Customer Service Information Technology

Janetta Shepard 832-***-****

Linux Essentials ****************@*****.***

Microsoft AI-900 Azure AI Fundamentals Houston, TX 77064

Information Technology Professional in pursuit of an opportunity in the IT field. Hold 20 years of dedicated customer service experience and am eager to apply skills and abilities in a technical environment focused on software and hardware support.

EDUCATION

Technical Diploma Information Technology Security & Administration MyComputerCareer 11/2024

Associates of Applied Science ITT Technical Institute 08/2002

TECHNOLOGY SUMMARY

Software: HTML5 JavaScript Notepad++ Linux & VMware PowerShell Active Directory Windows 7/8/10/11 Microsoft Firewalls Install VirtualBox

Hardware: RAM Hard Drives Motherboard Network Interface Cards & Processors Test Equipment Operation Disassemble & Reassemble desktop PCs Routers & Switches iMac MacBook Pro MacBook Air iPhone iPad Android/Samsung phones and tablets Windows laptops/desktops/servers Desktop printers Laser jet and inkjet printers 3D printing Customer Service/Support Computer Diagnostics & Repair Installation, Service & Repair

Additional Technical Expertise (cross functional): Wireless/Wired Networking TCP/IP, DNS & DHCP systems Network Standards & Protocols IPS/IDS Intrusion Prevention & Detection System Network Security and Monitoring Risk Assessment and Mitigation Cabling Installations Classless IP Addressing Troubleshooting

WORK HISTORY

Security Guest Services Shield Event Services 12/2022 - present

Troubleshoot technical issues related to scanning devices or software.

Operate handheld scanners, tablets, or kiosks to validate guest tickets.

Use digital access control systems to grant or restrict entry to secure areas.

Monitor and enforce event policies, ensuring guests comply with rules and regulations.

Maintain a calm and approachable demeanor while managing conflicts or escalated situations.

Package Handler UPS 10/2021 - 04/2023

Handled packages with care to minimize damage, ensuring customer satisfaction upon delivery.

Communicated courteously with customers who have questions or concerns about their shipments.

Assisted in basic troubleshooting of scanning devices, conveyor systems, or package tracking software.

Used handheld scanning devices to input, track, and update package information in the UPS logistics system.

Operated label printers and ensured packages are correctly labeled with accurate shipping and destination details.

Dispatch/Customer Service Agent Agero Roadside Assistance 08/2022 - 04/2023

Provided service of inbound calls for roadside assistance and other service requests.

Used scheduling and dispatch software to coordinate and assign tasks or deliveries to drivers.

Operated multi-line phone systems and email platforms to coordinate with field personnel and customers.

Identified and resolved scheduling conflicts or delays by communicating with customers and field personnel.

Assisted field staff with basic troubleshooting of communication devices, GPS systems, or mobile applications.

Administrative Secretary True Colors Neon 01/2019 - 11/2021

Maintained and processes all daily monetary transactions, billing, invoicing, cash handling, and payroll.

Maintain and update databases, spreadsheets, and electronic filing systems for efficient record-keeping.

Addressed client concerns or questions with empathy and efficiency, escalating complex issues to management.

Proficiently used Microsoft Office Suite and other industry-specific applications for documentation and scheduling.

Identified and troubleshot minor technical issues with office equipment (printers, scanners, copiers) and software.

Wi-Fi Technician Google Essential Solutions 02/2018 - 11/2018

Collected and interpreted drive test data/ Test and document data collection.

Installed/upgraded, commissioned, accepted, and integrated network equipment.

Assisted customers with technical recommendations on network support and resiliency.

Assisted Engineering personnel in modifying existing equipment parameters and configuration.

Planned, documented and implemented equipment changes requiring outages and multiple resource coordination.

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