Technology Specialist
Resume:
Terence Jackson
Technology Specialist
Houston, TX 77096
**********@**.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Engineer
BPM Microsystems - Houston, TX
April 2019 to Present
• Troubleshoots software and hardware issues to assist customers in achieving end goals. Process includes reproducing reproducing software bugs and configuration issues
• Reports issues to engineering teams for review, diagnosis, and resolution
• Collaborates with team members throughout company to generate new ideas in improving customer experience
• Uses tools such as Salesforce to track and document issues for future reference, as well as communicate with customers and team members via email and chat. Customer support specialist
Conduent - United States
July 2016 to March 2019
• Supported customers with troubleshooting technical issues with products such as smartphones, desktops, tablets, as well as other accessories as well as answering questions and educating about products
• Use critical thinking and interpersonal skills to educate and assist customers in achieving their goals
• Work within a team environment to ensure the success and growth of each individual as well as the team as a whole in promoting the brand
• Skills used in role: Collaboration, teamwork, critical thinking, problem solving, customer service Data Integrity Specialist
Himagine Solutions - United States
February 2016 to April 2016
Responsibilities
To observe and update customer accounts within a large database for purpose of client record keeping.
Accomplishments
Contributed to maintaining integrity if data during process of systemic transition of customer accounts. Successfully help transition information within separate systems. Skills Used
Decision making
Judgement
Communication for purposes of reporting and resolving issues regarding process Field Service Technician
CompuCom - Rio Grande Valley, TX
October 2015 to December 2015
Responsibilities
Monitored storewide systems at several Lowe's home improvement locations. Used critical thinking skills to diagnose and troubleshoot problems with registers, printers, networks, and terminals.
Ensure that all wireless access points are working effectively Accomplishments
Ensured that all stores in my area were able to operate efficiently for employees, customers, and management.
Successfully help a proper transition of client's records within systems. Skills Used
Critical thinking
Problem solving
Communication
Help Desk Support
Mattress Firm Inc
February 2015 to May 2015
• Troubleshot system accounts, wireless networks, Windows operating system
• Utilized Help Star and Cherwell ticketing systems in order to collect and maintain information to assist in solving store related problems
• Utilized and supported Microsoft Dynamics AX
• Utilized Active Directory to manage system accounts
• Developed broad communication skills through working within a diverse corporate environment
• Learned how to integrate and customize new technologies for the company (Integration and customization of Cherwell system)
Help Desk Support
University of Houston-Technology Services & Support August 2010 to February 2015
• Troubleshot system accounts, wireless networks, Windows operating system
• Utilized AR Remedy ticketing system and Cisco IP phones for user support
• Helped integrate and perform maintenance on Microsoft Lync software, AR Remedy System.
• Developed communication and organizational skills through team building activities (problem resolution, researching new technologies)
• Utilized Live Chat for customer support via instant messaging
• Supported software such as Windows VPN, SPSS, EndNote, and MatLab
• Performed maintenance for printers around campus
• Increased overall productivity of organization by 15% as laptop technician and software specialist Counselor
Sehah Youth and Fitness Center
June 2008 to August 2010
• Coordinated and supervised 4 daily youth activities (weekly trips, educational lesson plans, exercise, and outdoor activities).
• Developed strong skills in motivating others and leadership by working with planning groups, sharing ideas in meetings, and helping to implement important changes within the organization. Education
Bachelor of Science in Computer Engineering Technology University of Houston
December 2014
Skills
• SQL
• Python
• Technical Support
Assessments
Technical Support — Highly Proficient
April 2019
Applying protocols to identify errors and solutions in order to maintain system function. Full results: Highly Proficient
Programming Fundamentals — Proficient
March 2020
Designed by engineering managers and real-world employers, this test gives you hard data points to evaluate technical competency.
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS
• Microsoft Excel, PowerPoint, Word, Outlook, Lync, Exchange
• AR Remedy system, Cisco telecom system
• Desktop setup (keyboards, mouse, monitors, docking stations, network)
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