Michael "Brian" Kidd
Maryville
Summary
Resourceful Online Support Specialist known for high productivity and efficient task completion. Possesses specialized skills in customer service, technical troubleshooting, and digital communication platforms. Excel in problem-solving, adaptability, and empathy, ensuring exceptional support experiences for users.
Overview
1
1
year of post-secondary education
18
18
years of professional experience
Work History
Online Support Specialist
Survey Merchandising
Maryville
12.2024 - Current
- Facilitated communication between departments to streamline project workflows.
- Analyzed data to support decision-making and identify process improvements.
- Collaborated with team members to develop strategic initiatives and action plans.
- Researched industry trends to inform best practices and enhance operations.
- Supported training sessions for new employees on company procedures and tools.
Help Desk Technician
LMP Logistics
Cleveland
03.2019 - 11.2024
- Provided technical support for hardware and software issues across company systems.
- Assisted users with troubleshooting and resolving IT-related inquiries effectively.
- Managed ticketing system to track and prioritize incoming support requests.
- Documented solutions and created user guides for common technical problems.
- Ensured compliance with company policies regarding data security and privacy protocols.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Resolved network connectivity issues.
Customer Sales Support Representative
Lamond Fine Jewelry
Dayton
08.2014 - 01.2019
- Assisted customers in selecting fine jewelry to meet their preferences.
- Managed customer inquiries through various communication channels effectively.
- Coordinated orders and ensured timely processing for customer satisfaction.
- Collaborated with sales team to support promotional events and product launches.
- Maintained accurate records of sales transactions and customer interactions efficiently.
- Developed strong relationships with customers through effective communication techniques.
Assistant General Manager
Hungry Bear Bistro
Sevierville
06.2008 - 02.2014
- Assisted in managing daily operations of a busy restaurant environment.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Oversaw inventory management, including ordering and receiving supplies.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Developed training materials for new employees on service standards.
- Facilitated communication between kitchen and front-of-house staff for smooth service.
- Ensured compliance with health and safety regulations throughout the establishment.
- Assisted in financial reporting and budget management processes for the bistro.
Education
CCSP - Customer Service Professional Certification
Tennessee College of Applied Technology
Athens, TN 09.2012 - 01.2014
Valley Forge High School
Parma Heights , OHSkills
- Technical support
- Ticketing system management
- User training
- Data analysis
- Remote work experience
- Inventory management
- Advanced mathematics
Timeline
Online Support Specialist
Survey Merchandising
12.2024 - Current
Help Desk Technician
LMP Logistics
03.2019 - 11.2024
Customer Sales Support Representative
Lamond Fine Jewelry
08.2014 - 01.2019
CCSP - Customer Service Professional Certification
Tennessee College of Applied Technology
09.2012 - 01.2014
Assistant General Manager
Hungry Bear Bistro
06.2008 - 02.2014
Valley Forge High School