Ashlee Robertson Email & Phone Number

United States

Gilbertsville, Pennsylvania, United States

Certified System Administrator for Galaxy ticketing software.Fielded support requests on a 24 hour Galaxy Software help desk, through phone support, Live Chat, e-mail, and JIRA support desk issues.Troubleshot and resolved configuration and software issues for customers in real time.Created and updated issues in the JIRA support desk system that captured detailed information, enabling technicians to fully investigate and resolve more in depth software errors and configuration issues.Determined urgency levels of incoming issues and emergency on-call escalation paths.Managed software activations with unique data keys for new software installations.Acquired basic training and knowledge of SQL database scripting and worked in Microsoft Azure.Performed downloads of customer databases through secure remote access for testing in local environments.Assisted in configuration and troubleshooting for customer web-enabled stores linked to POS ticketing software.

Pottstown, Pa

Advanced to a new role and thrived in a new environment with new challenges. Maintained quality work ethic by reaching and surpassing assigned goals within a month of employment. Repaired computer software and hardware issues to the delight of our clients. Managed time and workload efficiently with minimal guidance. Manually repaired internal components of various electronics and computers. Resolved complex problems through critical thinking and research. Maintained detailed work flows and notes during repairs to allow my team to confidently continue work.Prepared clear and informative summaries for clients to give them details on their repair that anyone could understand, with or without computer knowledge. Answered client questions over the phone and scheduled appointments. Achieved Apple repair certification for iPhones and other Apple devices.

North Wales, Pa

Adapted quickly to a new role within a new location during the holiday season. Immediately began receiving positive customer feedback on knowledge and customer service skills. Expanded existing knowledge base on routers, modems, and smart home solutions to further assist clients.

Hiram, Ga

Embodied the highest priority within Geek Squad of delighting our clients. Received numerous accolades from management for positive client interactions. Analyzed technology issues face to face with clients, assess possible remedies, and present clients with estimates for repair time and cost. Initiate repair request workflows and completed documentation of issues to assure accuracy in repairs. Reviewed with clients for accuracy. Trained with senior Agents to better use proprietary software and understand the repair process. Trained clients on the use of technology, demonstrated fixes, and provided education on preventing future issues. Prepared packaging and documentation for shipping of client and store units to various service centers for repair in a timely manner. Answered phone calls on a variety of subjects and transferred clients to appropriate departments through a multi-line call system.

Hiram, Ga

Exemplified the PetSmart values of C.A.R.E. (Connect, Assist, Recognize, Energy) Rapidly deemed trustworthy and capable by supervisors. Assigned sensitive tasks as a result. Empathized with unique client needs relating to pets as family members. Adapted to constantly evolving product lines by acquiring knowledge of a new product base and confidently relaying that information to our customers.

Charleston, Sc

Started in Sales, promoted to Assistant Manager, then Manager.Trained new associates on a variety of tasks and processes around the business. Conducted day to day opening, closing, and running of the business operations, including management of cash flow and online order management. Solved issues relating to client escalations, complaints, returns, and warranty resolutions. Self-taught an enormous variety of skills related to the hobby industry, from remote control vehicle, aircraft, and drone repair to painting and model building techniques and practices, to better serve and educate clients on purchases and services.

Criminal Justice And Corrections

Ged, College Preparatory With Distinction, Honors Student

Activities and Societies: Academic Bowl Team, Beta Club, Marching Band,