1. AMBERLY BUCKNER
4432 Baton Rouge Dr., Hermitage, TN 37076 | (C) 615-243-1417 | amberlybuckner@yahoo.com
Professional Summary
Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels
and meet company goals. IT technician with technical and troubleshooting repair expertise, as well as strong analytical skills.
Team player who is flexible, reliable and adaptable to dynamic environments. Has been working in a secure environment with
required high security clearance since 2014.
Skills
Strong communication skills Experienced with Microsoft products, and other common
Managing tight deadlines "off the shelf" applications
Working independently Analytical and critical thinker
Leadership skills Strong problem solving aptitude
Customer interface expertise Fast learner
Adheres to customer service procedures Skilled multi-tasker
Skilled in call center operations Familiar with IT security best practices
Call center metrics decoding aptitude Networked applications
Skilled at mediation Familiar with both Blackberry and Android
Work History
Tier 2 support technician 10/2015 to Current
Apex Systems Inc, contracted to Dell Services for Boeing Enterprise Help Desk –Nashville, TN
Made outbound calls to end users for the purpose of resolving issues that had been escalated to the Tier 2 support team.
Accepted inbound warm transfers for the purpose of resolving issues that were being escalated to Tier 2 support at that
time.
Contacted other support groups to share or gather information pertaining to ongoing technical issues.
Identified and corrected performance issues.
Oversaw the daily performance of computer systems.
Entered commands and observed system function to verify correct operations and detect errors.
Ensured proper installation of cables, operating systems and software.
Referred major hardware and software problems and defective products to vendors or technicians for service.
Trained users in the proper use of hardware or software.
Followed internal procedures for change management, incident management and escalation.
Escalated unresolved issues to appropriate level.
Participated in special projects, external audits, evaluations and process improvements.
Applied performance tuning techniques.
Created brief training slideshows for common issues and application use questions, and distributed said slideshows to other
agents.
Oversaw, assisted, and taught Tier 1 universal agents in proper troubleshooting and escalation, applying necessary fixes,
and ensuring satisfaction of the end user.
Universal Agent 10/2014 to 10/2015
Apex Systems Inc, contracted to Dell Services for Boeing Enterprise Help Desk –Nashville, TN
Identified and corrected performance issues.
Oversaw the daily performance of computer systems.
Entered commands and observed system function to verify correct operations and detect errors.
Ensured proper installation of cables, operating systems and software.
Referred major hardware and software problems and defective products to vendors or technicians for service.
Trained users in the proper use of hardware or software.
Escalated unresolved issues to appropriate level.

2. Cashier 03/2008 to 07/2008
Wal-Mart – Hermitage, TN
Greeted customers promptly.
Directed customers to store locations.
Received customer payments.
Totaled bills and calculated taxes.
Described products and services in detail.
Monitored areas for security issues and safety hazards.
Assisted customers in selecting items based on needs.
Reported security and service incidents to management.
Completed purchases using Point of Sale systems.
Collected and stored coupons.
Assisted on sales floor as needed to maintain service standards.
Customer service representative 10/2007 to 01/2008
ACS – Nashville, TN
Left Because----- I got pneumonia and had not yet been working there long enough to be eligible for medical leave.
Responsibilities included: helping customers, answering questions, learning about products and services offered, up-selling,
and transferring calls if I was not able to help but someone knew of another section of customer service that could.
if more work history is required, please contact me. It is available, as I have been working since I was sixteen
Education
High School Diploma: 2005
Nashville School for the Arts - Nashville, TN
career diploma: medical billing and coding 2014
Penn Foster -