Kandyce Davis Email & Phone Number

United States

Atlanta, Georgia, United States

As a Senior Technical Support Engineer, I increased team performance and customer satisfaction by introducing a customized knowledge base and training resources to formulate impactful solutions for technical issues. In order to exceed customer expectations, I responded actively to client inquiries and offered operational and technical support to test software patches, implement resolution plans, and fix bugs as a key point of contact for clients and Research and Development teams.Key Accomplishments:► Trained the team on best practices regarding the software suite for Data Preparation and Data Stewardship to resolve product issues to decrease the number of support cases.► Collaborated with the product development team to gather and analyze customer feedback, create bug reports, and ensure the precise utilization of internal resources and LMS, minimizing resolution time for customer inquiries.► Provided technical support in migrating the Salesforce Classic to Salesforce Lightning by testing new features and dashboards, eliminating UI/UX and quality issues, and fixing bugs to create a world-class experience for end-users.► Conducted one-on-one training sessions to educate associate support engineers on the latest technical troubleshooting methods and decrease resolution time for each case by 20%.► Guided and monitored team leads and managers to administer the queue and meet defined SLA.► Trained production support engineers on new software feature package releases by cooperating with the development engineering to provide post-sales technical support to clients on products and cloud applications.► Managed and grew three large accounts by fostering a supportive and customer-oriented work culture.

Alpharetta, Georgia, United States

In this position, I headed all operations associated with the maintenance and utilization of internal and data center assets, including hypervisors, servers, workstations, group policies, firewalls, and multiple domains to yield value-over-time outcomes. By leveraging my industry-relevant skills, I performed comprehensive research to determine root causes and design effective solutions for operating system, hardware, and software program issues.Key Accomplishments: ► Steered a project of migrating 15 physical servers from three locations to virtual machines by partnering with relevant departments to increase overall performance and nurture a growth-focused production environment.► Headed a project to transform and update the Cisco phone system from Cisco PBX to the latest Mitel Cloud infrastructure by configuring IVR, migrating the phone numbers, and developing call trees to decrease overall phone systems costs by 15% within the IT department budget.► Piloted the conversion of the on-premise local Microsoft Exchange mail server to Microsoft Office 365 cloud exchange by outlining strategic plans to achieve operational excellence.► Optimized production operations during the transition while preparing detailed reports on cases related to troubleshooting steps, recommendations, and technical issue resolution.

Atlanta, Georgia, United States

During this career tenure, I assisted clients with troubleshooting issues and bugs in Laptop/Desktop applications, remote log-ons, VPN connections, and data backup retrieval to enhance retention. My strategic aptitude drove me to streamline all aspects of imaging computer assets by utilizing Microsoft Deployment Toolkit and Symantec Ghost Imaging techniques.Key Accomplishments: ► Elevated customer satisfaction scores and decreased the first-response time by 30% by orchestrating training sessions to drive the performance of junior help desk staff.► Reduced the ticket resolution time by 25% and boosted team productivity by instigating a new ticketing system.► Delivered exceptional technical support to clients by communicating through phone, email, and remote/in-person meetings while sustaining adherence to SLA to remediate IT issues and augment customer satisfaction.► Examined and resolved issues in user terminals, revised and updated user information, and defined permissions to access specific files and folders using Microsoft Exchange Server and Active Directory.

Atlanta, Georgia, United States

Here, I handled technical escalations from internal/external parties to mitigate complex issues while serving as the technical escalation point. Liaised with clients to gather information and provide action plans for remediating issues in VOIP voice products with multiple interfaces.Key Accomplishments: ► Facilitated clients with high-quality technical support by pinpointing areas of improvement and rolling out targeted solutions to fulfill customer requirements, obtaining a 15% reduction in escalated tickets.► Strengthened internal communication of support, engineering, and product teams to gain valuable insights on network, device, and feature issues and deliver relevant solutions to subscribers while crafting accurate reports.► Enriched product experience by evaluating customer feedback and executed product enhancements and updates.► Devised and operationalized strategies to eliminate advanced product and service issues encompassing DNS, DS1 transport, and PRI, CAS, and FXS telephony.

Bachelor'S Degree, Computer And Information Sciences, General

Activities and Societies: Dean’s List Recpient

Associate Of Arts And Sciences - Aas, Information Technology