technical support, sales, labor

JONATHAN MCCRARY

Address: ***** ********** ***, ******* **, 32826

Contact: 321-***-****

Email: ************@***.***

EDUCATION:

•Brevard Community College- General A.A Degree

•Attended classes from 01/16 - 12/16

•Currently taking classes for CompTIA A+, TCP/IP, Linux +

•University of Central Florida for Electrical Engineering (Expected graduation – 2019)

PROFESSIONAL EXPERIENCE:

Telenetworks, Orlando, FL 01/14 to 12/15

Tier 1 Technical Support

•2 years of Tier 1 technical support for ISPs, VPN, Trouble tickets, modems, ipads, cell phones, setting up modems/Firmware, PPPOE, Anti-virus.

•Tools used: Avaya, VOIP, VPN, Inetportal (cx info and disconnects/subaccounts, passwords), CDPI(sales and discounts), Virynet (trouble tickets), Loopcare(attenuation, SNR), FOS wiki, Spark, Remote assistance.

•Met call time requirements to resolve issues in a timely fashion. On average 30-45 calls a day in 6-7 hours while averaging 50% sales with in 6 months no previous tech support experience or sales.

•Documented incident issues including customer details, issues experienced, and corrective actions or escalations taken.

•Fielded calls from customers regarding issues related to Internet, ipad, cell phone, anti virus and Operating System related Issues.

•Escalated issues to field technician that could not be resolved or to senior technicians and leadership with spark chat system and virynet

•Created, edited, and escalated trouble tickets for users, ensured resolution times met satisfaction guidelines.

•Dispatched, and worked with Field Technicians to resolve issues in the field.

•Documented escalations and provided timely updates to customers for resolutions of issues as well as Managers for business impacting outages.

•Upsold services, HD backup, warranty protection plans, anti-virus and identity protection within 6 months I was at over 50% sales with no previous sales experience.

T.G.I Fridays - Lake Buena Vista, FL

Food runner, Busser

June 2012 to oct 2013

•Run Food, and assist Bartenders and Servers.

•Clean Tables, and ensure a safe and enjoyable atmosphere.

•Handle Dishwashing duties as necessary.

Walmart, INC, Oviedo, FL

Associate

January 2012 to March 2012

•Assisted in the opening of the new Wal-Mart Store in Oviedo.

•Reconcile and unload trucks, operate forklifts and pallet jacks.

•Stock Shelves, assist customers in finding items.

•Provide customer assistance over the phones.

•Cleaned aisles, and maintained safe atmosphere.

Tillys WORLD OF JEANS & TOPS, INC, Orlando, FL

Sales Associate

October 2011 to January 2012

•Provide Customer Service, operate cash register, answer phones and greet customers.

•Build Shelves, stock shelves, and fold clothes.

•Ensure store and fitting rooms were clean and safe.

•Audited Inventory

•Met sales quotas for retail workers.

Hollister Co., Melbourne, FL

Sales Associate

August 2007 to September 2011

•Customer Service, Cashier, answer phones, opening/ closing store, fitting rooms.

•Stock Shelves,Build shelves, fold clothes, Audits, close out sales, and assist customers with returns.

•Ensure fitting rooms are clean and safe.

•In the cast of for the store and picked by district manager.

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