues
-
Troubleshoot to identify hardware and software issues in
many different customer environments
-
Advise and educate customers through a combination of
experience/documentation to ensure a solution
-
Translate complex technical details/instructions to each
customer's level
-
Provide closed loop feedback on recurring issues with
teammates and relevant engineering staff
-
Work with Technical Account Managers to monitor and track
issues to ensure accurate resolution
-
Actively monitor case workload and drive closure within
Service Level Agreements
Leland Little Auctions
IT Service Technician
December 2020 - December 2022
- Provide desktop/printer support to a 40 member team
- Manage in house VPN servers, allowing off-site access
-
Manage company email and shared calendar services through
Google Enterprise
- Responsible for new employee orientation and training
-
Utilize MySQL command interface to create reports for
financial, marketing, and business related requests
- Lead project to 3D scan inventory using python
-
Created automation processes with Selenium and Python to
reduce human error and increase productivity
- Created Time Slot Booking for better customer flow
- AV Technician
- Network Administrator
- Front-end Web Developer
- Network Cable Technician
Leland Little Auctions
Photographer
January 2019 - December 2020
-
Responsible for supporting the Technical Support Specialists
floors by providing technical leadership to the technical
support specialists to ensure the highest level of customer
satisfaction for Lenovo’s enterprise customers.
-
Resolve customer software and hardware related technical
issues when supporting the ticketing queue during peak
times.
-
Assist in developing and implementing training programs to
support ongoing technical development of the team.
-
Provide technical leadership to technical support
specialist, including setting goals, providing guidance,
coaching, and technical oversight.
-
Manage customer expectations and communicate effectively
with customers regarding technical issues and resolutions.
-
Identify opportunites to improve the customer support
experience, and work with internal teams to implement
changes.
-
Collaborate with cross-functional teams to drive customer
success and ensure success implementation of Premier
solutions