SHARON JACKSON

***** ******* ***. ***** *****, La 70817 ·225-***-****

adm2ye@r.postjobfree.com · https://www.linkedin.com/in/sharon-jackson-29aa2051/

Objective

To obtain a position within IT to apply my customer service, data entry, analysis, report development, and troubleshooting skills.

Summary of Qualifications

Outstanding customer service skills and strong team player.

Over twenty years’ experience with inbound and outbound calls in a Call Center environment.

Very detail oriented with excellent research skills.

Worked with diverse groups of people in person and via phone.

EXPERIENCE

OCTOBER 2019 – PRESENT

RESERVIST EMERGENCY MANAGEMENT SPECIALIST (RECOVERY), DISASTER SURVIVOR ASSISTANCE SPECIALIST

The Department of Homeland Security (DHS) is calling on those who want to help protect American interests and secure our Nation. DHS Components work collectively to prevent terrorism; secure borders and our transportation systems; protect the President and other dignitaries; enforce and administer immigration laws; safeguard cyberspace; and ensure resilience to disasters. We achieve these vital missions through a diverse workforce spanning hundreds of occupations. Make an impact; join DHS.

When disaster strikes, America looks to the Federal Emergency Management Agency (FEMA). Now FEMA looks to you. Join our team and use your talent to support Americans in their times of greatest need. FEMA prepares the nation for all hazards and manages Federal response and recovery efforts following any national incident. We foster innovation, reward performance and creativity, and provide challenges on a routine basis with a well-skilled, knowledgeable, high performance workforce. Please visit www.fema.gov for additional information.

SEPTEMBER 2019 – JUNE 2020

TECHNICAL ANALYST I, atrium staffing Cox comm.

The Technical Analyst understands the business/project needs & works with Business Analyst to validate the business requirements and determine the system requirements. The Technical Analyst collaborates with the design teams to determine application, database, & other system impacts based on the requirements. The Technical Analyst works closely with other members of the technical teams to ensure all requirements are addressed in the solution design.

Works with Business Analyst to interpret customer and business needs and translate them into application, system, technical and operational requirements.

Engages and participates in projects/applications requirement sessions in order to ensure proper technical requirements are clearly documented, testable, and managed.

May works closely with business and boundary partners (Field Operations, Customer Care and vendors) to support application lifecycle from development through implementation.

Communicates technical and business aspects of work efforts between team members.

Determines impact on existing applications & databases based on requirements. Understands applications and systems and provides development input to architects/engineers during the analysis phase.

Provides project manager with time and resource estimates for technical requirements.

Works with technical team to ensure all requirements are addressed in solution design.

Coordinates with QA for testing new features and bug fixes to verify results are as expected.

Works directly with Development and QA teams to complete application implementations with minimal impact to customers.

Develops technical documentation, processes, installation procedures and service guides, application training information and may assist in the development of end-to-end documentation for various projects and supported products/applications

Participates in peer review of solution design documentation.

Reviews vendor documents as appropriate including detailed functional specifications, and file and field layouts and determines if vendor solutions meet Cox requirements.

Develops measurements and reports on key service-level metrics.

Possesses a clear understanding of the architecture standards, a high-level understanding of the business, and a deep understanding of respective domain architectures (business, information, application, technology)

Depicts the enterprise information conceptually, logically and physically

Identifies architectural implications of the business requirements

MAY 2019 – SEPTEMBER 2019

CUSTOMER SERVICE REPRESENTATIVE (CSR), sOCIAL SECURITY ADMINISTRATION

Assist the public by answering a wide variety of questions both in person and via phone.

Conduct interviews, investigate situations, and resolve issues.

Assess relevant information to determine ongoing eligibility for social security benefits.

Analyze a claimant’s benefit payment history.

JULY 2018 – FEBRUARY 2019

PRODUCT SUPPORT SPECIALIST I, atrium staffing Cox comm.

Provided first-tier technical support and resolution of internal and external customers/users using ICOMS and Voloview tools. Serving approximately 500 or more internal customers on a monthly basis.

Performed data analysis using appropriate tools and system transactions.

Analyzed, identified, and diagnosed faults and symptoms using established processes, scripts, and procedures; performed data analysis using appropriate tools and system transactions.

helps identify and analyze problem causes.

Resolved general customer concerns and resolved escalated customer issues expediently and accurately within documented timeframe. Recorded actions using Remedy Action Request System.

Maintained the house maintenance screen in the ICOMS data base for Virginia to ensure all information is added and correct for pre/new releases received from engineering; and update Optix for all CBS addresses entered in system.

Performed special projects as needed, to include Rate Increases, Cass certification, CGS Report, ACS Report, Incorrect Row Fees, TY to TH conversion, Fast Connect, Wireless serviceability and Node Hub Clean up.

Handle tickets in a timely manner accurately.

Address configuration set up for residential builds.

Ensure access point designation accuracy within ICOMS to enable activation and provisioning of all product offerings.

Proactively monitor and work incoming tasks and incidents logged into one of the work-flow tools or incident-management database system (e.g. UET KEYSTONE).

Identifies customers concerns and resolves or escalates customers issues expediently and accurately within documented timeframes.

MARCH 2008 – JUNE 2018

COMMCENTER SPECIALIST III, COX COMMUNICATIONS, BATON ROUGE, LA

Serves as a subject matter expert for Supervisors (e.g., to provide training, guidance and assistance to team members to successful service and troubleshooting tactics) and the CommCenter more broadly to improve the performance of individual specialist and the team and to enhance the customers experience.

Act as the primary point of contact for Field Operations Technicians and liaison between customers, Field Operations, External Business Groups, and Internal business groups; Coordinates and monitors customer appointments to ensure a timely and excellent customer experience.

Assists Technicians with troubleshooting of all residential and commercial products, equipment and requests for additional assistance, using all appropriate processes and procedures.

PC Use - Skill required to use a PC to enter, locate, manipulate, and/or store information; knowledge of basic WindowsTM operating system and Windows-based applications.

Problem Solving/Troubleshooting - Ability to systematically analyze a problem, collect and interpret relevant information, identify probable causes, and take or recommend appropriate action to solve the problem.

Produces Results – Focuses efforts on attaining clear, concrete, timely, and measurable performance outcomes. Sets high standards of performance for self and others and assumes responsibility and accountability for successfully completing work projects.

Quality Orientation - Accomplishes tasks correctly the first time, checks all details, completes work in a timely fashion and has self-imposed standards of excellence.

Scheduling - Assigns work or jobs considering the skills and availability of the assigned individual and the requirements of the assignment.

May perform work order audits as outlined by M&Ps.

Created M&P’s to assist with training of Cox Business and Residential peers.

Prepares special reports, compiling data from appropriate databases and a variety of other sources.

Participates in team meetings and individual meetings with Supervisor concerning own job performance.

Attends job-related training that may include initial training; refresher training; product, service, and customer experience updates; and cross training.

Reads new or updated reference material or announcements pertaining to construction schedules, outages, promotions, programming changes, specials, policies, and other Company business.

Provides mentoring and (on-the-job) training to other CommCenter Specialists.

Documents actions taken on each call in ICOMs (if required).

Maintains current, expert-level knowledge of all residential and commercial products.

Expert in Optix, Icoms, Bizview, TTQ, SOA, Homeview, Microsoft excel, UET, Remedy, Edgehealth, Vision tools,

APRIL 2006 – TO MARCH 2008

TECH SUPPORT AGENT, COX COMMUNICATIONS, BATON ROUGE, LA

Resolving service-related issues related to Cox Products including but not limited to, analog video, and digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.

Educates customer on customer own equipment such as PC, TV’s, VCRs, etc. Educate customers on use of browser, use of email, changing passwords and other member services features

Assists customer with reinstalling software, modem issue, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.

Effectively uses troubleshooting tools such as Edge Health, Polaris, DART and large customer database.

Resolves problems on the first call with a minimum of transfers, truck roll or test desk tickets by consistently improving personal technical knowledge and understanding.

Refers customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.

When necessary, schedules a service visit at the customer’s convenience.

Transitionally sells/presents additional Cox products to the customer.

Resolves questions/concern effectively and efficiently using active listening and personalizing techniques based on the customer’s needs.

Handles escalated calls from Tier 1 or de-escalated from Tier 2.5

APRIL 2003 – APRIL 2006

CORRECTIONS OFFICER, LOUISIANA STATE P0EITENTIARY, ANGOLA LA

Perform routine inspections on Inmates.

Maintain an accurate count of inmates in working cell block, dormitories, and work detail.

Supervise and work hand in with another Correctional officer.

Transported inmates to and from hospital trips, court trips, and other meetings.

Performed 12hr shifts in dorms, towers, cell blocks, and field hands.

Performed Clerical duties in Wardens Office.

Generate Memo and requisition letters to important individuals.

Maintained files generated weekly reports, pay charts and overtime pay hours.

Set up weekly meeting between Wardens and Correctional Officer.

Maintained weekly records on inmate visitation records.

Maintain control of equipment and files within the warden’s office while inmates are present.

Perform routine maintenance reports.

Transport Food and supplies to different out camps.

Transport Civilian works to and from ferry landing during low tide.

Perform routine inspections on Inmates.

Maintain an accurate count of inmates in working cell block, dormitories, and work detail.

Supervise inmates and work hand in with other Correctional officers.

Transported inmates to and from hospital trips, court trips, and other meetings.

Performed 12hr shifts in dorms, towers, cell blocks, and field hands.

Performed Clerical duties in Wardens Office.

Generate Memo and requisition letters to important individuals.

Maintained files generated weekly reports, pay charts and overtime pay hours.

Set up weekly meeting between Wardens and Correctional Officer.

Maintained weekly records on inmate visitation records.

Perform routine maintenance reports.

Transport Food and supplies to different out camps.

Transport Civilian works to and from ferry landing during low tide.

JANUARY 1996 – FEBRUARY 2003

MESS MANAGEMENT SPECIALIST, UNITED STATES NAVY, WASHINGTON DC

Operates and manage Navy messes and living quarters established to feed and accommodate Navy personnel: assist supply officers in ordering, storing, accounting for, and preparing food; maintains housing facilities.

Performs routing office functions; maintains files; perform receptionist duties; prepares and maintains personnel records; assists personnel in completing forms. Letters, and requests; operates office equipment; able to type reports and correspondence at 40 words per minute; prepares correspondence.

Coordinated divisional picnics while onboard my present command, and overseas functions, that were a great success. As administrative assistant I kept important records and obtained pertinent information VIA Executive Officer and Commanding Officer. As a member of the United States Navy, initiated and prepared and served over 5000 crew members on crews of several different countries

EDUCATION

JUNE 2016

BACHELOR OF SCIENCE TECHNICAL MANAGEMENT, Devry Downer Grove, IL

Skills for Professional Development

Business System

Total Quality Management

Employment Laws

Business Policy

Principles of Management

Data Analysis

Project Management

Structure Analysis & Design

Motivation & Leadership

Computer Information processing

Programming Concepts

Network & Telecommunications Concepts

Web Design & Development 1 & 2

X.M.L.

Java Programming 1 & 2

SQL for Business

Information Systems Security

UNIX

Windows Networking

Application Implementation

MAY 2005

ASSOCIATES DEGREE COMPUTER SCIENCE, remgington college baton rouge, la

Computer Hardware Repair Technician

Network Technician

Network Administrators

Network Engineer

LAN / WAN Technician

Internet / Intranet Specialist

Network Analyst

Troubleshooting Technician

JANUARY 1999

CHEF’S AT SEA PROGRAM, first coast technical institute, st augustine fl

Chef & Culinary

Chef’s at Sea program – E910100C.0113

Professional Management Development

SKILLS

Trained New dispatcher in Residential & Residential Dispatch Trained New dispatcher in Residential & Residential Dispatch

Created M&P’s to assist with the transition of the CommCenter

Military Damage Control Petty Officer

Military Firefighter Qualified

Surface Warfare Qualified

Master at Arms (Base Police Officer)

ACTIVITIES

In my spare time I am working my business SDJ SWEET TREATS, LLC. wear I am the owner. I am also an active member of Sigma Gamma Rho Incorporated were I volunteer in our many organization activities such as Operation Big Book bag, Soles for Little Souls, The march of dimes and other various activities.

Below I have listed all my achievements I’m most proud of.

- Member of Sigma Gamma Rho Inc. December 2018

- Owner of SDJ Sweet Treats LLC. March 2018

- Navy \ Marine Corps. Achievement Medal 1996 – 2003

- Navy “E”

- Navy Good Conduct Medal (1st)

- Navy Good Conduct Medal (2Nd)

- Armed Forces Expeditionary Medal

- Sea Service Deployment Ribbon

- Associates in Computer Science 2003 – 2005

- 100% Call Quality Assurance Award June 2007

- Excel I May 15, 2007

- How to Access Speed Preview October 18, 2007

- How to Activate Speed Preview

- How to Upgrade Speed Preview

- Polaris Enhancement: Speed Preview Overview Job Aid

- Customer Initiated Speed Preview Overview Job Aid

- Media Store and Share Product Overview December 08, 2008

- 2007 CPNI Rule Changes without Authentication December 08, 2008

- CPNI December 08, 2008

- Edge Health Overview March 22, 2009

- CDT Self Install 2.0 (CDT & CHSI Activation) January 26, 2010

- Residential Voice Mail Product Overview January 30, 2011

- Cox Service Protection Plan September 25, 2011

- Working with Packages November 12, 2011

- Cox TV Connect November 16, 2011

- Building a Culture of Inclusion of Leaders March 06, 2012

- Building a Culture of Inclusion of Employee April 24, 2012

- Ticketing Process for UHT and Tier 2 Support August 15, 2012

- Microsoft Office 2010 August 15, 2012

- Remedy Action Request System

- Optix

- Icoms

- Serviceability Live Chat

- MyWorld

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