Lichaun Trotter Open to Opportunities

Technical Product Support 3

PayPal

Sep 2021 - Feb 2025 (3 years 6 months)

Processed purchase orders for software acquisitions and renewals, ensuring timely and accurate procurement. Collaborated with sourcers and vendors to negotiate contract terms for software renewals, achieving optimal agreements for the organization. Provided technical support to customers via webcall, email, and chat, troubleshooting software issues Documented all customer interactions and solutions in a detailed ticketing system for future reference Managed escalated customer cases by effectively communicating with customers to understand their concerns and provide appropriate resolutions Maintained accurate records of customer interactions, inquiries, comments, and complaints using CRM software Maintained a high level of professionalism an

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Service Desk Agent

Mechdyne Corporation

Feb 2020 - May 2021 (1 year 4 months)

RDP to multiple servers using AD to assist users with issues Performed Ticket reviews Performed email setups on mobile devices. Adding users to distribution list via office portal and also using AD. Handled ticket routing. Pushed software to users using via SCCM application. Answered phone and assisted highly technical to not technical at all with resolving issues. Resolved issues related to Microsoft Office Mapped network drives Updated group policies

Venue Support Analyst

Live Nation Entertainment

Apr 2019 - Sep 2019 (6 months)

* Contacted venues to verify a great experience on show night for General Managers of venues. * Increased survey response from venue's General Managers to 100%. * Verified and tested mobile ordering for venues daily. * Updated mobile ordering menus for venues. * At venue setup and tested equipment for concession stands.

Customer Service Specialist

Alzheimers Association

Mar 2018 - Sep 2018 (7 months)

▪ Processing donations for constituents. ▪ Resolving the highest number of donor related issues on the team ▪ Assisted other members of the team in resolving issues ▪ Documented processes for the team ▪ Created worksheet and tracking department adjustments for management ▪ Responded to customer requests via telephone and email. ▪ Entered details such as payments, account information and call logs into the computer system.

Application Specialist

PeopleScout

May 2015 - Sep 2017 (2 years 5 months)

• Responsible for Level 2 applications support across internal server and internal/external user base. • Manage technical issues regarding client environment builds, configuration, and data reference tables. • Liaise with in-house development team on Level 3 support items. • Update in-house knowledge base with case resolutions. • Provide QA support to implementation team by conducting system testing and configuration of new client environment builds. • Manage and maintain data integrity within ATS/CRM builds. • Identify areas of improvement and provide information and consultation to resolve system issues. • Conduct user training for internal and external teams.

Customer Support Specialist, Account Management

BAI

Feb 2011 - May 2015 (4 years 4 months)

• Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. • Assisted with the development of the call center's operations, quality and training processes. • Trained staff on how to improve customer interactions. • Created new processes and systems for increasing customer service satisfaction. • Collected customer feedback and made process changes to exceed customer satisfaction goals. • Provided accurate and appropriate information in response to customer inquiries. • Worked with upper management to

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Technical Support Representative

MSDSonline

Sep 2008 - Jul 2010 (1 year 11 months)

• Resolved customer complaints and concerns with strong verbal and negotiation skills. • Maintained composure and patience in face of difficult customer situations. • Processed an average of 30 inbound and outbound technical support calls. • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Technical Support Representative

Hostway

Mar 2007 - Apr 2008 (1 year 2 months)

• Maintained a calm, professional demeanor when faced with high demand, high volume workloads. • Researched, documented, and escalated cases to higher levels of support according to internal procedures. • Reported important problems to management. • Diligently followed up with customers about existing issues.

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Assistant Computer Technical Coordinator/Supervisor - Student Activities Department

Chicago State University

Apr 2001 - May 2005 (4 years 2 months)

• Tested machinery, equipment and part to identify any defects. • Ordered supplies, tools and equipment. • Routinely inspected machinery and equipment to diagnose malfunctions. • Supervised a team of 5 employees.

Lichaun Trotter

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