Customer Service Data Entry

DEVARIS LUPRIX’ JONES

*** ********* *****. **********, ** 36117

Phone: 334-***-**** * Cell: 334-***-**** * ********@*****.*** Network Management, Helpdesk Support, Customer Service, Leadership, Budgeting, Establishing Policies, Training, Data Entry & Analysis, Quality Assurance, and Microsoft Office Suite Experienced PC Technician with over 10 years of experience. Hands on experience troubleshooting network and desktop components. Performs all installations, upgrades and backups of software and hardware applications. Extensive experience in installing operating systems: Windows Vista, Windows XP, Windows 2003 Server Active Directory and Windows 2000. Installs Microsoft Suite: Word, PowerPoint, Excel, and Access. Remotely diagnoses and troubleshoots client workstations EDUCATION

University of Phoenix, Phoenix, AZ November 2010

Masters of Information Systems

Auburn University Montgomery, Montgomery, AL May 2006 Bachelor of Science in Liberal Arts

Solano Community College, Suisun, CA May 2000

Associate of Science in Computer Information Science JOB EXPERIENCE

World Wide Technology Feb 2023- Present

Server Support Technician is a senior position that performs tasks related to the repair of a variety of client products. Performs basic, moderately complex, and complex troubleshooting activities for desktops, laptops, Desk Side Support, ESF, and Servers. Interacts directly with clients to address technical issues and respond to them timely and accurately. Responsibilities

Provide customer support for designated equipment

Answer client questions in a professional manner

Accept and deliver all service calls assigned within the established service level for each client Meet established customer service satisfaction criteria as outlined in established guidelines and policies Complete all administrative tasks associated with each call as documented in established policies and guidelines

Complete real time reporting of all calls as documented in established policies and guidelines Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client

Ensure control of assets and inventory through prompt turnaround of parts and equipment as required by client service agreements

Report all time, mileage, and other requirements in an accurate and timely manner Understand all Safety policies and guidelines and works within the guidelines and policies on a daily basis Other duties may be assigned to meet business needs Additional requirements may exist if offer of employment is extended Montgomery Regional Airport

Airport IT Technician June 6- December 1 2022

● IT personnel in the installation, maintenance and troubleshooting of various technology-related systems. As a It technician I was to report to the It Manager for assigned task.

● I had the pleasure of remodeling the airport police department in setting up a command station which made t more up to date, with newer computer screens and software.

● Other duties around the airport was setting up new hire computers.

● Also helped aside airlines with troubleshooting issues with their computers.

● One of the biggest issues I resolved was fixing the gate issue that was done for several monts before I was hired on.

Assisted with networking issues as the network issues as it may go down due too old equipment ERS Solutions, Montgomery, AL September 2010- June 3 Customer Service Representative

● Answer incoming calls, greeting callers, providing information, and/or taking messages as necessary.

● Handles 100-120 calls per day from customers nationwide

● Determine and record how the caller heard about us, where they are located, and which location is most convenient for them.

● Obtain customer information such as their name, address, and phone number, and enter the information into a computer database system.

● Explain products or services, and answer certain questions from customers.

● Resolves customer complaints, multi-tasks and gives outstanding customer service Alabama Department of Public Health, Montgomery, AL November 2009- April 2010 PC Technician

● Tracked, prepared, and sorted H1N1 source documents

● Provided technical assistance to users that had trouble logging into to their workstations

● Installed hardware such as printers, modems, net cards and wireless devices

● Evaluate documented resolutions and analyze trends for ways to prevent future problems. HH GREGG Appliance and Electronics, Montgomery, AL October 2008- May 2009 Salesman/PC Technician

● Configured laptop computers for customer purchase

● Installed and preloaded software that presented difficulties to customers

● Performed all installations, upgrades and backups of software and hardware applications

● Troubleshot software and hardware failures and identified network problems when they related to PCs

● Initiated sales of appliances and electronics sold in the store DEVARIS LUPRIX’ JONES 334-***-**** * ********@*******.*** Resume Page 2 Alabama State Department of Education, Montgomery, AL March 2008 - July 2008 Data Entry Clerk/PC Technician

● Installed Microsoft Office Suite 2007 on users workstations to ensure they were up to date with the latest software

● Installed hardware equipment such as hardrives and printers that were available for the user

● Performed all installations, upgrades and backups of software and hardware applications

● Troubleshot software and hardware failures and identified network problems when they related to PCs

● Managed and provided high-level computers and administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings

● Prepared invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, and or presentation software

● Performed general office duties such as ordering supplies, maintaining records and performing basic bookkeeping

Auburn University, Montgomery, AL February 2006 – May 2008 Computer Operator/Systems Administrator

● Provided technical assistance and resolved hardware and software related issues for customers

● Trained new students as needed on campus standard operating procedures and deployment of equipment

● Led a team in the refresh of 3,500 campus workstations and laptops

● Successfully kept campus computers patched and loaded with current anti-virus software

● Created new processes to triage problems from simple user issues to complex conflicts

● Installed software and hardware on computers and laptops Wal-Mart, Montgomery, AL June 2006 –February 2008

Electronics Department Merchandise Manager

● Assisted the division manager by working with the divisional merchandise managers to strengthen market relationships and their knowledge of market trends, strengths and weaknesses to better ensure customer satisfaction and company profits

● Processed customer purchases including running customer credit checks and activating prepaid contract telephones

● Maintained 100% inventory accuracy and ensured the proper inventory level of merchandise by monitoring levels and following established ordering or replenishment procedures

● Managed and maintained accurate and competitive pricing of merchandise by assisting with price changes and following established guidelines

Auburn University, Montgomery, AL August 2003 – May 2005 Computer Lab Assistant/Helpdesk Manager

● Installed software and hardware on computers and laptops

● Assisted customers in resolving simple and complex computer issues

● Developed training manuals for users

● Assisted in managing IT services budget

● Trained users on user friendly software

● Implemented new process with remedy software to streamline help requests for over 6,000 users

● Troubleshot and repaired malfunctioning equipment

● Setup and configured new PC systems for end users

● Setup and connected network devices (i.e. printers, computers, scanners etc.) and applied patch management, anti-virus, back-up and recovery practices

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