Customer Service Technical Support
Resume:
Jacqueline Brooks
*************@*****.***
Austin, TX 78753
SUMMARY OF QUALIFICATIONS
● Associate of Applied Science-Network Administration & Associate of Science-Computer Science
● 9 years technology support
● 5 years audiovisual, eLearning and telepresence
● Certifications: Windows Specialist, Web Specialist, Linux Specialist, A+, Linux+, Network+, MCP Windows 2000 Pro/Server
● Superior communication & customer service skills, bilingual
● Detail-oriented team player focused on end-user support and success TECHNICAL SKILL HIGHLIGHTS
Operating Systems Microsoft Windows DOS – Win 7,8,10, Mac OS, iOS, Linux, Android, AS/400 Networking TCP/IP, Network Security, HTTP, SMB, Active Directory Languages Javascript, HTML, Java, Perl, SQL, COBOL, Visual Basic Hardware Apple, PC, Mobile, Printers (CUPS), Crestron, Tandberg, Polycom, Lifesize Applications Adobe Creative Suite, AirWatch, Azure, Blackboard, Camtasia, Confluence, CRM, Final Cut, Freshdesk, Intelligent Hub, Jira, Keynote, Kibana, ICOMS, Libre Office, LivePerson, MS Office, MS SharePoint, MS InTune, Mobile Iron, Moodle, Open Office, Pages, Premier, ServiceNow, Secure Hub, Slack, SnapEngage, Tandberg MCU, VEC, WebCT, Zendesk
PROFESSIONAL EXPERIENCE
Rugiet Health
Customer Care & Sales Representative Austin, TX 2022-2024 Provide excellent service to new and returning customers empowering them to take control of their health
● Analyze customer needs to find most efficient resolutions
● Contact prospects and existing customers for conversion and retention Key Achievement: Maintaining high rate of capture for new and returning customers resulting in high sales to generate revenue Environment: ZenDesk, Dialpad, Sharepoint, ClickUp, Compound Live Tangoe Austin, TX 2018-2022
Bilingual Service Desk Specialist
Offer phenomenal cellular device and service support while tracking issues and resolutions in multiple mobile device management platforms
● Diagnose, troubleshoot, and resolve issues for clients’ mobile devices, billing, and platform access
● Provide support via email and phone, tracking and completing tickets in a fast-paced setting Key Achievement: Resolving issues and maintaining relationships with customers and corporations Environment: ServiceNow, Mobi, Rivermine, Polycom, 8x8, Mobile Iron, InTune Spectrum Austin, TX 2017-2018
Video Repair Agent
Deliver outstanding customer experience while tracking issues and resolutions in ticketing and billing systems for leading cable provider
● Monitor, troubleshoot and resolve issues with cable services and equipment
● Neutralize escalated customer calls and provide comprehensive solutions Key Achievement: Consistently exceeding goals while providing fast, and efficient solutions for cable television customers Environment: Windows, Avaya, ICOMS, CSG, Aspect, Oracle Knowledge Management, Rio, SharePoint Natural Grocers Austin, TX 2017
Lead Cashier
Facilitate front-end operations of a health foods store, managing personnel, till status and grocery stock
● Coordinate cashier coverage, deposit, and money-handling tasks
● Merchandize front-end displays and maintain grocery stock Key Achievement: Expediting fluid front-end operations while remaining dynamic for seasonal and promotional needs Environment: IT Retail, SharePoint, Inventory Systems Golden Frog Austin, TX 2014-2016
Customer Service Representative
Support VPN and Usenet end-user software across multiple platforms and environments
● Diagnose and solve software and network issues in a fast-paced NOC
● Collaborate with administrators and users to provide quick, efficient solutions
● Document, via ticketing systems, defects and user pain points for escalation to QA Key Achievement: Maintaining quality of user experience while delivering high volume metrics in a rigorous technology support environment Environment: ZenDesk, SnapEngage, AWS, Digital Ocean, Virtual Box, Windows, Apple, iOS, Android, Linux, VPN, Cloud, Telnet, VoIP kgb_USA/ Conduit Global San Antonio, TX 2013-2014
Technology Support Agent
Provide technology support of fiber optic technology in a Tier II resolution call center for customers of Internet, TV and telephone services
● Troubleshoot issues concerning digital television, internet and telephone services
● Provide excellent customer service to callers in need of technology support
● De-escalate calls from customers with technology troubles in order to solve connectivity issues Key Achievement: Consistently receiving excellent and satisfactory comments from customers while maintaining exemplary call handling statistics across the continuum of service
Environment: Windows Active Directory, CoA Ticketing System, FTTP Troubleshooting System Texas A&M University System Interactive Video Conference Center, Health Science Center School of Rural Public Health College Station, TX 2005-2007 Audiovisual Specialist
Facilitate mixed-mode distance education via multimedia and teleconference by supporting faculty and developing courseware face to face and across the Web
● Interface with distant sites and local faculty & students in video conference distance education
● Maintain equipment and connectivity of Tandberg and Polycom Systems, schedule logistics for IVC facilities and backup recordings
● Website maintenance & modification, and troubleshooting for Mac OS and Windows faculty support Key Achievement: Transition distance education from VHS/FedEx to video teleconference and live streaming Environment: Tandberg, Polycom, Crestron, LifeSize, Blackboard, WebCT, Camtasia, Active Directory, Outlook, Mac Blinn College Academic Technology Bryan, TX 2003-2004 Audiovisual Technician (two departments)
Support teleconference systems for faculty and students in interactive video conference classes.
● Setup, maintain, troubleshoot, encode, interactive video conferences, satellite downlink and recordings
● Maintain MCU Tandberg systems videoconferences (packet switched IP network) and analyze data
● Support students and faculty in Help Desk environment for Distance Education and inventory check-out
● Develop instructional concepts, courseware, and host individual/group software trainings Key Achievement: Assist faculty in Distance Education during conversion and migration to Active Directory Environment: Tandberg, WebCT, Camtasia, Active Directory EDUCATION
Blinn College Bryan, TX 2005
Associate of Applied Science-Network Administration Associate of Science-Computer Science
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