Customer Service

LaKeisha Jones

**** ********* **

Black Jack, Mo 63033

Home Phone 314-***-****

Email~ ***********@*****.***

Summary

To obtain a challenging career opportunity in a growth oriented company that will enable me to both utilize and enhance my extensive background and expertise, and to continue my goal of life learning.

Qualifications

Software experience includes: Visual Fox Pro, Visual Basics, GUI Applications, Visio, TCP/IP, Sigma, Safari, IRIS, Appsense, Remote Desktop Connection, Active Directory, ServiceNow, vSphere, Jarvis, Log Me In, Cisco Routers and Database Development, Ethernet and other networking protocols.

Operating System experience includes: Microsoft Desktop, Microsoft Network I and II, Linux, Red Hat, Fire Fox and Windows 95-2010, XP, NT and Vista and Mac.

Skills: Excellent customer service, strong verbal and written communication skills, attention to detail, flexible organizational skills, adaptability, engaging and educating the utilization for new applications, great team player, self-motivator, technical training, server and workstation rebuilds.

Education

2004-2006 IT-Computer Network Systems, ITT Technical institute, Associates Degree Earned

1999-2000 Computer Programming Courses, Missouri Western State College, 19 credits earned

1995-1999 High School Certification, Pattonville Sr. High, High School Diploma Earned

Experience

2016-2020 Information Technology Support Specialist, Centene Corporation

• Support multiple Centene, Fidelis and Healthnet employees with IT related needs

• Helped the support of the Healthnet and Fidelis merger.

• Preferred Trainer of new Service Desk Level 1 Support Specialists.

• Cross-trained peers.

• Created end user documentation.

• Supported company proprietary software and hardware.

• Daily communication with L2, upper management, and cross-functional teams regarding urgent issues requiring immediate action.

• Researched/Troubleshot complex IT related issues.

• Diagnosed and resolved Citrix, VDI and VPN issues.

• Complete training on new policies, software, standards and procedures.

2014-2016 Customer Operations Coordinator, Charter Communications

• Troubleshooting internet and phone repair issues.

• Inbound call center environment.

• Upselling internet and telephone services.

• Provisioning new equipment.

• Configuring phone equipment on various switches.

• Using Kana and IRIS to create trouble tickets.

2006-2013 Computer Support Technician, Directory Distributing Associates, Inc.

• Provide Technical support to end users within an adequate period.

• Tested and configured new computers for added staff including software and hardware installation.

• Developed and participated in corporate training for computer applications.

• Coordinated and Led the Corporate Management Hardware training.

• Traveling technical trainer through various states.

• Created technical documents to support hardware and software installation.

• Created systematic user-friendly documents for managers to easily understand the concept of certain applications.

• Ensure that DMS data files are uploaded and pulled accurately.

• Responsible for uploading IVR files monthly.

• Handled inbound and outbound calling for computer and data related issues.

• Used Track IT to document troubleshoot tickets.

• Communicate with managers via email, phone, remote desktop access or fax.

2003-2006 Secretary/Receptionist, C. Jones Wrecking & Trucking Co.

• Coordinated new hire training.

• Responsible for scheduling background checks and Drug testing to meet DOT and FMCSA regulations.

• Booked loads for freight hauling via the Internet.

• Dispatched employees to various locations on assignment.

• Organized files and reports, filing employee records, logbooks, DOT Audit and schedules.

• Contract review & negotiations.

• Compiled invoices for payment due and collected on past due accounts.

• General office and administrative work.

• Ensured E-Verify compliance for company.

2000-2003 Dispatcher/Meal Coordinator, Gate Gourmet

• Clarified the status of flight and transportation availability with various airlines.

• Tabulated meal accuracy via Internet Explorer.

• Coordinated the daily meals per flight schedule.

• Corresponded deadlines to meet the needs of airlines.

• Responsible for printing the driver’s daily routes.

• Dispatched drivers via Multi-line phone system, walkie talkies and Nextel Communicators.

• During both job titles, I conducted meal service accurately with excellent customer service

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