Summary
Overview
Work History
Education
Skills
Certification
Timeline
Assessments
Generic

Hannah Nance

Lexington

Summary

Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.

Overview

13
13
years of professional experience
1
1
Certification

Work History

IS Technical Support Specialist

University of Kentucky
12.2014 - Current
  • Provided technical support for hardware and software issues across university departments.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Resolved complex user inquiries, enhancing satisfaction through effective problem-solving techniques.
  • Collaborated with IT teams to implement system upgrades, ensuring minimal disruption to operations.
  • Analyzed support ticket trends, identifying areas for process improvement and resource allocation.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Documented support interactions for future reference.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.

Customer Service Representative

Xerox Corporation
01.2014 - 12.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Direct Support Professional

Lords Legacy Life Ministries
07.2012 - 12.2013
  • Provided personalized support to individuals with developmental disabilities, enhancing daily living skills and independence.
  • Developed and implemented individualized care plans, promoting positive outcomes and fostering client engagement.
  • Facilitated communication between clients, families, and interdisciplinary teams to ensure coordinated care delivery.
  • Monitored behavioral changes and documented progress, informing adjustments in care strategies as needed.

Education

Bachelor's Degree - Family Science

University of Kentucky
Lexington, KY
10.2025

High School Diploma - undefined

Wayne County High School
Monticello, KY
12.2011

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Proficient in customer service
  • Critical thinking
  • Conflict resolution
  • Remote troubleshooting

Certification

Driver's license Present

Timeline

IS Technical Support Specialist

University of Kentucky
12.2014 - Current

Customer Service Representative

Xerox Corporation
01.2014 - 12.2014

Direct Support Professional

Lords Legacy Life Ministries
07.2012 - 12.2013

High School Diploma - undefined

Wayne County High School

Bachelor's Degree - Family Science

University of Kentucky

Assessments

  • Customer Focus & Orientation — Highly Proficient January 2020 Responding to customer situations with sensitivity. Full results: Highly Proficient
  • Data Entry: Accuracy — Completed April 2019 Measures a candidate's ability to accurately input data and effectively manage databases. Full results: Completed
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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Hannah Nance