Manager Technical Support
Resume:
Charmaine L. Jones
Dedicated professional with a demonstrated ability to successfully produce metric results, review, assess, investigate, and adjudicate current cases with limited information. Resolution of current and cold cases for purposes of granting or withdrawing benefits from Welfare to Citizenship.
Skills
● Device & Network
● Case
Review/Adjudication
● Investigation
● Data Management
Education
● Bachelor of Arts
Criminal Justice
Franklin Pierce
May 2000
Technology
● System encryption
● Password Issuance
● Troubleshooting
desk/laptops
● System Updates
Experience
AT&T Mobility, Harrisburg, PA
Customer Support Specialist
October 2014 to August 2015
Metro PCS, Harrisburg, PA
Store Manager - Sales and Service
September 2016 to present
Responds to customer questions,
complaints, and billing inquiries with
courtesy and professionalism; provides
resolution to a variety of customer
concerns, including a “play it where it lands”
philosophy, with the objective of customer
retention; activating accounts and assisting
with device activation; resolve issues using
agency established web-based tools and
multi-window systems and able to
communicate resolution to a diverse
customer base; completed proficiencies
directly related to device functionality;
reviewing customer accounts to ensure the
best plans and rates for customer need; has
broad and constantly changing working
knowledge of company operations and
practices in the skill sets utilized in both the
Call Center and Retail Store locations;
Proficient with Android and IOS.
Department of Homeland Security
March 2007 to October 2014
Overview:
Clerical and Administrative; Password
Issuance Control Officer, determining
appropriate level of clearance to issue,
reset, and grant access; encrypting and
wiping systems with law enforcement
sensitive information; troubleshooting
agency desk and laptops, procuring
equipment for rapidly advancing systems,
maintaining agency records for federal
audits; proper disposal of equipment.
Charmaine Jones
2013 Logan Street
Harrisburg, PA 17102
********@*****.***
Currently at MetroPCS
Store Manager, Harrisburg, PA
Technical Support on Android/IOS,
Activations, Problem Resolution, Full scale
Sales and Service
Contact this candidate