Customer Service Technical Support

Jared Dickerson 214-***-**** ~ ******@*****.***

**** ********* ** ~ Carrollton, Tx 75010

Profile

Well qualified result orientated Customer Service professional with over 6

years of successful experience in positions of increasing responsibilities

and duties. I am a top-performer with a proven track record of consistently

meeting or exceeding goals and customer expectations. Skilled at educating

costumers on products and recommending best options that meet their short-

term and long- term needs. Team player with polished communication skills:

verbal, written, interpersonal and rapport building.

KEY SKILLS

World-Class Customer Service OS Upgrades

Windows 8/ Mac OS x support User/ server Support

Up selling/ Sales Support Call control

Wireless device support LAN/ VPN Support

Professional Experience

Pepsi (Cognizant) ~ Plano Tx ~ 2013- Present

Help Desk Analyst

Provided technical support to internal customers, with a key focus of

installing, maintaining, and troubleshooting Microsoft windows and Mac

operating systems. Currently providing OS upgrades for the 40,000 user's

transitioning form windows xp to windows 8. Provided support for all

Microsoft office applications in addition to troubleshooting apple and

blackberry mobility devices. Successfully diagnosed hardware issues along

with connection issues that may arise in a enterprise environment.

Key Results:

. Achieved the highest levels of productivity, handling over 150 calls a

week and averaging 30+ calls daily

. Maintained excellent communication with members of the technology

departments.

. Proactively escalate and communicate call center technology issues to

appropriate personnel

. Suggested additions and corrections to the helpdesk knowledge base

. Worked directly with vendors

AT&T ( Pinnacle) ~ Richardson Tx ~ 2011- 2013

Tier II Technical Support Agent

Provided second- level technical support for At&t uverse supporting 4

million customers throughout the U.S. Proficient in troubleshooting

hardware, software and connectivity issues for both Mac and Microsoft

operating systems. Additionally provided support with voicemail, telephone,

and client email applications. Challenged to provide timely resolutions in

a high-stress environment all while providing quality customer service

Key results :

. Achieved the highest levels of productivity, handling over 150 calls a

week and averaging 30+ calls daily

. Earned solid reputation for resolving complex issues and providing

exceptional customer service

. Proactively escalate and communicate call center technology issues to

appropriate personnel

. Adequately responded to customers' comments, requests and problems.

. Accurately recorded, remembered, and verbally communicated detailed

information

. Provided timely and effective resolutions to a range of customer

queries related to our products/services

. Demonstrated exceptional skills in Professionalism and responsiveness

across a wide variety of areas.

Fed Ex Corp. ~ Dallas, Tx ~ 2008-2010

Courier

Worked in a team environment to ensure that freight was delivered safely to

our customers, all while meeting daily deadlines and complying with state

and federal DOT regulations. Handled all general customer service requests

and also interacted efficiently with business costumers providing

information and resolving critical problems. I've been trained to maintain

complete record of truck maintenance, delivery schedules, customer issues

and location notes to inform management of delivery operations.

Key results :

. Daily responsibilities include: Delivering 200-400 packages to 15-20

clients, picking up packages to be shipped, and obtaining signatures

for deliveries

. Perform duties in accordance with company policies and procedures

. Practiced careful, defensive driving techniques to attain and maintain

a perfect safety record

. Successfully operated vehicles up to 7.5 tons in all weather

conditions.

. Resolved time limitations and scheduling conflicts and provided

superior customer service.

Postnet Postal ~ Coppell, Tx ~ 2007-2008

Manager

Oversaw daily operations, monitored and controlled inventory, and also

supervised two employees while displaying excellent customer service skills

to maintain and add to customer base. Strived to maintain a personal

relationship with clients to guarantee that all shipping needs and

deadlines were met and personally followed up to ensure packages arrived

safely at their destination.

Key results :

. Optimized client interaction, cultivated meaningful relationships

built on instant rapport

. Followed through on all client issues and increased customer

satisfaction

. Played a role in identifying and documenting processes for all client

issue resolutions and operation procedures.

. Responded immediately to client issues to ensure customer satisfaction

Education

Colorado Technical University 2011-Present

Business Administration

University of North Texas 2005-2008

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