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 needed troubleshooting.

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, and maintain applications.▪ 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 email.▪ 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, preapproved changes to domains.▪ 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 internally and externally.▪ 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.▪ Help clients install printers, reset Active Directory profiles, gain access to certain roles and programs, etc; enter and log relevant information live into Supportal as it is reported.▪ Use IT training and knowledge on Jira, Salesforce, Active Directory, MS Windows OS, ticketing systems, Avaya, TeamViewer, VMware, SailPoint, Cisco VPN, Cisco phone systems, eClinicalWorks, etc. to provide effective tier 1 support.▪ Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements.

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 documented and reported data.▪ 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 duties.

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 $300 - $3,000.▪ 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 Manager on Duty.▪ Forklift certified; safely operated forklift to stock and unload products.