JADON FRIESON

**** ********** ****, ***** ************, VA 804-***-**** adyp3f@r.postjobfree.com PROFESSIONAL SUMMARY

Detail-oriented administrative support team member offering solid background in office environments supporting efficient business operations. Accustomed to handling routine needs, as well as special projects, event planning, and travel arrangements. Devoted to team efficiency and promoting positive business relations. SKILLS

• Customer service • Team oriented • Follows policies and procedures

• Decision making • Paperwork management • Well organized

• Independent • Interpersonal skills

EXPERIENCE

Help Desk Technician - Part time / weekend May 2021 - Current Samsung Electronics Richmond, VA

• Implemented remote troubleshooting techniques to solve common software and hardware issues.

• Drafted SOPs for IT department procedures and distributed to appropriate personnel.

• Monitored and responded to tickets using Openspace system.

• Educated customers on simple methods to solve common software and hardware issues.

• Addressed and resolved routine user issues.

• Monitored user and group access management, leveraging strong knowledge of active directory users.

• Safeguarded data and network access through security-related support functions.

• Researched latest technology innovations to keep abreast with trend in digital transformation.

• Maintained detailed records of daily support activities and resolutions.

• Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software.

• Set specifications for new systems and updates, factoring in input from management, staff and users.

• Helped users via telephone to diagnose and triage problems.

• Read technical manuals and conducted computer diagnostics to investigate and resolve problems.

• Oversaw network and servers to detect discrepancies and issues. Sales and Service Specialist November 2020 - Current Fulton Bank Richmond, VA

• Avoided sales errors and delays by processing paperwork accurately and on-time.

• Assisted customers with selecting and purchasing products.

• Identified, screened and connected with prospects for consumer sales.

• Maintained adequate pipeline by checking sales leads daily and expertly following up on warm contacts. Fulfilled [Type] demand by building and maintaining successful client relationships and consistently delivering world- class customer service.

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• Tracked and managed leads with [Software] and used tools to leverage opportunities for growth and lead development.

• Achieved sales and retention quotas with use of established procedures and innovative methods.

• Offered guidance on installation and troubleshooting for customers requiring additional assistance.

• Minimized store thefts through strategic monitoring and customer observation.

• Secured consistent customer sales with knowledgeable, friendly support.

• Greeted customers and asked questions to assess needs. IT Support Specialist July 2020 - October 2020

U. S, Census Bureau Richmond, VA

• Oversaw daily performance of computer systems.

• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.

• Answered user inquiries regarding computer software or hardware operation to resolve problems. Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

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• Restored performance by completing basic repairs to hardware, software and equipment.

• Diagnosed and resolved technical hardware and software issues.

• Protected confidential customer information with consistent use of established security protocols.

• Set specifications for new systems and updates, factoring in input from management, staff and users.

• Supported team computer needs with skilled installation of devices, cables and software.

• Helped users via telephone to diagnose and triage problems.

• Met performance targets by guiding calls with excellent communication skills and decisive approach. Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements.

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• Accommodated wide-ranging customer experience levels by adjusting technical support strategies. Monitored deployed networks and escalated for dispatch when remote troubleshooting indicated multi-user impacts for identified problems.

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• Used Remedy ticket service, to track, resolve, and document help tickets.

• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures. Administrative Assistant May 2018 - June 2020

Liberation Church Richmond, Virginia

.Handled communications between staff and customers, including producing error-free correspondence and routing all mail.

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• Managed all clerical tasks for busy office with a large staff. Experience with Microsoft and excel systems

• Assisted with projects, including organizing physical and digital files for proper tracking and required record keeping

• Oversaw accurate accounts payable and receivable

• Organized and updated file systems, keeping records easily retrievable..

• Tracked finances, projects and schedules with diverse computer programs.

• Troubleshoot problems and developed successful solutions.

• Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.

• Protected company and customer data by consistently following policies.

• Helped team handle high-volume work by prioritizing tasks and organizing supplies.

• Served customers by going above-and-beyond to offer exceptional support for all needs.

• Updated office files daily and kept records organized.

• Assisted with projects, including organizing physical and digital files for proper tracking and required record keeping

• Coordinated successful conferences, meetings and special events, including catering and equipment setup. EDUCATION

Bachelor of Science in with a Major in Cyber and Information Security December 2024 South University, Richmond, Virginia

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