Dylan Kerr Email & Phone Number

Oxford, MS, US

United States

• Budget and build PCs for gaming; select options for all components, motherboard, central processing unit (CPU), graphics processing unit (GPU), storage, memory, power supply, case, and monitor.
• Assemble and test desktop PCs; maintain knowledge and familiarity of installations, computer systems, software, hardware, and troubleshooting.
• Consult on hardware questions; build the PCs onsite or offsite and explain all hardware purposes; install Windows and/or Linux and necessary drivers for optimal PC functions; answer customer questions and perform and.

United States

• Provide Tier 1 IT support to 35,000+ end users in a call-center environment and deliver excellent customer service and communication to internal/external clients; investigate service requests, resolve client incidents.
• Perform troubleshooting for on-site terminals, systems, servers, VoIP phone systems, and other hardware and software via remoting into Windows workstations, phone, 3rd party web-based portals, instant messaging, and.
• Initial point of contact for investigating and resolving client issues received through phone, ticket, etc.; triage and escalate issues by using applicable monitoring and troubleshooting tools, and performing routine.
• Meet or exceed SLA for First Call Resolution of 80% or higher; troubleshoot investigations, review front-end applications by gathering information, use troubleshooting tools, shadow end users, and test workflows.
• Perform troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers.
• Maintain a 5-star customer satisfaction rating and serve 150+ clients per week; prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment.

Oxford, Mississippi, United States

• Supervised 2-4 team members each shift and oversaw customer service and experience for each shift; assisted team members with resolving customer complaints, issuing refunds, and answering questions.
• Trained new employees on company products, Point of Sales System, providing excellent customer service, teamwork, effective communication, and creating a positive guest experience in-person and over the phone.
• Answered telephones and assisted customers with questions and concerns; greeted customers in a positive upbeat manner and focused on providing a positive customer experience; acquired headcount of customers and.
• Exhibited excellent customer service skills; ensured customers are having a positive customer experience; answered guest questions courteously and accurately and/or quickly direct them to the appropriate resource.
• Provided effective problem-solving skills; resolved customer complaints quickly and presented a calm demeanor that deters others from engaging in disruptive conduct, while encouraging a positive interaction with guests.
• Collaborated and communicated well with supervisors and team members; worked and met deadlines with minimal supervision; helped team members with problems and/or tasks when needed; performed daily stocking/maintenance.

O'Fallon, Illinois, United States

• Handled 12-25 customer phone calls per day; answered customer questions and handled customer complaints; escalated customer issues to the appropriate department and leadership.
• Provided fast and friendly in-person customer service to 50-100 customers per day; helped customers find tools, products, and information with a positive attitude; sold 3-5 projects per month to customers ranging from.
• Provided a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions and/or reporting conditions to the.
• Forklift certified; safely operated forklift to stock and unload products.