Kevin Rowe
Chattanooga
Summary
Detail oriented Help Desk Technician Tier 1 who is self-driven to conquer any obstacle in my way. I am not afraid to learn new to things to expand my I.T knowledge. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Dave & Buster's
Chattanooga
12.2024 - Current
- Collaborated with team members to ensure smooth service flow.
- Managed transactions using point-of-sale systems efficiently.
- Assisted customers with inquiries and resolved issues promptly.
- Handled guest feedback to enhance overall customer experience.
- Participated in team meetings to discuss service improvements regularly.
- Maintained a high level of professionalism while interacting with customers.
Help Desk Tier 1
Volkswagen
06.2022 - 10.2024
- Delivered Tier 1 support to over 4,000 Volkswagen employees efficiently.
- Processed 50 to 100 tickets daily using SC3 and MyServe with precision.
- Collaborated with a team of 10 Help Desk professionals to enhance service delivery.
- Reset Windows accounts and performed password resets using Active Directory.
- Troubleshot Windows and Apple devices, including desktops, laptops, and phones.
- Assisted in Skype and Teams video calls by ensuring driver updates for microphone testing.
- Resolved hardware and software issues related to video conferencing tools effectively.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Support Technician
Dave & Buster’s
11.2021 - 05.2022
- Performed maintenance and troubleshooting on games and game ware.
- Provided technical support for arcade machines and gaming systems.
- Documented technical issues and resolutions for future reference.
- Provided exceptional customer service while assisting customers with game cards.
- Escalated unresolved game issues to Senior Technicians for further resolution.
Tiger Support Technician Intern
Chattanooga State Community College
01.2021 - 12.2021
- Supported students in troubleshooting and configuring personal computers and mobile devices.
- Installed and optimized hardware and software to enhance performance.
- Provided assistance with technical issues related to hardware and software.
Store Associate
Dollar Tree
07.2016 - 08.2020
- Delivered exceptional customer service to enhance customer satisfaction.
- Assisted customers with product inquiries and provided excellent service.
- Managed cash transactions and facilitated efficient checkout processes.
- Restocked shelves to maintain optimal inventory levels.
- Collaborated with Store Associates to support daily operations.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
Education
Associate Degree - Fire Science/Firefighting
Chattanooga State Community College
12.2021
Diploma of Education - Computer Support Technician
Chattanooga State Community College
12-2021
Diploma of Education - Welding Technology
Chattanooga State Community College
06-2021
High School Diploma -
Tyner Academy
Chattanooga, TN05-2014
Skills
- Customer relationship management
- Point-of-sale systems
- Technical troubleshooting
- Software installation
- Service delivery enhancement
- Ticket processing
- Employee support
- User training
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Professionalism
- Time management
- Technical support
- Software system proficiency
- Team development
- Retail store support
- Money handling
- Customer relationship management (CRM)
- Problem resolution
- Customer service
Certification
- Google IT Support Professional
- Test Out PC Pro – Hardware and Software
- Test Out Office Pro – Microsoft Word, Excel, PowerPoint, and Outlook
Accomplishments
NATIONAL TECHNICAL HONOR SOCIETY 2021
Timeline
Customer Service Specialist
Dave & Buster's
12.2024 - Current
Help Desk Tier 1
Volkswagen
06.2022 - 10.2024
Support Technician
Dave & Buster’s
11.2021 - 05.2022
Tiger Support Technician Intern
Chattanooga State Community College
01.2021 - 12.2021
Store Associate
Dollar Tree
07.2016 - 08.2020
Associate Degree - Fire Science/Firefighting
Chattanooga State Community College
Diploma of Education - Computer Support Technician
Chattanooga State Community College
Diploma of Education - Welding Technology
Chattanooga State Community College
High School Diploma -
Tyner Academy