CACEY YOST
Shreveport,LA
Summary
Throughout my professional journey, I have held diverse leadership and educational roles beyond my formal work experience. These roles span from serving as a Boy Scout leader and a Youth leader to providing one-on-one training within a Big Brother program. My passion for education and knowledge extends beyond the workplace, and I have consistently sought opportunities to apply these principles to my technical career. Notably, I have authored and updated knowledge articles, provided training and coaching to staff members, and successfully led large-scale conference calls and meetings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Remote Engineer
Purpleguys
03.2023 - Current
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
Incident and Problem Management
GDIT
03.2020 - 11.2022
- Monitor national and regional systems to identify and report outages and trends
- Maintain order and decorum by obeying company information, security protocols
- Validate service desk tickets by communicating with IT leadership and management
- Determine the best solution based on the issue and details provided.
Service Desk Manager
Prosphere
03.2018 - 03.2020
- Manage a team of 250 help desk, tier 1 and 2 specialists with 25 direct reports
- Maintain order and decorum by obeying company information, security protocols, and Service Level agreements.
- Set the standard for the communication pipeline from the team to upper level management
- Determine the best solution based on the issue and details provided
- Directly responsible for training and development of each new associates through coaching and formal training.
- Update or create knowledge articles based on trends or changes to support needs.
Customer Relations Director
Maccentric
07.2017 - 03.2018
- Created protocols that enhanced organize of repair room inventory
- Completed all repairs in a timely manner and provided the best solutions possible to each client
- Managed small team and provided coaching feedback when necessary.
Service Specialist
Apple, Inc.
11.2014 - 07.2017
- Uncovered customers' needs by asking open ended questions and software troubleshooting
- Promoted iCloud, Apple Music and Apple Care services to each and every customer
- Maintained positivity and empathy during negative customer interactions
- Assisted the Creative Team by adhering to company standards during evening closes
- Helped customers with iPhone and iPad setup while complying with Apple, Inc.'s privacy policy
- Proctored 'Today at Apple' classes.
Education
Desktop Support Associates Degree -
Baton Rouge School of Computers
Baton Rouge, LA05.2014
Skills
- MacOS & iOS
- Windows XP to Current
- Windows Server
- ServiceNow
- Technical writing and training
- Public Speaking
Certification
- ITIL
- Mac and IOS certified
- A+
- Eagle Scout
Timeline
Remote Engineer
Purpleguys
03.2023 - Current
Incident and Problem Management
GDIT
03.2020 - 11.2022
Service Desk Manager
Prosphere
03.2018 - 03.2020
Customer Relations Director
Maccentric
07.2017 - 03.2018
Service Specialist
Apple, Inc.
11.2014 - 07.2017
Desktop Support Associates Degree -
Baton Rouge School of Computers
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