Long Form Resume
TIANA MCKEE
Experienced support professional ready to join your team!
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Experienced support professional ready to join your team!
Technical support professional with telecommuting experience eager to innovate & grow with your company.
For over 10 years I have been providing customer & technical support, including customer-facing & back-end positions, addressing front-end problems & supporting clients remotely. As a sole proprietor I have provided services to small businesses & contributed to back-end projects with large corporations. I possess a variety of skills & experience in roles such as...
January 2017 - June 2019Monitor & manage ticket count & incidents for over 5 unique, simultaneous products, with millions of subscribers. Creating & maintaining Knowledge Database, training agents, supervisors, & support staff by creating data flow diagrams for product functions, troubleshooting, & analysis of data & statistics for reporting. Maintaining deployments in localized testing & training environments. Investigating, documenting, & providing resolutions to bugs in live Game Data. Incident response management communicating directly with stakeholders including Engineering, Design, Operations, Sales, & Marketing teams.
October 2015 - May 2016Evaluate & categorize data sets according to specified criteria for a leading search engine company. Test experimental functions of new features, software & updates to existing services prior to live roll-out. Assess generated content, analyzing weighted vector inputs to improve function approximation algorithms in query relevance output program.
August 2009 - May 2016Self employment, servicing various independent third party contracts for small businesses & large companies, fulfilling various roles, such as: information & document services on per-contract basis for various clients, analysis of provided data sets to improve database architecture, designing user interface for ticketing system, software testing, technical writing, & basic help-desk support as requested.
November 2011 - April 2015 Annotated data sets with specific coding in reference to supplied client guidelines, to evaluate the relevance of ads & landing pages to queries, in order to improve search engine results & performance. Participated in periodic calibration training meetings for updated specifications & new project launches.
July 2010 - October 2010Provided customer service & support through phone, chat, email & forum moderation. Configured home network setups to satisfy customer expectations based on specified needs. Resolved customer technical issues & educated customers on supplemental product offerings to increase satisfaction & customer loyalty.
July 2007 - May 2010Resolved complex back end voice & data issues with focus on client satisfaction & lasting solutions. Provided network support on CDMA, iDEN & WiMAX platforms involving hardware, software, network issues & processing trouble tickets submitted by other departments. Created & launched process guidelines in knowledge database for iDEN network troubleshooting & influenced improved ticket process scripting in Clarify Ticket Management Systems (CTMS).
August 2009 - January 2010Research, evaluate & submit feedback on search engine results. Measured the relevance & usefulness of landing pages in relation to specified guidelines, & provided comparative analysis of search engine results for supplied data sets.
December 2005 - June 2007Supervised team of tier II technical support representatives. Handled rotating center operations management duties including service level monitoring, schedule compliance auditing, floor staffing analysis & forecasting, & maintaining queue load with Call Center Management System (CCMS) software. Improved call-time analysis process for predicting call drivers & implemented & mentored agents on quick support solutions. Created & maintained troubleshooting knowledge base documents & trained representatives on Ensemble Ticketing software & Remedy ITSM software.
Customer Service is arguably the most important service to provide. As Tony Hsieh of Zappo's says, "Never outsource your core competency"- which in any business, regardless of the product, should include customer service. Regardless of whether the customer is an end user working with a device you support or a project manager implementing a program strategy for a large corporation, the interaction between the client & service provider speaks volumes on whether the business relationship will be successful & lasting. Focusing on customer service, in all aspects of any project I work on, is an essential part of my process.
Technical support, a subset of customer service, is essential to many of the products available today. Without support & documentation, some users would never fully realize the benefit of a service or product they have purchased, or worse, could possibly resign their opinion to one of disappointment & give up on utilizing a great tool that could make a world of difference to their professional or personal lives. One of the perks of being helpful by nature is that I place great emphasis on providing clear & thorough support in all interactions.
With an Associate degree in Computing & Information Technology & the subsequent (& prior) positions in the field with multiple companies, I am always acquiring & implementing the knowledge & skills I gain as technology evolves. With each new position I bring a better understanding to the next endeavor & with each improvement I can implement from prior experience or new knowledge. One does not choose computing & information technology if one wants to stop learning at any point.
Having supported a variety of network services, as well as possessing CompTIA's Network+ certificate, I have abundant networking for a range of support needs. In addition I am gaining a wealth of supplemental knowledge as I study for the Linux+, LPIC-1, SUSE CLA & LFCS certifications.
Upon seeing an opening to join the team at your company, I jumped at the opportunity to build a website to set myself apart from other applicants, brush up on my web development skills & demonstrate that I can work my way through code as needed to meet a project goal in a short deadline.
As a diehard fan of open source initiatives, I typically utilize GIMP in my design process, even if it comes with more of a learning curve than Photoshop. In addition, I tend to create my own images or utilize from real photos or at least add a little flare, as I am not a fan of pages covered in generic clipart & stock photos. For branded names, however, I try to pull from the brand design so that the brand recognition is available, & of course, always link back (as can be seen in my favorite resources section). In addition to photography, photo manipulation & other design, I contributed some film work for a TV series produced by a subsidiary of Scripps Networks Interactive in 2011.
In addition to the CompTIA Network+ certification I already possess, I am currently working on certifying through CompTIA's Linux+ in order to acquire LPI’s Server Professional certification (LPIC-1) & SUSE's Certified Linux Administrator certificate, after which I will obtain The Linux Foundation's System Administrator Certification. Subsequently, as part of my continuing education program I will obtain CIW’s Web Design & Development Professional certifications, & Oracle’s Professional Programmer certificate.
Part of the process of showcasing coding & development skills involves building a portfolio, which I am actively building to showcase several web development projects in addition to ventures that will include Python, Ruby on Rails, & Java.
In today’s competitive job market & fast paced technologically developing world, it is increasingly important to continue enhancing your education, experience & technical knowledge to better serve your employer as well as your clients. This is why, in addition to the certifications I am acquiring, I will be in pursuit of a Bachelor of Science in Computer Science & Information Technology so that I can grow with your company as the company continues to expand.