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Joy Kinsey
309 Spruce St, Kimberly, ID 83001 208.404.9876       joykindred@yahoo.com

Objective	Apply knowledge and experience gained while eagerly continuing to learn and grow in a challenging work environment.
Experience	Cashier/Cook 6/2010 – 10/2010     Anderson Camp, Eden, ID §   Greet guests checking into rv park, cashier for c-store/restaurant, pump propane, cook/waitress for restaurant. Client/SMB Technical Support Specialist 4/2007 – 11/11/09     Dell Inc, Twin Falls, ID §   Provide troubleshooting, assistance and technical resolutions via telephone, to our external customers who have purchased a GOLD contract and are experiencing technical issues with their Dell Desktop, Portable and Workstation systems. §   Perform problem investigation and research to resolve system related issues: Search databases containing records of problems, symptoms & solutions. §   Consult vendor documentation and information systems for symptoms & solutions. Consult internal resources, the L2 Gold Technical Support Analyst (GTSA) for complex technical issues and the Technical Account Manager (TAM) for customer escalations. §   Take appropriate actions to resolve customer issues, including parts/service dispatch, seamless support with third party service providers, escalate to appropriate groups for fee-based support or off-line investigation. §   Provide comprehensive documentation of problems and solutions using appropriate information systems. (DELLSERV) §   Provide telephone follow-up with customers to verify effective problem resolution and customer satisfaction. §   Attend all required training as provided by the training department and any vitality training as deemed necessary by GTS. §   Maintain/enhance skill levels according to technology trends in the supported marketplace. CCOD 10/2008 – 04/2009     Dell Inc, Twin Falls, ID §   Monitor technicians and their Aux Code Status §   Send reminder messaging for extended use of aux codes. §   Code technicians for absences. §  Send lever change messages to all technicians. Recruiter/Employee Rep 2/2006 – 11/2006      Aegis Communications, Sierra Vista, AZ §   Responsible for all recruiting needs for call center. §   Responsible for all advertising efforts needed to meet recruiting needs. §   Pre-tested all applicants and conducted 1st interviews. §   Coordinate with Managers for 2nd interviews and hiring needs. §   Input payroll information for all new employees. Posted internally for all open positions available.
	Quality Assurance 8/2005 – 2/2006     Aegis Communications, Sierra Vista, AZ §   Coordinate with other QA’s to get important information and changes to agents on a weekly basis. §   Double check orders submitted to QA to ensure quality is consistent prior to sending orders to the client to be worked. §   Meet with agents to discuss feedback with them, advise them of corrections needed and resources for future keying of orders. §   Work with Qwest to rewrite process for typing orders so agents can key orders correctly.
	Order Entry Keyer/Project Lead 03/2004 – 8/2005  Aegis Communications, Sierra Vista, AZ §   Port Recovery/Non-Pay Disco Project Leader – Work with Qwest personnel responsible for the port recovery/non-pay disco projects, update Qwest with progress, issues and status of projects. §   Special Project: Port Recovery – key disconnect orders for high capacity circuits that have been identified as unused by Qwest. §   Special Project: Non-Pay Disconnects – research and key disconnect orders for high capacity circuits due to non payment issues per Qwest. §  Order Entry: Researching and keying orders for disconnects, installs and changes.
	AS/400 Administrator 08/1999 – 02/2004  Cactus Petes Inc(Ameristar Corp.), Jackpot, NV §   Project manager for AS400 OS and hardware upgrades. §   Project manager for LMS (hotel application) software install. §   Setup and administration of AS/400 and Windows users. Configure and install new pc systems with appropriate software for the position, monitor and answer messages on AS/400 and other gaming servers/applications.  Apply upgrades to OS, applications and hardware. Troubleshoot issues with various systems daily. Networking:  troubleshooting, cable runs and termination. Daily backups and closing of applications.  Created daily operation manuals. Audit user rights in gaming applications to ensure compliance of Gaming Control Board regulations. §  Responsible for daily support & implementation of network and pc hardware & software integration, including basic administration in both a NT & WIN2K LAN/WAN environment with Windows 95, 98, NT, & WIN2K clients.  Other daily responsibilities include PC support & analysis of user & equipment problems for over 170 PC’s.
Education	Kimberly High School, Kimberly, ID 1989 - 1993 §  High School Diploma Who’s Who Amongst High School Students College of Southern Idaho, Twin Falls, ID ·         (2009 – 2011) Associate in Business Degree: Financial and Managerial Accounting, Statistics I & II, Legal Environment, Introduction to Business, Macro & Micro Economics, Business Writing, Applied Leadership, Human Relations in Supervision, Business Communications, General Psychology ·         (1995 – 2007) Business Computer Applications Certificate: BPA (executive board member: Inter-club Representative) MS Office 97, Windows 98, DOS, Leadership, Telecommunications, Troubleshooting Hardware & Software, Business Writing, Tutoring for Adult Basic Education,  Tutored GED and ESL students ·         (1998 – 1999) Novell Networking: Admin, Advanced Admin, Networking Technologies, Intranetware, Installation and Configuration, Tech Support, Windows NT, Visual Basic

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