Stephanie Eikermann Email & Phone Number

Greater San Diego Area

• Liaises between the Help Desk staff members and upper management by providing agenda items to management for discussion at upper-level meetings. Processes requests from Senior Director.
• Supports the Student Technology Services Manager, performing his duties in his absence
• Approves all internal and external knowledge base articles prior to publishing.
• Trains the Help Desk team on advancing abilities needed in their TSA roles.

Greater San Diego Area

• Serves as initial point of contact for faculty and staff ITS Help Desk customers who utilize technologies for educational, research and/or administrative purpose.
• Eagerly responds to phone, email, web, and walk‐in requests in a skillful, creative, and rapid manner to ensure customer productivity while logging detailed requests and resolutions in problem management system.
• Ensures customer satisfaction by resolving issues related to desktop and mobile workstation use, networking/internet, and host connectivity while adhering to a stringent service level agreement and striving for.
• Contributes to a team environment by working collaboratively and advising other staff and student staff members with technological questions and support calls.
• Fosters positive interdepartmental communications by meaningfully sustaining relationships and sharing knowledge with technical support partners.
• Achieved a First Call Resolution (FCR) rate above 90% during first month of employment and averaged an 82% FCR over the next 10 months of employment.

Greater San Diego Area

• Met strict expectations of management by recruiting and enrolling online students for undergraduate degree programs.
• Dialed up to 200 outbound phone calls daily to prospective students.
• Energetically accepted inbound warm transfers from other departments to assist and interview prospective students.
• Attentively counseled current students to ensure academic success through completion of their first course.

Greater San Diego Area

• File and expedite warranty claims for customers via telephone and email.
• Place sales orders for customers over telephone.
• Answer inquiries via telephone and email about products by staying up to date with product launches and specifications.
• Awarded second place in quality assurance for the month of August with a collective score of 99.7% on scored phone calls.

Azusa, California

• Expedited phone and email messages to program coordinator.
• Completed administrative tasks such as filing and billing.
• Assisted with organization and logistics of laptop collection and distribution for 80 students.

Azusa, California

• Organizes and coordinates week-long training events for up to 80 student workers.
• Designs and streamlines job-specific training for Lab Technicians, Support Desk Technicians, and Student Tech Office Technicians.
• Supervises a team of 6-8 students during daily, fast-paced shifts.
• Responds to and directs calls from call center and lab technicians to advise customer service issues.
• Creates invoices for customers, executing billing and transactions.

Azusa, California

• Summer Office Assistant: Facilitated Google Apps migrations for over 100 faculty and staff members; assisted Technology Training Coordinator with Google Apps training for faculty and staff members.
• Office Technician: Diagnosed and repaired personal computers for students, staff, and faculty members. Provided customer support to customers in person and via telephone to find solutions for their technological.

Azusa, California

• Expedited phone and email messages to program coordinator.
• Completed administrative tasks such as filing and billing.
• Assisted with organization and logistics of laptop collection and distribution to over 300 students.

Master Of Arts - Ma, Leadership Studies

Bachelor Of Arts (B.A.), Psychology