Shealon Gadeberg

Summary

Customer focused technical support agent with strong experience and vast knowledge of residential and business communication services.  Skills include an understanding of Windows applications, keyboard proficiency, other system applications, troubleshooting multiple services.  A team oriented leader geared toward mentoring and coaching new employees on the job.  Well-rounded technical support background of DVS (digital cable/FTTH/Wireless), DSL (FTTH, broadband/high speed internet), VOIP (voice over internet phone), Web/Email hosting support.  Strategically resolve customer complaints and issues and diffuse possible tension to ensure customer satisfaction and retention.

·Diagnose/Troubleshoot problems

·Employee Supervision

·Effective and Efficient in resolving customer issues

·Meet or exceed goals and expectations

Objective

Seeking position in Information Technology, customer service, or human resources

Work History

Work History
Aug 2008 - Present

BBTS Level II Tech Support

Consolidated Communications

·Precise attention to detail

·Strive for first contact resolution

·Increase customer experience with services and plans by providing information and education Handled vast amount of inbound calls, outbound calls and emails

·Managed multiple priorities and maintained effective results.

·Assisted customers with DVS (digital TV), DSL, FTTH,Digital Phone, Web/Email hosting troubleshooting

·Responded to customer inquiries and request and resolved issues professionally

·Excellent interpersonal communication skills with customers and department personnel

·Utilized multiple technical support applications and programs to efficiently assist customers and agents

·Accepted assignments with an open, cooperative, positive, and team-oriented attitude

Aug 2006 - Aug 2008

Student Orientation Leader

Lake Land College

·Observed medical intake staff in charting, giving meds, and observing the clients

·Prepared the client beds for new arrivals

·Observed therapy groups

·Read materials related to addiction counseling to learn more about addiction counseling

·Answered multi-line telephone system

·Communicated with the clients in groups and one-on-one about addiction

·Organized staff library so staff could easily use it

·Participated in staff meetings to learn about changes that needed to be made in the department

·Encouraged clients in the positive outcome of treatment so they could know they are doing something worthwhile

Jun 2007 - Jul 2007

Intern

Central East Alcoholism and Drug Council

·Observed medical intake staff in charting, giving meds, and observing the clients

·Prepared the client beds for new arrivals

·Observed therapy groups

·Read materials related to addiction counseling to learn more about addiction counseling

·Answered multi-line telephone system

·Communicated with the clients in groups and one-on-one about addiction

·Organized staff library so staff could easily use it

·Participated in staff meetings to learn about changes that needed to be made in the department

·Encouraged clients in the positive outcome of treatment so they could know they are doing something worthwhile

Education

Education
2006 - 2008

Associates

Lake Land College

·3.4 GPA

·Received honors in 2008

·Assisted in note taking for the disabled students

·Activities and Societies: Student Government Association

Skills

Skills

IT Quality Assurance and Troubleshooting

· Working knowledge of computer programs and operating systems Working and proficient skill in typing Ability to define problems, collect data, establish facts, draw valid conclusions and provide solutions Interprets a variety of technical information Excellent verbal and written communication skills Precise attention to detail Strive for first contact resolution