1. Kiera J Baldwin
kiera_baldwin2001@yahoo.com; 510-753-8816
Skills
 Troubleshooting Proficiency;
 Salesforce; Data Entry
 Process RMA's
 Knowledge of Cloud Services
 Hardware and Software Encryption
 VLAN
 IPv6 and IPv4
 Software/ Hardware
 Data Backup/ Migration
 Wireless
 Linux Command Line
 Windows XP, 7, and 10
 NAT
 Retail /Issue Management
 Microsoft Office Suite
 Mac Support
 Knowledge of Remote Applications
Experience
The Stride Center
Enrollment Services Assistant (Temporary) June 2016-Current
 Marketing and outreach to create leads, such as flyer distribution and managing referrals
 Organize and supervise flyer distribution
 Create and follow-up leads from data marketing materials
 Comfortable with a cycle of high volume interfacing via email, phone and in-person
 Create Training records for currently enrolled students
Customer Agent I September 2015 - April 2016
 Support customers over VOIP phone system and/or electronically to provide information and process orders in response
to inquiries, concerns and requests for product and services
 Resolved technical issues over the phone regarding network connections and configurations
 Set up new customers and managed accounts in Salesforce including documenting customer interactions and transactions
and details of any actions taken
 Work with Manager to provide ACD configurations and customization
Visioneer Inc., Pleasanton, CA December 2003 - March 2014
Technical Support Engineer II
 Led the technical support of installations or maintenance of company products over phone and/or at customer site
ensuring maximum system functionality
 Escalation point for customers with higher tiered contracts and urgent customer fixes
 Developed temporary "work-around" scenarios for immediate customer issues where appropriate
 Utilized a lab to simulate customer environment and issues
 Created tech documents, training material for BETA and QA to assist development teammembers
 Provided supervision on work, problem resolution & training to technical support personnel
 Planned and improved Customer Support work processes and procedures
 Setup and Supported 3rd party Eye-Fi wireless software
Hewlett Packard, Mountain View, CA April 1996 - August 2001
Customer Support/Dispatcher
 Set customer expectations and scheduling for Engineer Service Desk on same day service
 Managed service queue, dispatched engineers and resolved missed or delayed requests
 Managed vendor relationships and customer complaints
Education
The Stride Center
Coursework includes: Network+ and Security+
Silicon Valley College/Carrington
Associate of Applied Science: Coursework in Network Systems Administration
Certifications
CompTIA A+
CompTIA Network+
CompTIA Security+