• 👋 Hi, I’m @Kkresge
• 👀 I’m interested in technology, communication, and accessibility
• 🌱 I’m currently learning how to use a DAW for electronic music composition
• 💞️ I’m looking to collaborate on your technical writing project
• 📫 Reach me at my LinkedIn

Acquired 36 Credits in Computer Science University of San Francisco 2017 – 2018

GPA: 3.84

ITWorks Infotech Bootcamp Philadelphia, PA 2019

COMPTIA A+ CERTIFICATION

CUSTOMER SUPPORT LEAD Midspace (Clowdr CIC)

UK (Remote) : March 2022

• Took ownership of the customer support process to reduce support requests and improve self-service options.
• Developed client-facing knowledge base by creating documentation for a software product.
• Collaborated with product engineers and UX team to suggest product enhancements.
• Note: organization dissolved due to funding.

SERVICE DESK TEAM LEAD Tech Impact

Philadelphia, PA : Mar 2021 – Feb 2022

• Managed a team of six service desk technicians to provide technology support services to 150+ non-profit organizations.
• Acted as point of escalation for first-line customer support agents.
• Created client-facing knowledge base on software usage and troubleshooting for non-technical users.
• Directed all tasks associated with client onboarding, from information gathering to deployment.
• Coordinated the training of interns and new hires on the service desk.
• Provided mentorship to junior technical support staff.

SERVICE DESK ENGINEER Tech Impact

Philadelphia, PA : Jan 2020 – Mar 2021

• Provided first line phone support to clients who work at non-profit organizations.
• Managed a demanding daily queue of resolving technology issues.
• Implemented automation and productivity tools to efficiently work through tickets.
• Consistently provided excellent customer service through patience, punctuality, and bedside manner.
• Corresponded with 3rd-party vendors to troubleshoot and replace PC and server hardware.
• Provided one-on-one training to all interns and new technicians on the service desk.

DATA CONSULTING INTERN Tech Impact

Philadelphia, PA : Nov 2019 – Dec 2019

• Built basic Power BI dashboards for demo purposes.
• Modified SharePoint permissions as part of implementation projects.
• Created PowerPoint presentations to help clients understand file collaboration options in Microsoft 365.

Service Department Launch Dec 2020

Trained a four person team to launch a help desk funded by the Delaware Department of Education that provides technical support to K-12 students and their caretakers

Technician of the Year Dec 2020

Recognized for highest performance on the help desk

• Management: Project roadmapping, creating timelines, data reporting/analysis

• Technology: Salesforce, HTML/Markdown, SaaS administration

• Customer Service: Active listening, problem solving, written and verbal communication