Collin Huling
Atlanta,GA
Summary
Friendly Help Desk Technician dedicated to quickly and effectively resolving internal & customer technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Help Desk Technician
One Nest Group
05.2023 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored use of data files and regulated access to protect secure information.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Regional Manager
Orchard
09.2021 - 05.2023
- Held operational oversight & customer facing responsibility for GA, NC, MD, VA, AZ, CO, WA, and OR markets
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Masterminded updates to workflows and revitalized teams to meet changing business needs and boost team member performance.
- Doubled number of Customer Experience Coordinator Team members, boosted customer satisfaction scores, and achieved 95%+ team-wide SLA attainment
- Decreased customer acquisition costs and streamlined customer acquisition process
- Achieved consistent sub-week turnarounds on project initiatives within 48 to 72 hours.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Established and maintained operational standards for8 Regions.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
Escalation Lead
Orchard
08.2021 - 09.2021
- Operations & Customer Experience, Played key role in launching company-wide escalation process
- Converted daily escalations into actionable process improvements
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Drove 10% weekly SLA & KPI increases.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Team Lead
Orchard
07.2021 - 08.2021
- Directed and monitored activities of Atlanta-based Customer Experience Coordinator Team comprised of 10 individuals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Customer Experience Coordinator
Orchard
04.2021 - 07.2021
- Achieved 95% attainment within 4 weeks of tenure.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Education
BSFCS - Consumer Economics
University of Georgia
Athens, GA12.2021
Skills
- Computer Workstation Setup
- Support End-Users
- Closing Tickets
- Network Technology
- Computer Hardware Knowledge
- New Installations
- Help Desk Support
- Data-Driven Testing
- Database Management
- Operational Efficiency and Safety
- Operational Management
- Staff Management
- Constructive Feedback
- Business Analysis
- Administration and Reporting
- Collaborative Team Player
- Technical Support Triage
- Root Cause Support
- SOP Development
Accomplishments
- Zohodesk
- Salesforce CRM
- Greenhouse
- Workday
- SAP Litmos
- Concur
- Looker
- ClickUp
Certification
- Cybersecurity Professional Certificate, Google - In progress
- Security+ Certification, CompTIA - In progress
- Real Estate Licensee, State of Georgia - 8/1/2017
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Help Desk Technician
One Nest Group
05.2023 - Current
Regional Manager
Orchard
09.2021 - 05.2023
Escalation Lead
Orchard
08.2021 - 09.2021
Team Lead
Orchard
07.2021 - 08.2021
Customer Experience Coordinator
Orchard
04.2021 - 07.2021
BSFCS - Consumer Economics
University of Georgia
- Cybersecurity Professional Certificate, Google - In progress
- Security+ Certification, CompTIA - In progress
- Real Estate Licensee, State of Georgia - 8/1/2017
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