Josh Hefty
Skills
- Highly self motivated and detail oriented.
- Extensive experience with advanced technical situations and escalated customer situations.
- Strong communication and leadership skills.
- Advanced experience creating reporting, charts and graphs using Excel and PowerPoint.
- Skilled in graphic design and video editing using programs such as Photoshop and Pinnacle Studio.
Professional Experience
Dell Incorporated June 24, 2002 - November 11, 2009
Technical Mentor August 2008 - November 2009
- Main responsibilities include assisting L1 technicians on advanced technical situations and policy via chat.
- Designed the Technical Mentor team logo using Photoshop and printed for each member of the team.
- Created productivity reporting for the Technical Mentor group to record and analyze trends on various statistics in our chat program.
- Created charts and graphs that showed ongoing progress for all of the TM’s productivity on a team and individual basis.
- Received numerous customer appreciation emails for the excellent service I provided to L1 techs and customers.
- Designed several team logos, awards, and name tags using Photoshop CS3 and CS4.
Resolution Manager March 2006 - August 2008
- Assisted L1 technicians with advanced technical situations via chat, email, and walk up.
- Managed real-time customer escalations as well as large corporate accounts with specific needs.
- Drafted and wrote many technical and policy ‘RM Alert’ emails for the entire Gold Tech Support organization.
- Worked on a ‘Repeat Reduction’ project that pro-actively contacted customers who have contacted tech support numerous times without resolution.
- In July of 2007 I completed the ‘L2 University’ training for all L2 Resolution Managers in Round Rock, Texas.
- Created and maintained the real-time reporting for the Repeat Reduction project using Excel.
- I consistently had one of the highest CE (customer experience) scores on the Resolution Manager team.
- In March of 2006 I was awarded a Bronze award for the work I did with the remote assistance program Dell Connect.
Gold Technical Support Analyst (L2) December 2004 - March 2006
- Responsible for a team of L1 phone technicians, including coaching and training on policy and technical issues.
- Provided weekly break/lunch attendance reporting to all the managers in the client and enterprise departments of Dell in Twin Falls.
- Responsible for creating and managing site-wide process changes, such as the datasheets used for scrubbing the Repeat Dispatch metric.
- Created the ‘RD Tip of the Week’ email alerts that provided technical tips and updates for the entire GTS organization.
- Twin Falls administrator to Dell Connect. Responsible for creating and maintaining all agent accounts within the tool.
L1 Technical Support Technician June 2002 - December 2004
I started supporting the Consumer desktop line of systems for Dell. Primary objectives were to handle inbound calls while maintaining above average metrics. I learned the specifics of call control, basic troubleshooting, and the overall customer experience.
- Constantly selected to be L2 backup to roam the floor and assist technicians on advanced issues.
- Selected in the first group of technicians to be converted to portables support, as well as Gold Technical Support.
- Created quick reference sheets and phone transfer lists for new technicians coming into the role.
Inventory and Retail - King's Department Store - October 2000 - June 2002
- Main responsibilities were handling and stocking freight. Other job duties included janitorial work, painting, assembling bicycles, barbeques, furniture, and store shelves.
- Also experience as retail cashier, developing good customer skills face to face.
- Excellent attendance the entire time I worked for Kings.
Farm Management - VanderVegt Dairies - April 2000 - October 2000
- Basic farm work and machinery operation. Responsible for irrigation maintenance and equipment.
- Perfect attendance the entire time I worked on the farm. Never missed a single day.
Certifications
- Microsoft Certified Professional for Windows XP Professional, exam 70-270.
- Dell Certified Systems Expert for Inspiron, Latitude, Dimension, Optiplex and Workstation systems.
Education
- Currently attending the College of Southern Idaho, majoring in Digital Media.
- In the spring 2010 semester I was added to the CSI President’s list due to 4.0 GPA.
- Wendell High School Graduate - Class of 2002
- Graduating GPA of 3.67
- Main extra curricular activities included setting up and maintaining systems on the school's network at three sites. Also provided technical assistance to faculty members. A lot of hardware, software, and networking troubleshooting hands-on experience.
