Technical Support Customer Service

CARL JONES

919-***-**** Raleigh, NC - ***** ****.*******@*****.***

SUMMARY

Results-driven IT Specialist with extensive experience in designing, building, and maintaining IT systems and networks. Skilled in Windows, Linux, and Mac OS X operating systems experience in systems management, network security, and technical support. Proven track record of troubleshooting and resolving technical issues, managing data security, and providing world-class customer service. Additionally, to add to my experience and expertise as a Senior Pastor with years of experience leading successful ministries, providing spiritual guidance and direction, and delivering inspirational sermons. Experienced in developing and executing strategic plans, building strong relationships, and managing budgets.

PROFESSIONAL SKILLS

Conflict Resolution

Sermon Preparation

Bible Teaching

Event Planning

Worship Leading

Public Speaking

Evangelism

Community Engagement

Preaching

Data Migration

HIPPA Confidential proficiency

Time Management

Experience With Various Programming Languages

Careful and Focused

Versatile Skill Set

Quick Learner

Strong Organization Skills

Outreach Ministry

Social Media

Discipleship

Ministry Administration

Spiritual Leadership

Group Facilitation

Pastoral Care

Team Building

Project Management

Culturally Competent and Aware

Microsoft Applications Proficiency

Optimum Customer Service

Analytic Tools Use

Professionalism

Media Relations

Strong Interpersonal Skills

WORK EXPERIENCE

Senior Pastor Nov 2022 – Present

The Lord’s Church Worship Center Raleigh, NC

Assisted in the recruitment and hiring of new staff members.

Coordinated and led Bible study sessions.

Developed and implemented a pastoral care program for members of the church.

Developed and facilitated seminars on topics related to spiritual growth.

Developed and implemented a youth ministry program.

Developed and implemented a mission program to serve the local community.

Established and maintained positive relationships with local community organizations.

Represented the church in local, regional, and national church conferences.

Developed and implemented a new outreach program for the church.

Successfully planned and facilitated weekly church services for a congregation of over 100 people.

Established and managed youth and adult education programs.

Supervised and mentored the church's staff.

Developed and implemented a strategic plan for the church.

Created and maintained church records and archives.

Provided pastoral counseling to individuals and families.

Provided spiritual guidance to members of the congregation and their families.

Prepared and delivered sermons on a regular basis.

Provided leadership and guidance to the church's board of directors.

Developed and maintained a church website.

Collaborated with other local church leaders to coordinate outreach activities.

Coordinated special events, including weddings, funerals, and baptisms.

Spearheaded fundraising efforts to support the church's mission.

Cultivated a diverse and inclusive worship environment, resulting in a rise in community engagement and participation.

Increased church attendance by 22% within one year through targeted outreach programs and community engagement.

Senior Product Quality Representative Nov 2016 – Nov 2022

Hill-Rom Cary, NC

Provided technical support to a leading worldwide manufacturer.

Developed and maintained positive customer relationships.

Researched, diagnosed, and resolved customer inquiries quickly and accurately.

Responded to customer inquiries in a professional and courteous manner.

Performed system upgrades and maintained system security.

Provided technical training and support to end-users.

Provided technical support to over 200 customers in resolving hardware and software issues.

Troubleshot and resolved network and hardware issues.

Provided remote and on-site technical support for customers.

Analyzed and resolved technical issues in a timely and accurate manner.

Assisted customers with technical support inquiries via phone, email, and chat.

Troubleshot and resolved technical issues in a timely manner, resulting in increased customer satisfaction.

Installed, configured, and tested hardware and software components to ensure proper functioning.

Provided technical assistance to customers via phone and email.

Diagnosed, troubleshot, and resolved technical issues in a timely and accurate manner.

Developed and maintained technical documentation and procedures.

Reinstalled operating systems and applications to resolve technical issues.

Provided technical support to customers via phone, email, and chat.

Assisted customers with software installation and troubleshooting.

Additional duties as needed.

Help Desk Support Specialist May 2010 – Aug 2016

Credit-Suisse Morrisville, NC

Provided technical assistance to customers and employees for software, hardware, and networking related issues.

Assessed and resolved technical problems in a timely manner.

Assisted in the setup and maintenance of servers.

Provided technical support for users in remote locations.

Assisted in the setup and maintenance of the Help Desk.

Trained users in the use of hardware and software applications.

Diagnosed and resolved hardware and software issues.

Evaluated technical support requests and identified solutions.

Responded to and resolved customer inquiries via telephone, email, and in-person.

Responded to user inquiries regarding computer software and hardware operation.

Tested and maintained system performance.

Installed and maintained computer hardware and peripherals.

Performed system security audits and repairs.

Assisted in the setup and maintenance of VoIP systems.

Installed and configured PC hardware and software, including operating systems and applications.

Updated, tested, and maintained computer systems and networks.

Created and maintained user accounts, passwords, and email accounts.

Monitored and responded quickly to user requests for assistance.

Developed, tested, and maintained software programs.

Implemented and maintained virus protection software.

Developed and maintained user training materials.

Configured and troubleshot networking issues.

Developed and implemented network security measures.

Built and maintained positive relationships with customers through effective communication.

Created user accounts, set up access privileges, and reset passwords for customers.

Developed and maintained a knowledge base of technical data for use by staff and customers.

Administered system backups and restorations as needed for customer inquiries.

Cultural Aware and Competent to work with diverse populations.

Additional duties as needed.

Help Desk Specialist May 2008 – May 2010

Glaxo Smith Kline, GSK Durham, NC

Built and maintained positive relationships with customers through effective communication.

Assisted customers with the installation and setup of new hardware and software.

Created user accounts, set up access privileges, and reset passwords for customers.

Developed and maintained a knowledge base of technical data for use by staff and customers.

Administered system backups and restorations as needed for customer inquiries.

Provided remote technical assistance for a wide range of hardware and software issues.

Maintained current knowledge of computer hardware, software, and operating systems.

Performed troubleshooting and diagnosis of technical problems to identify root cause and resolution.

Successfully resolved over 2,000 technical inquiries from customers in a timely and professional manner.

Provided technical assistance and support to customers in a friendly and helpful manner.

Provided technical support for internal and external customers.

Performed system maintenance and upgrades for customer inquiries.

Diagnosed and resolved network connectivity issues for customers.

Trained and mentored new Help Desk personnel on the use of customer service tools and software.

Utilized ticket tracking system to document customer inquiries and solutions.

Resolved escalated customer inquiries in a timely and efficient manner.

Participated in customer service training programs to stay up-to-date on best practices.

Over-time as needed.

Help Desk Technician Jan 2008 – May 2008

Affiliated Computer Services Cary, NC

Provided technical assistance to users with various hardware and software issues.

Resolved user inquiries and provided feedback in a timely manner.

Installed, configured, and maintained PCs, laptops, and other network devices.

Ran diagnostic programs to troubleshoot system issues.

Assisted with system upgrades and migrations.

Trained staff on proper use of hardware and software.

Provided first-level technical support for end-users.

Managed system update and patch deployments.

Assisted with server and storage maintenance.

Developed and maintained help desk databases and documentation.

Assisted users with installation and configuration of various software applications.

Monitored and responded quickly to system alerts and user requests.

Performed system maintenance tasks such as disk defragmentation and file system clean-up.

Diagnosed and repaired hardware and software components.

Resolved technical issues in accordance with established SLAs.

Configured network routers and switches.

Collaborated with IT team on projects.

Monitored system performance and identified potential problems.

Performed system backups and maintained system integrity.

Installed, configured, and maintained network equipment.

Additional Duties as needed.

EDUCATION

Associate of Science: Networking Security Management May 2007

ECPI University, Virginia Beach, VA

GED Aug 1998

Enloe High School, Raleigh, NC

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