Experience

Pellissippi State Community College

• United States
• Higher Education
• 500 - 600 Employee

• Computer Operations Specialist

  • Nov 2015 - Present

  Provide students support with campus-wide softwareDiagnose computer hardware and software problemsProvide support of computer lab maintenanceMaintain office supply levels for Information Technology Support CenterMaintain operational supplies for faculty, staff, and studentsEnforce college policies for hardware and software in the open computer labDevelop and maintain appropriate documentation for most used computer software programs

• Helpdesk Assistant II

  • Aug 2015 - Nov 2015

  Troubleshooting/resolving IT issues in open labs at PSCCProvide customer service and technical expertise to resolve issues related to use of consumer electronics on the college networkResolve Active Directory password and account issuesSupport learning applications software issues and questions



Spectrum Business

• United States
• Telecommunications
• 700 & Above Employee

• Supervisor

  • Nov 2014 - Jun 2015

  Manage representatives’ performance metricsProvide performance reviews to representatives and managementConduct biweekly coaching to individual agents and weekly team meetingsImplement vision and directives from managementMonitor calls from representatives for quality assuranceAssist with Spectrum Business supervisor and management escalationsResearch customer credit requests above representative thresholdsInterview Spectrum Business Repair new hire applicantsInterview Spectrum Business Resolution Specialist applicants

• Resolution Specialist

  • Apr 2013 - Oct 2014

  Resolve Charter Business customer escalated forms from internal customersAssist Charter Business agents with advanced trouble shootingTake customer escalation requestsTrend potential switch, network, and IP routing issuesFacilitate a portion of weekly team meetingsEngage after hours corporate escalationsAid agents in maintaining Average Handle Time goals

• Technical Advisor

  • Mar 2012 - Apr 2013

  Assist internal and external customers with technical support inquiries • Provide timely resolution at first interactionAddress escalated customer concernsPerform connection troubleshooting using terminal and SNMP tools



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Broadband Technician

  • Oct 2010 - Mar 2012

  Resolved residential customers’ cable and internet issues using diagnostic and provisioning tools Educated customers about Charter services, products, and self-help tools Upheld Charter’s operating principles Resolved residential customers’ cable and internet issues using diagnostic and provisioning tools Educated customers about Charter services, products, and self-help tools Upheld Charter’s operating principles



The Church at Brook Hills

• United States
• Religious Institutions
• 1 - 100 Employee

• Associate of Global Disciple-Making

  • May 2007 - Aug 2010

  Expanded partnerships for short-term trips and mid-term mission opportunities Equipped trip leaders to effectively train short-term teams Researched needed information to help develop department strategy Expanded partnerships for short-term trips and mid-term mission opportunities Equipped trip leaders to effectively train short-term teams Researched needed information to help develop department strategy



ITAM Ministries

• Knoxville, Tennessee Area

• Ministry Associate

  • Aug 2000 - May 2007

  Coordinated and led mission trips to Central America, Europe, Asia, and Africa Developed and evaluated processes and procedures of ministry activities Assisted with international project management Coordinated and led mission trips to Central America, Europe, Asia, and Africa Developed and evaluated processes and procedures of ministry activities Assisted with international project management