Customer Service Information Technology

CHERI PIERSON

Ashtabula, OH ***** • 440-***-**** • ****************@*****.***

https://www.linkedin.com/in/cheri-pierson-435609231 • https://cpierson22.wixsite.com/cheri

COMPUTER USER SUPPORT SPECIALIST

PROFESSIONAL SUMMARY

Insightful Information Technology Specialist, Engineering Technology student with a certificate in Information Technology Essentials and a CompTIA A+ Certification to validate 10 years of experience troubleshooting technical issues and network connectivity.

Committed to providing premiere technical support and customer service.

Classroom knowledge and experience in automation and control, machine learning and configuration of operating systems.

PROFESSIONAL SKILLS

Engineering Technology • Customer Service • Troubleshooting • Product Management • Microsoft Office

Diagnostics • Software Installation • Hardware Installation • Upgrades • Technical Support • Service Now

PowerPoint • Microsoft Excel • Automation and Control • Configuration of Operating Systems

Industrial Internet of Things • Process Improvement • Machine Learning • Critical Thinking

Verbal and Written Communication

EDUCATION AND CERTIFICATIONS

DeVry University – Naperville, IL

Bachelor of Science in Engineering Technology Expected: 2024

Key Courses: Engineering Technology Fundamentals, Technology and Information Systems, Operating Systems, Digital Devices, Fundamentals of Information Technology and Networking, Fundamentals of Cloud Computing, Fundamentals of Information Security, Electronic Device and System, Automation and Control

Associate of Applied Science in Engineering Technology June 2023

Undergraduate Certificate in Information Technology Essentials April 2022

CompTIA Network+ Certification – Self-pace, Remote March 2023

CompTIA A+ Certification – CompTIA Tech Career Academy, Remote October 2022

PROFESSIONAL EXPERIENCE

United States Postal Service

Customer Service June 2012–Present

●Troubleshoot technical issues, such as installing new monitors in neighboring offices, fixing intermittent internet issues caused by faulty wiring, and print spooling issues

●Update and adhere to between 2-5 procedural documents regarding shipping logistics and safety using Microsoft Excel a week

●Work with other team members to provide the best possible outcomes for customers, which increased customer satisfaction and retention

●Oversaw $12,000.00 worth of stamp stock and scheduling clerks to work the window as Officer in Charge from February 2021 to March 2022.

●Used Customer 360 program, the USPS ticketing system, to resolve or elevate customer issues and concerns after thorough investigation. Serve an average of 150-300 customers a day

Accomplishments

●Received a 100% shop award for excellent customer service

●Awarded a certificate for bringing in $10,000.00 worth of Business Connection activity

●Took remote technical classes through USPS portal called HERO including:

1.Google Cloud Basics

2.CompTIA A+ 220-1001: Networking

3.Cybersafe Fundamentals for Employees

4.CompTIA Linux+ XK0-004: Introduction to Linux and the Command Line

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