Open to opportunities

Kristen Holmes

@kristenholmes

Technical Support Engineer delivering confident, Tier 1 troubleshooting and customer-first service across web and business apps.

United States

Message

What I'm looking for

I’m looking for a remote, customer-focused IT/technical support role where I can troubleshoot web and enterprise applications, maintain secure accounts, and turn inbound issues into fast, reliable resolutions.

I’m a Technical Support Engineer focused on Tier 1 technical support delivered through remote work and inbound calls. I combine calm customer communication with hands-on troubleshooting to resolve issues quickly and accurately.

At PowerSchool- SchoolMessenger, I handle software and browser troubleshooting, Oracle Netsuite support, and Salesforce import mapping. I also assist with software assistance, SMDIM installs, Bomgar, and customer service workflows using Talkdesk.

Previously, as a Customer Experience Specialist at Teleperformance, I managed account security, reset login credentials, and provided policy expertise. I supported banking experience with Charles Schwab while delivering application assistance, time management, and independent work on live customer issues.

My background also includes customer service in healthcare and insurance environments, plus an undergraduate certificate in Computer Networking. I bring strong help desk fundamentals, Windows support, and a leadership mindset developed through patient care and classroom assistance.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer 1

Current

PowerSchool - SchoolMessenger

Jun 2023 - Present (3 years 1 month)

Provided Tier 1 technical support via inbound calls, troubleshooting software and browsers and assisting with application and system installs. Worked with Oracle NetSuite and Salesforce workflows, including import mapping.

Tier 1 Support Inbound Calls Oracle NetSuite Salesforce Import Maps SSO VPN TalkDesk

Customer Experience Specialist

Teleperformance

Nov 2021 - Jun 2023 (1 year 7 months)

Handled inbound calls and account security, troubleshooting website issues and resetting login credentials. Supported application requests and provided banking policy expertise, including Charles Schwab experience.

Inbound Calls Policy Experience Banking Support Charles Schwab Customer Service Independent work

Certified Nursing Assistant (CNA)

Jonesboro Human Development Center

Aug 2020 - Nov 2021 (1 year 3 months)

Provided quality patient care as a Certified Nursing Assistant and supported classroom assistance for residents. Helped maintain daily support needs through direct care and assistance.

Patient Care Healthcare Support CPR Interpersonal Communication Independent work

Customer Service Representative

Teletech

Aug 2017 - Dec 2017 (4 months)

Provided customer service in an inbound call center supporting healthcare and insurance needs. Assisted customers with questions and resolved service inquiries through phone support.

Inbound Call Center Customer Service Healthcare Support Insurance Support Time Management Interpersonal Skills Customer Support