Staci Knight
Tier 1 Technical Support Specialist at FEDITC - Federal IT Consulting- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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Google IT Support Specialization
CourseraMar, 2023- Sep, 2024 -
IT Security: Defense against the digital dark arts
CourseraMar, 2023- Sep, 2024 -
System Administration and IT Infrastructure Services
CourseraJan, 2023- Sep, 2024 -
Operating Systems and You: Becoming a Power User
CourseraDec, 2022- Sep, 2024 -
The Bits and Bytes of Computer Networking
CourseraOct, 2022- Sep, 2024 -
Technical Support Fundamentals
CourseraSep, 2022- Sep, 2024
Experience
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FEDITC - Federal IT Consulting
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United States
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Government Relations Services
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100 - 200 Employee
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Tier 1 Technical Support Specialist
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Sep 2020 - Present
-Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2… Show more -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2 Agent to receive the call. Updated or created tickets when a Tier 2 Agent was not available. -Trained new Tier 1 Technical Support Specialists in customer service, documentation, technical support, and use of systems to guarantee consistent quality of services. Performed consistently within guidelines to meet or exceed metric requirements for call times, accuracy, documentation, and customer surveys. Received Employee of the Month Award three times. -Used Customer Service and interpersonal communication skills to de-escalate volatile situations for resolutions satisfactory to client’s needs and contract stipulations. Created service tickets as necessary and escalated to proper destination with clear, concise, and uniform documentation of troubleshooting steps employed to resolve client issues. -Identified duplicate records and clerical errors and reported to the relevant department for resolution. Transcribed manual tickets into the ticket database as needed during periods of technical issues ensuring detailed and accurate information was migrated successfully. -Identified trends and common issues and notified management to facilitate quick deployment of solutions. Assisted supervisor in resolving questions in relation to standard operating procedures to maintain consistent and adequate documentation. Show less -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2… Show more -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2 Agent to receive the call. Updated or created tickets when a Tier 2 Agent was not available. -Trained new Tier 1 Technical Support Specialists in customer service, documentation, technical support, and use of systems to guarantee consistent quality of services. Performed consistently within guidelines to meet or exceed metric requirements for call times, accuracy, documentation, and customer surveys. Received Employee of the Month Award three times. -Used Customer Service and interpersonal communication skills to de-escalate volatile situations for resolutions satisfactory to client’s needs and contract stipulations. Created service tickets as necessary and escalated to proper destination with clear, concise, and uniform documentation of troubleshooting steps employed to resolve client issues. -Identified duplicate records and clerical errors and reported to the relevant department for resolution. Transcribed manual tickets into the ticket database as needed during periods of technical issues ensuring detailed and accurate information was migrated successfully. -Identified trends and common issues and notified management to facilitate quick deployment of solutions. Assisted supervisor in resolving questions in relation to standard operating procedures to maintain consistent and adequate documentation. Show less
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Intervise
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Tier 1 Technical Support Specialist
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Dec 2018 - Aug 2020
-Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2… Show more -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2 Agent to receive the call. Updated or created tickets when a Tier 2 Agent was not available. -Trained new Tier 1 Technical Support Specialists in customer service, documentation, technical support, and use of systems to guarantee consistent quality of services. Performed consistently within guidelines to meet or exceed metric requirements for call times, accuracy, documentation, and customer surveys. Received Employee of the Month Award three times. -Used Customer Service and interpersonal communication skills to de-escalate volatile situations for resolutions satisfactory to client’s needs and contract stipulations. Created service tickets as necessary and escalated to proper destination with clear, concise, and uniform documentation of troubleshooting steps employed to resolve client issues. -Identified duplicate records and clerical errors and reported to the relevant department for resolution. Transcribed manual tickets into the ticket database as needed during periods of technical issues ensuring detailed and accurate information was migrated successfully. -Identified trends and common issues and notified management to facilitate quick deployment of solutions. Assisted supervisor in resolving questions in relation to standard operating procedures to maintain consistent and adequate documentation. Show less -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2… Show more -Acted as initial point of contact and triage for service requests to determine correct resolution procedure and categorization to utilize resources and resolve issues, including escalation to proper team as necessary. -Handled call volumes of 50 or more calls per day during busy periods while maintaining quality of resolution and standard operating procedures to resolve client issues in a timely manner. Received Tier 2 calls and collected key details of the incident to provide for a Tier 2 Agent to receive the call. Updated or created tickets when a Tier 2 Agent was not available. -Trained new Tier 1 Technical Support Specialists in customer service, documentation, technical support, and use of systems to guarantee consistent quality of services. Performed consistently within guidelines to meet or exceed metric requirements for call times, accuracy, documentation, and customer surveys. Received Employee of the Month Award three times. -Used Customer Service and interpersonal communication skills to de-escalate volatile situations for resolutions satisfactory to client’s needs and contract stipulations. Created service tickets as necessary and escalated to proper destination with clear, concise, and uniform documentation of troubleshooting steps employed to resolve client issues. -Identified duplicate records and clerical errors and reported to the relevant department for resolution. Transcribed manual tickets into the ticket database as needed during periods of technical issues ensuring detailed and accurate information was migrated successfully. -Identified trends and common issues and notified management to facilitate quick deployment of solutions. Assisted supervisor in resolving questions in relation to standard operating procedures to maintain consistent and adequate documentation. Show less
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Administrative Coordinator
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May 2015 - Mar 2016
- Facilitated communication between service providers, contractors, inspectors, and title companies with agents. Provided follow-up with contacts regarding status of transactions. - Managed correspondence, marketing, and reports. Created marketing and mailing material for new listings and recently sold properties. Created slide shows and video tours for new property listings. - Maintain social media presence. Planned and scheduled buyer and seller seminars and customer appreciation… Show more - Facilitated communication between service providers, contractors, inspectors, and title companies with agents. Provided follow-up with contacts regarding status of transactions. - Managed correspondence, marketing, and reports. Created marketing and mailing material for new listings and recently sold properties. Created slide shows and video tours for new property listings. - Maintain social media presence. Planned and scheduled buyer and seller seminars and customer appreciation events. - Developed and implemented procedures for uniform file intake and management. Assisted agents with file maintenance and accuracy to meet state licensure file requirements. Show less - Facilitated communication between service providers, contractors, inspectors, and title companies with agents. Provided follow-up with contacts regarding status of transactions. - Managed correspondence, marketing, and reports. Created marketing and mailing material for new listings and recently sold properties. Created slide shows and video tours for new property listings. - Maintain social media presence. Planned and scheduled buyer and seller seminars and customer appreciation… Show more - Facilitated communication between service providers, contractors, inspectors, and title companies with agents. Provided follow-up with contacts regarding status of transactions. - Managed correspondence, marketing, and reports. Created marketing and mailing material for new listings and recently sold properties. Created slide shows and video tours for new property listings. - Maintain social media presence. Planned and scheduled buyer and seller seminars and customer appreciation events. - Developed and implemented procedures for uniform file intake and management. Assisted agents with file maintenance and accuracy to meet state licensure file requirements. Show less
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Education
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2022 - 2023
Coursera
Google IT Support Specialist Certificate -
2011 - 2013
Old Dominion University
Bachelor's Degree, Psychology -
2009 - 2011
Tidewater Community College
Associate of Science (AS), Sociology
Community
