Kody Courter Email & Phone Number

Boise, Idaho, United States

Boise, Idaho

Boise, Idaho

• Provide dedicated support for 1 client at a managed services support desk.• Responsible for proactively managing high severity and priority incidents from identification to resolution. • Resolve issues submitted via phone and email.• Utilize ServiceNow and LANDesk to sort, log, handle, and escalate technical issues and change requests.• Isolate events and assisted in re-establishing uptime for downed services.

Boise, Id

• Trained and developed a foundation of expectations and knowledge for 20+ employees per class trained on various lines of business such as: iOS, iOS T2, CPU, and Wireless Multimedia• Influenced production staff with ideas to coach new advisors to increase customer satisfaction rating• Analyzed data to find unseen root causes to out of spec metrics and established winning plans to improve statistical performance• Volunteered extra hours to fulfill business critical needs on a regular basis• Implemented and launched a new mentoring process that improved the quality of new hires and improved attrition• Periodically reviewed and implemented project-specific and newly released training for new and existing employees• Assisted Human Resources and Recruiting in the recruitment and hiring process of new employees• Nominated as a Member of the Blue Diamond club for Outstanding employees Q1-2015

Boise, Idaho

• Resolved many complex issues with all aspects of iOS, Mac OS X, and Windows operating systems• Completed JUMP Training 10/2013 - newly implemented supervisor training• Handled 15-25 calls per day involving angry and upset customers and their critical situations• Maintained a > 90% customer satisfaction rating throughout tenure• Reported directly to Apple Internal Engineers with the responsibility to report any emerging issues in regards to new product releases• Developed strong working relationships with management and quality assurance to maintain and exceed statistical goals and requirements• Coordinated the creation of a system logout process that resulted in higher productivity for supervisors• Apple CPU/iOS Tier 1 Technical Advisor from 09/2010 to 12/2011• Thorough knowledge of Mac OS X and iOS• Handled 20 to 30 calls per day dealing with complex technical issues• Apple Tier 1 Supervisor from 04/2010 to 09/2010• Supervised a team of 17 advisors that maintained highest statistical performance out of 5 teams from 06/2010 thru 09/2010• Built relationships with each advisor and the team as a whole to improve performance• Coached and mentored advisors in regards to their strengths and weaknesses to improve performance• Completed daily supervisory requirements including: security checklists, labor reports, and risk lists• Apple iPod Tier 1 Technical Advisor from 05/2009 to 04/2010• Handled 25 to 40 calls per day involving gathering of customer information and data entry• Developed excellent troubleshooting skills with the ability to probe, analyze, isolate, and resolve

Boise, Idaho

• Managed high volume of customer traffic, engaged each customer with the urge to surprise and delight• Handled 50-100 monetary transactions per day• Checked out $17,000+ in one 8 hour shift (Average = $11,000)• Gained significant amount of knowledge about the grocery infrastructure

Emmett, Idaho

Supervised 2 to 3 employees per shift while bringing in $1000-$2000 in sales per dayProduced high quality product during high volume and low volume business hoursManaged restaurant by oneself during some business hours involving taking, preparing, making, and delivering ordersBuilt long-lasting, meaningful relationships with customers to always keep them coming back

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Education record