James D. Chavis, Jr.

**** *. ******* ***** ******, NC 27565 919-***-**** ac0ufw@r.postjobfree.com

Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.

Demonstrated achiever with success and experience in team collaboration.

Certification:

Public Trust Security Clearance – October 2016

Education:

Associate of Applied Science, Network Security ECPI University, Raleigh NC, Graduated November 2016

GPA: 3.30

Tech Skills:

Windows 7/Server 2012

Linux

UNIX Administration

Microsoft Word, Excel, PowerPoint, Outlook

Strong Communication Skills

Strong Written Skills

Active Directory

Computer Applications

Windows Client and Server

Routing and Switching

Trouble Shooting

VMware

Experience

Tier I Technical Agent, Neo Nova, Raleigh, NC 2/2017 – Present

Responsible for remote access into client’s personal routers to retrieve lost information

Responsible for building PPPoEs, checking server settings and ports for email accounts

Responsible for troubleshooting various types of modems (DSL, Fiber Optics/FTTH and fixed wireless)

Responsible for answering customer inquiries and access information from multiple sources using various computer programs

Responsible for creating relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions

Responsible for following-up with customers on all inquiries that were not immediately resolved.

Responsible for maintaining a high level of professionalism in all correspondence and customer interactions, both internal and external.

Responsible for contacting new customers to follow up or sell a particular service or take inbound customer service queries depending on the project.

Perform other duties as assigned.

Internet Customer Care, US Postal Service, Raleigh,NC 10/2016 – 2/2017

Responds to chat and emails from customers

Resolved service problems by clarifying the customers complaints; determining the cause of the problems; selecting and explaining the best solution to solve the problem

Provided service, customer access, pre-sales, post-sales, and service delivery

Responded to service requests, resolve problems, and/or escalate requests

Responded to request by referring customer to training materials, user guides, published material, secondary sources, or more senior staff

Shipping out Associate, Cardinal Health., Durham, NC 09/2014- 08/2016

Responsible for the retrieval and placement of products onto specific transportation carts

Responsible for ensuring that retrieved items are loaded onto company delivery in preparation for their shipment to the various healthcare facilities

Responsible for maintain open communication via the use a Jennifer head set system to ensure the correct items are retrieved for specific shipments

Responsible for ensuring timely departure of delivery trucks

Cleanroom Technical Operator, Cree, Inc., Durham, NC 08/2014 – 10/2014

Managed daily operation of products within Cree’s cleanroom

Received safety training for working in the clean room to reduce contamination

Provided process development and control for all equipment within the clean room

Performed clean room start-ups equipment layout, transporter, tool runner, and loaded wafers while assuring the correct recipe was performed, while using an Rapid Thermal Processing Technique

Returns and Reclamation Associate, Positec Tools, Charlotte, NC 08/2012 – 01/2014

Unloaded trucks, cleaned tools, and assembled boxes to meet daily quotas

Retrieved product from a receiving line and stacked it on palettes

Used pilot jack to move product throughout the warehouse

Checked competed boxes for order accuracy

Responsible for manual processing returns to the facility

Responsible for rework or reclamation of designated product

Maintained accurate processing disbursement of the product

Maintained day to day individual product and quality standards

Worked in accordance with SOP’s and safety standards

Ensured compliance with all company policies and procedures

Lawn Specialist, Burwell’s Lawn Care & Maintenance Services, Oxford, NC

Jun. 2010 – July 2014

Managed and maintained weekly rotation of property appointment

Performed oversight individual client sites by monitoring operations, lawn maintenance

Satisfied customers request

Actively established new clientele

Volunteer Work, UNCH Rex Hospital, Raleigh, NC

Completed phone placement of new Cisco IP Phone models to include unboxing, sticker placement, plugging in handsets and hand cords, and terminating UNCH provided patch cabling to ensure new phone registrations.

Handled decommissioning and removal of old phones if required.

Captured tickets while walking the floors and provide details to Presidio lead engineers for resolution

Volunteer Work, Versit Incorporated, Raleigh, NC

Completed telephone upgrade using team viewer to upgrade to the most recent version of the company’s firm ware.

Used remote access to access the various computer located within the company

Received training in Epygi Telecommunications, Voice over IP (VoIP), Video and Audio Conferencing, IP PBX and Gateways

Volunteer Work, Total Outsourced System, Raleigh, NC

Deliver service and support to end-users using and operate automated call distribution phone software, via a remote connection or over the Internet;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;

Identify and escalate priority issues per Client specifications;

Accurately process and record call transactions using a computer and designated tracking software;

Follow up and make scheduled call backs to customers where necessary;

Answer inbound calls regarding technical issues and general billing inquires

Access customer records and verify customer account information

Identify potential customer needs and recommend solutions based on those needs

Access customer databases, knowledge resources, and technical applications to determine root causes and resolutions

Interact with client departments (test desk, field service, dispatch) regarding escalations

Uses Bomgar to remote access into different customers computers

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