Christopher Kirkpatrick Email & Phone Number

Rockledge, Fl

• Provided technical support to 150+ users.• Ensures proper maintenance of servers, network infrastructure, workstations, printers, and peripherals.• Deployed new servers, workstations and printers; installed operating systems, applications, drivers, and configured network and domain properties.• Implemented and maintained Avaya auto-attendant.• Implemented and monitored phone reporting software.• Trained users/managers on auto-attendant features and use.• Trained users on cyber security basics.• Monitored support ticket system and resolved 91% of assigned tickets within 24 hours.• Developed support ticket system replacement, for easier user interface and functionality.

Lake Mary, Fl

• Promoted within 5 months of hire.• Experience working with and resolving issues with corporate programs such as: Citrix, EIS, Amplifai, Avaya, EPhone, Qfinity (call recording), Aceyus (call queue tracker), SalesForce, and Delta.• Collaborated and redirected cases from start to finish, creating a seamless progression for the customer.• Managed multiple ongoing cases directly and indirectly to ensure a quality customer experience and prompt resolution to new incidences and ongoing concerns.• Engaged appropriate escalation path to drive resolution to the best outcome and swiftest results.• Encouraged and maintained excellent communication between multiple parties engaged.• Provided seconded level troubleshooting for customers and agents.• De-escalated customers’ concerns to maintain a strong customer relationship.• Coached 20-40 agents in company expectations and quality standards• Reviewed documentation and recordings for multiple agent’s performance and policy adherence.• Analyzed business data to develop agents’ ability to achieve goals.• Trained new agents in the company's process and policies.• Scheduled repair services for customers after diagnosing the faulty component.• Guided customer’s through technical troubleshooting including hardware, software, and basic networking.• Consistently provided excellent customer service while upholding company policy.

North Warren, Pa

• Supervised crewmembers and assigning daily duties.• Maintained daily activity logs and ensured accurate inventory.• Maintained money control and ensured accurate collections and deposits.• Assisted wherever needed and ensured guests received excellent customer service.

Warren, Pa

• Supervised crewmembers and assigning daily duties.• Maintained daily activity logs and ensured accurate inventory.• Maintained money control and ensured accurate collections and deposits.• Assisted wherever needed and ensured guests received excellent customer service.

• Supervised junior shipmates and assigned daily duties.• Planned and performed weekly training.• Maintained accurate training logs.• Performed maintenance on the catapult and arresting gear equipment.• Assisted in flight deck operations.