IT
Resume:
Jarod A Smith
*******@*****.***
Stockton, GA, 31649
Qualifications
● Skills in problem-solving, sales, and decision-making
● Within a leadership role, able to improve performance and productivity
● Customer Service experience involving extensive telephone experience, with leadership and management skills.
● Ability to work well in a fast-paced team environment
● Computer keyboard and data entry skills
● Experience with Microsoft Word, Excel, and Outlook Work Experience
System Administrator, Presbyterian Homes - Quitman, GA 04/2015 - Present
● Provide support for residents and employees for TV, Telephone, and Internet in Quitman and Atlanta Georgia.
● Worked with Citrix Xenapp, and Active directory to troubleshoot problems.
● Supported Microsoft Windows Server 2003/2008, Windows XP/7/8/10, Microsoft Office 2007/2010/2016, Exchange 2003, and Office365.
● Used utilities such as teamviewer and logmein to troubleshoot remote PCs.
● Experience with Cisco Call Manager, Unity, and Emergency Responder.
● Creating daily and weekly analytical reports based upon work orders.
● Used Macrium Reflect to make images for new PCs. Technical Support Representative, ProfitStars - Valdosta, GA 03/2014 - 04/2015
● Provided help desk support for financial institutions and merchants with internet based remote deposit software via support tickets, email, and inbound calls.
● Helped find inaccuracies in ACH files
● Used Webex to remote into computers to resolve problems. Lead Customer Service Representative, Mediacom - Valdosta, GA 05/2005 - 03/2014
● Assisted supervisors in managing customer service representatives.
● Consistently exceeded sales goals, and coached customer service representatives on sales.
● Helped customers with inbound calls and front counter requests to find solutions to billing and technical complaints with television, internet, and telephone.
● Verified cash batches and was responsible for taking it to the bank
● Created reports from Cognos to find trends in sales and telephone stats.
● Awarded the Regional Customer Service Award for Above and Beyond
● Negotiated with escalated customers to find win-win solutions with customer service and technical complaints.
Customer Service, Convergys - Valdosta, GA 01/2000 - 05/2005
● Customer Service Agent:
Assisted customers in understanding their billing and equipment
Sold Directv packages, and was able to turn disconnect and downgrade requests into sales and save opportunities.
● Coaching Consultant:
Over a period of a few weeks was able to train new hires to excellent customer service agents.
Monitored customer service agents for quality assurance while they were in training and for their first few weeks on the floor
For several months was assigned on an India help desk project to help new trainees in India with accounts and to understand Americanisms.
● Resolution Specialist:
Worked with customers, other departments, and companies to provide a win/win solution to various problems.
Education
Computer Information Systems Diploma, Wiregrass Georgia Technical College 9/1999 - 12/2002 Focus in network administration
Interests
Photography and politics
References
Payne Roberts, Manager at Mediacom, 229-***-****
Rico Terrell, Co-Worker at Proftstars, 305-***-**** Glenn Travis, Co-Worker at Presbyterian Homes, 229-***-**** Scott Woolfolk, Co-Worker at Profitstars, 229-***-****
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