Customer Service It Support

Jerome D. Motley, Sr.

**** ***** **** ******, ** 27704

************.**@*****.*** 919-***-****

Professional Summary

Customer-focused professional with extensive experience in technical support, customer service, and administrative roles. Adept at troubleshooting, problem resolution, and providing high-quality service. Strong communication skills with the ability to build rapport and maintain client satisfaction. Skilled in IT support, order processing, and shipping operations with a keen eye for detail and efficiency.

Core Skills

·Customer Service & Support

·Technical Troubleshooting

·Helpdesk & IT Support

·Network Administration

·Order Processing & Inventory Control

·Communication & Problem-Solving

·ServiceNow & Ticketing Systems

·Microsoft Office Suite & Adobe

·Windows OS & Linux Administration

Professional Experience

Customer Service Representative

Temporary Solutions June 2023 – Present

·Identify and assess customer needs to ensure satisfaction.

·Build strong relationships through clear and open communication.

·Resolve customer inquiries via phone, email, and social media.

·Process customer accounts, maintain records, and follow up to ensure resolution.

·Adhere to company policies and procedures while providing high-quality support.

IT Helpdesk Support Specialist

ByLight IT Professional Solutions November 2019 – November 2022

·Provided Tier 1 technical support for hardware and software issues.

·Troubleshot and resolved issues related to scanners, computers, and printers.

·Assisted customers with password resets and software troubleshooting.

·Logged and tracked tickets using helpdesk software, escalating complex issues as needed.

·Updated knowledge base with common troubleshooting steps.

Live Online Mentor Instructor

My Computer Career November 2019

·Provided one-on-one coaching for students in IT coursework.

·Assisted instructors with delivering technical training to large class sizes.

·Monitored student progress and provided feedback to enhance learning.

·Used technology to facilitate instructional activities.

Shipping & Inventory Specialist

Duke University Press, Durham, NC November 1990 – March 2017

·Supervised and trained a shipping team, ensuring smooth operations.

·Installed and managed WMS inventory system and RF scanners.

·Conducted IT helpdesk support, including troubleshooting Windows OS and email systems.

·Processed and managed inventory, shipping, and receiving operations.

·Forklift certified, handling warehouse logistics and order fulfillment.

Education & Certifications

My Computer Career, Raleigh, NC

Information Technology Specialist Certification (2017)

Certifications: Windows 7, MTA Security, MTA Networking, MTA Operating Systems, LPI Linux

Technical Skills

·Operating Systems: Windows 7, 8, 10, Linux

·Networking: TCP/IP, LAN, WAN, DHCP, DNS

·Tools & Software: ServiceNow, Oracle, Adobe, MS Office Suite

·Helpdesk Support: Troubleshooting, Ticketing Systems, Remote Support

References available upon request.

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