Jenn Lyons Email & Phone Number

Went back to school, read a lot.

I take 50% inbound Sales calls and email tickets, and 50% Technical Support phone calls and tickets, as well as translate knowledge base articles from French to English.

· Provided moderation for online discussion forums for multiple video game communities.· Wrote fictional web content based on canon for specific games.· Aided in taking screenshots to provide further web content.· Various tasks including contacting customers via private message or explaining support policies to the community. · Smoothed over issues for individual customers who had experienced difficult support situations.

· Provided customer support for Guild Wars via game interface, and email.· Monitored in-game interactions, and logged actions of all game players to insure an appropriate game environment for customers of NCInteractive.· Provided follow-up to rectify customer inquiries/complaints.· Responsible for documentation of all customer inquiries. · Knowledgeable in problem solving, escalation and appropriate routing with regard to all customer inquiries. · Provided daily service reports as directed by management.· Completed tasks and projects that were assigned by management that may not fall into the scope of the daily routine.

· Provided Tier 2 technical support for all Apple Computer customers, specializing in PowerBook and iBook since June 2002 · AirPort Product Champion, provided training for my peers in AirPort and wireless networking· Provided Tier 2 technical support for Tier 1 agents, Customer Relations, and Dispatch agents · Provided Tier 1 technical support for all Apple Computer customers, including Education customers · Supported desktop and portable products, as well as specialty products such as the iPod · Provided support for the Mac OS through OS X 10.3 and support of other applications including iTunes and AppleWorks

Design and Photoshop experience · Created graphical template for sitelets · Designed and modified ad banners and sitelets HTML editing · Edited content to comply with guidelines from the legal department

Network and Server Administration · Maintained Windows NT/Windows 95 LAN · Introduced ISDN and set up a small TCP/IP network · Setup and maintained Mail, FTP, Web and file servers HTML, Photoshop, and PageMaker · Worked on the beginning stages of the MWM web page Managerial Responsibility · Responsible for all hardware and software purchases Technical Support · Provided software and hardware support for all employees of MWM, Inc. · Maintained telephone systems

Technical Support · Resolved a wide range of customers' desktop computer problems · Installed and maintained network client software and appropriate network hardware · Provided consultation and liaison services for computer compatibility and purchasing needs Technical Writing, HTML, Project Leadership · Developed client service strategies and authored service manual · Authored and published HTML technical support documents on the Web · Designed a logo and brochure for the Frontline Support system, which was distributed to all faculty and staff at the University Server Administration · Configured, structured, and maintained a WebStar web server

· Monitored and operated all systems in the Data Center · Ran Production Control on the IBM mainframe and the Library system · Printed and separated output for distribution · Performed backups on all systems · Assisted with routine maintenance functions on all equipment

· Received and directed client inquiries · Entered customer problems into the database · Solved customer problems · Referred specialized problems · Tracked progress of solutions· Participated in the Integrated Customer Support Group, which laid the groundwork for completely restructuring the support division.

English

Education record