Service Representative Customer
Resume:
Jeffery Blackman
McKinney, TX *****
***************@***.***
Customer Service Representative
Professional Summary
Motivated and results-driven with 3+ years as an IT professional.
Constantly meet establish productivity, schedule adherence, and quality results.
Consistently awarded for performance for productivity and quality.
Experience utilizing Microsoft Word, Excel and Powerpoint
Strengths
Time management skills
Knowledge of job associated database
Software and documentation
Experienced Implementing Service Now
Problem solving skills
Strong technical aptitude
Trouble shooting skills
Quality Assurance
Product Implementation
IT Computer skilled and proficient
Verbal and listening skills
Training
Team Lead
Employment
VMG
IT Support Specialist 01/2024 – 1/2025
Support hardware, network, LAN/WAN environments
Provide support to end-users and monitor ticketing system
Work directly with team members on-site and remotely
Track user metrics and data, document processes, and procedures
New hire workstation set-up and onboarding
Work with vendors to evaluate and review hardware and software products
Cinemark
IT Help Desk 07/2022 – 12/2023
Working with users to set up desktop and laptop computers, installing company software and troubleshooting problems
Responsible for implementing, documenting and maintaining incoming tickets in Service Now.
Evaluating and testing existing networks and systems and performing regular maintenance to make sure that all the systems operate correctly
Check vulnerabilities for softwares in Defender system
Troubleshooting internet systems, local area networks, VoIP telephones and Wide Area Networks throughout the company
Using communication skills to coordinate with vendors to resolve technical issues with equipment and software
Providing regular maintenance for front-end users including replacing computer equipment, keyboards, memory, motherboards and other components
Providence Health & Services
IAM Operations Provisioning Specialist
Responsible for provisioning of access (the process of creating, maintaining, and removing user accounts to various systems)
Ensuring the right level of access at the right time.
Working under established guidelines, policies and protocols.
Ensure the proper access to all types of enterprise applications and data communications systems and services for each customer.
Work with mission-critical and sensitive data and systems throughout the course of daily work.
Provided customer support as well as 2nd level support to resolve access related issues.
Professionally represent the ‘Face and voice of IS’ in difficult situations.
NTT Data
Helpdesk Senior Associate June 2019- March 2021
Under general supervision, provide technical software, hardware and network problem resolution to customer end-users by performing question / problem diagnosis and guiding users through step-by-step solutions in a call center environment or in person at a client site.
Act as the initial or second-level contact for all end-users that need technical support.
Answering the help desk phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate.
Assist less experienced technicians with technical problems they encounter.
Clearly communicate technical solutions in a user-friendly, professional manner, assist junior and senior technicians.
Follow defined procedures and policies to resolve recurring tasks.
Escalate or involve senior technicians on more sensitive or complex end-user problems.
Perform related work as required.
Technical Capacity.
Problem Solving/Analysis.
Communicate Proficiently.
PFS Webb
Sr. Brand Service Representative January 2018- April 2019
Reviews and evaluates CSR phone, email, and chat monitoring records to ensure accuracy and consistency
Identifies weakness in performance or departmental procedures and suggests a course of action to improve these areas through trending and analysis
Provides constructive and timely feedback to rectify errors and to prevent further inconsistencies
Reviews quality assurance standards, studies existing policies, and gathers feedback to report to management
Suggest changes in policy and procedure based on results of data collected to ensure quality service
Daily interaction with floor supervisors, management, and client concerning retraining issues and policy changes
Facilitating weekly calibration sessions with clients and management staff
Participating in client tours
T Mobile Frisco, TX 2014-2015 (contract)
EIT Specialist
Work in a fast-paced call center environment to take incoming technical calls from customers.
Listen then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues.
Remotely configure and troubleshoot client's equipment or simply educate customers.
In the event the issue cannot be resolved, I would escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call.
Utilize multiple computers and databases to record of the results of my interactions.
Education Broom Community College 2010-2012
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