Fred Anderson

About Fred Anderson

Business professional directing the online customer experience one conversation at a…

Experience

1. IT & Customer Support Specialist

   Yooz

   Jun 2021 — Present · Coppell, TX, US

   Perform advanced analysis and diagnosis to understand technical issues and answer questions through email, phone, screen share calls or live chat. Resolve technical problems which may require configuration and/or development (Groovy, SQL). Ensure 100% retention by delivering stellar customer support after clients are live on the Yooz platform to create Yooz advocates. Learn from customer interactions to help enhance customer experience. Develop best practices, tips and training scripts for customers on proper use of program. Identify early symptoms, patterns and solutions for upcoming technology challenges. Input relevant technical issues & enhancement requests into tracking software. Assist with testing of future releases including enhancements and bug fixes. Contribute to team meetings with appropriate content, views and suggestions.Use creativity to showcase best practices to the rest of the team.Lead by example, with nothing being too detailed or hands-off.Manage the IT onboarding process: setup new computers, train new hires regarding the IT process, help users with their first connections, make sign the hardware IT equipment form, set up office’s access with OpenPath, make sure the new hires are well equipped and up to use their IT equipment, etc.Assist the users and respond to any technical requests and outages, troubleshoot issues in a timely manner, provide expertise and advice on appropriate use, manage the internal ticketing system, update the status of each ticket as they successfully assist each user with their issues.Monitor IT equipment in the office (printer, internet, Wi-Fi access, etc.), be responsible for their maintenance and operation, replace the equipment if needed.Keep current systems updated and running smoothly, upgrade the system and its components whenthe need arises.Create content about internal IT processes, write documentations and recommendations.

Education

• Collin County Community College

  Business Administration

  2002 — 2003

• Plano Sr. High School

  Advertising, Marketing, Brand Management, Nortel Networking, Computers, C++

  2000 — 2002

Skills

• Account Management
• Volunteer Coordination
• Operations and System Analysis
• 10 Key
• Business Management
• Trade Show Representation
• Concept Development
• Computers and Electronics
• Marketing Management
• Scheduling
• Microsoft Office
• Sales
• Fundraising
• Adobe Creative Suite
• Budgeting
• Customer Service
• Management Consulting
• Logistics
• New Business Development
• International Business
• Corporate Events
• Quickbooks
• Trade Shows
• Sales and Marketing
• Complex Problem Solving
• Critical Thinking
• Data Analysis
• Judgement and Decision Making
• Programming
• Data Processing
• Budgets
• Creative Writing
• Project Coordination
• Data Entry
• Team Building
• Management
• Trade Show Management
• Monitoring
• International Relations
• Process Scheduler