Kahlynda Taylor
Conyers
Summary
Dynamic IT professional with extensive experience at Serta Simmons Bedding, excelling in technical support and customer service. Proficient in network troubleshooting and remote desktop support, I effectively resolve issues while prioritizing customer satisfaction. Known for strong problem-solving abilities and adept documentation management, I consistently enhance service desk operations.
Overview
16
16
years of professional experience
Work History
Service Desk
Serta Simmons Bedding
Atlanta
09.2018 - Current
- Provide Tier 1 and 2 Desktop support
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Troubleshoot VPNs
- Support the Outlook client.
- Support mobile users for network access, email support, and troubleshooting.
- Apple MAC experience
- Able to use remote tools, such as RDP.
- Windows OS knowledge (Windows 10 and 11)
- Run diagnostic programs to resolve problems
- Log tickets in Service now
- Respond to email messages from customers seeking help.
- Walk customers through problem-solving process
- Follow up with customers to ensure issues have been resolved
- Escalate the issue as needed to Tier 3 (Subject Matter Experts).
- Performed network administration tasks, including creating new users, assigning rights, resetting passwords, etc.
Service Desk Agent
Delta Global Services
Hapeville
08.2013 - 09.2019
- Troubleshoot and restore technical services and equipment incidents by analyzing, identifying and diagnosing faults and symptoms using established procedures.
- Submit changes to knowledge database and call tracking database to increase quality of customer service.
- Provide Desktop Support via phone, online email and chats to resolve issues
- Work with team members from other areas to accomplish common objectives
- Carry out the responsibilities with little direction
- Able to prioritize and multi task
- Share knowledge by effectively documenting work and using knowledge tracking
- Develop and maintain a thorough knowledge of the assigned application and functional areas
- Provide technical writing for operational documentation
Incoming Control Technician
C.R. Bard
Covington
05.2009 - 08.2013
- Inspected components and finished goods according to company internal procedures, properly identify segregate and sample product in accordance with specification
- Accurately prepared inspection paperwork and documented results detailing the outcome, proofread, scan Document History Reports, and maintain database
- Update database by documenting inventory transaction of product start and completion time using Excel
- Performed monthly Global Distribution Center’s (GDC) Pedigree audits, inform supervisor of any inconsistencies in documents
- Assisted in the generation of B.A.S. Document History Reports to prepare for inspection accurately prepare Material Non-Conformance Forms of any abnormalities in the product or documentation
- Accurately prepare Shipping Claim reports on damaged components
Education
Some College (No Degree) - Information Technology, Business Administrative
Southern New Hampshire University
Hooksett, NHSkills
- Microsoft Office
- Typing
- Time and Attendance
- Customer Service
- Organization Skills
- Verbal Communication
- Written Communication
- Problem solving
- Group Presentation
- Facilitating
- Ability to work independently
- Prioritization
- Multitasking
- Smartphones
- Android
- Active Directory
- Citrix
- Mail Sorting
- Filing
- Phone Answering
- Client Greeting
- Meeting Scheduling
- Technical support
- Network troubleshooting
- Remote desktop support
- Customer service
- Time management
- Problem solving
- Team collaboration
- Documentation management
- Service desk coordination
- Data analysis
- Service desk management
- Service desk team management
- Service desk oversight
- IT service desk
- Desktop and laptop computers
- Helpdesk ticket resolution
Accomplishments
- Making the difference award for my department. for the dedication and unwavering commitment and outstanding contribution to the overall goals of the department and orgization
Timeline
Service Desk
Serta Simmons Bedding
09.2018 - Current
Service Desk Agent
Delta Global Services
08.2013 - 09.2019
Incoming Control Technician
C.R. Bard
05.2009 - 08.2013
Some College (No Degree) - Information Technology, Business Administrative
Southern New Hampshire University
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