Kristina Allen
Bellefonte, PA
Summary
Results-oriented IT Support Specialist skilled in process optimization and customer service. Led a team of over 60 students in delivering end-user support, implementing quality assurance initiatives that improved service desk performance. Experienced in team management and effective communication, driving operational enhancements and increasing customer satisfaction through strategic leadership.
Overview
12
12
years of professional experience
Work History
IT Support Specialist 3
Penn State University
07.2017 - Current
- Led quality assurance efforts for IT service desk from 2022 to 2023, including development of QA metrics and improvement initiatives.
- Implemented quality assurance measurements to enhance service desk performance and elevate customer satisfaction.
- Provided constructive feedback to staff while recommending operational improvements to meet quality assurance standards.
- Directed daily operations for 80–150 student IT employees, overseeing hiring, onboarding, scheduling, mentoring, and offboarding.
- Developed training materials and structured programs to streamline onboarding and improve skill development for new hires.
- Collaborated with IT teams to deploy software updates and uphold security protocols.
IT Support Specialist 2
Penn State University
07.2016 - 07.2017
- Provided front-line technical support through phone and ticketing systems, resolving issues to enhance user experience.
- Supported faculty and staff in diagnosing and resolving network connectivity issues across campus, improving overall access to resources.
- Provided comprehensive technical support for hardware and software problems in various departments.
- Managed help desk tickets, achieving prompt resolutions for technical requests to maintain service continuity.
- Maintained high customer satisfaction through efficient service delivery.issue resolution.
- Managed user accounts and access permissions within university systems.
- Developed detailed documentation for IT procedures and user guides for staff reference.
- Co-developed structured training framework for IT service desk employees to enhance performance.
Geek Squad Manager
Best Buy
05.2015 - 07.2016
- Drove performance metrics to achieve company sales targets consistently.
- Oversaw repair operations, ensuring quality standards through effective team leadership.
- Facilitated team meetings on operational strategies, resulting in enhanced store performance.
- Conducted training sessions for team members, fostering collaboration with sales departments.
- Analyzed financial and agent metrics to develop targeted improvement strategies.
- Managed inventory levels using Best Buy's inventory management systems to maintain optimal stock.
Department Supervisor
Best Buy
06.2014 - 05.2015
- Led a team-focused environment to promote productivity and positive customer experiences.
- Trained staff on customer service best practices and product knowledge to enhance team readiness.
- Resolved customer complaints promptly to enhance satisfaction levels.
- Provided exceptional customer service, contributing to store-wide objectives.
- Coordinated schedules to optimize team productivity and coverage.
- Managed inventory levels and organized merchandise displays effectively.
- Oversaw daily operations to ensure efficient store functionality and customer satisfaction.
Education
Bachelor of Science - Business Administration, Industrial and Organizational Psychology
Southern New Hampshire University
Manchester, New Hampshire07-2025
Skills
- IT support
- Testing methodologies and process improvement
- Process optimization
- Performance metrics
- Customer relationship management
- Customer service excellence
- Training
- Problem solving
- Team management and supervision
- Time management
- Detail orientation
- Collaborative communication
- Conflict resolution
- Interpersonal skills
- Talent acquisition
Websites
Timeline
IT Support Specialist 3
Penn State University
07.2017 - Current
IT Support Specialist 2
Penn State University
07.2016 - 07.2017
Geek Squad Manager
Best Buy
05.2015 - 07.2016
Department Supervisor
Best Buy
06.2014 - 05.2015
Bachelor of Science - Business Administration, Industrial and Organizational Psychology
Southern New Hampshire University