Customer Service Cyber Security

Ulysees O Jones II

************@*****.***

Phone: 850-***-****

Education

Pensacola State College - Pensacola, FL

Associate of Business Degree – Spring 2018 - Fall 2020 Pensacola state college

BAS degree: cyber security- Spring 2023 – Fall 2026 Technical Skills:

MS Office Suite: (Excel/Pivot Table, Word, PowerPoint, Access, Outlook, Publisher, SharePoint, OneNote, Microsoft Teams, Skype)

Windows Operating Systems: (Windows 10, Windows 8, Windows 7, Windows Xp) Mac Operating Systems: (MacOS Catalina, MacOS Mojave, MacOS High Sierra, MacOS Sierra, OS X El Capitan)

Apple iOs: (iOS 11, iOS 12, iOS 13, iOS 14 etc iOS 18) Android Os: (Nougat, Oreo, Pie, Android 10, Android 11)

(BMC Remedy)

(Azure)

(Adobe Acrobat DC)

(Active Directory)

(Citrix Workspace)

(Server Manager)

(PowerShell)

(VMWare)

(Cisco AnyConnect)

(VDI)

Experience

Polo Ralph Lauren

Store associate

In store

10/06/18 -10/20/20

• Greet customers

• Pos for checking guest out

• Excellent customer service and vocal communication

• Use of iPad & iPods regularly for inventory

• Using excel to create speed sheets for back of house inventory pulling

• Pulling and Building organizing back of house

• Trouble shooting and fixing printing issues

Polo Ralph Lauren

Help Desk Support

Remote

10/30/20 – 04/28/23

• Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral).

• Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.

• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.

• Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily. Answering call from our client’s and walking them through troubleshooting issues.

• Verifying that the appropriate information has been filled out for creation of new client accounts and the deactivation of client accounts when terminating employment.

• Performing data migrations and backups of our client`s information when being issued new machines or re-imaging machines.

• Managing delegation rights, distribution lists, and content searches.

• Determining if equipment is covered by warranty or maintenance contract and processing accordingly.

• Developing and maintaining our customer service database for all service requests received and analyzing and assigning a control number to all incoming customer requests.

• Troubleshooting complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults.

• Performing installations and updates of software and hardware on a wide range of configurable information systems devices requiring diverse interfaces and device drivers in multiple operating system environments using a wide variety of hardware platforms. Track attendant lead

Fat daddies and the track

05/06/23- 3/10/25

• Supervise guest while they are on the rides and equipment

• help trouble shoot minor issues with arcade games or go karts

• Follow rules and make sure the rules are conducted and followed by co workers and guest

• Stand out doors or indoors for prolonged periods of time

• Customer service and help with adults and children Apple product demonstrator

GetMarketing

5/06/23 -10/1/23

• Knowledgeable on apple products

• Knowledgeable on recommendation for the perfect product for the guest

• Helping guest trouble shoot issues with current products

• Helping guest with questions about Microsoft software on apple products

• Inventory checking

• Making sure every demo unit and device is set up and working properly

• Updating demo software

• Setting up new demo devices

Samsung device brand representative:

Military sales services

10/17/23-11/17/2024

Here are some key skills you may have gained as a Samsung Brand Representative:

• Product Knowledge: Deep understanding of Samsung products, including smartphones, tablets, wearables, and home appliances, and the ability to explain features and benefits to customers.

• Sales & Customer Engagement: Proficiency in engaging customers, identifying their needs, and recommending suitable Samsung products to enhance sales.

• Brand Representation: Expertise in promoting Samsung’s brand image and values while maintaining professionalism and positive customer interactions.

• Customer Service: Strong customer service skills, addressing customer inquiries, resolving complaints, and ensuring a positive shopping experience.

• Technical Troubleshooting: Experience in assisting customers with basic product setup, troubleshooting, and technical support.

• Training & Education - Ability to educate both customers and retail staff on Samsung’s product features, promotions, and new releases.

• Merchandising & Visual Presentation: Skilled in organizing product displays, ensuring brand consistency and appealing presentation of Samsung products.

• Sales Reporting: Experience tracking sales performance, gathering customer feedback, and reporting results to management for strategic adjustments.

• Communication & Interpersonal Skills: Effective communication skills, building rapport with both customers and store staff to foster strong relationships.

• Time Management: Ability to manage time effectively across multiple stores or locations, ensuring all responsibilities are completed efficiently. Registered Behavior technician

Kaleidoscope Behavior

4/16/24- Present

• Applied Behavior Analysis (ABA) Techniques: Proficiency in using evidence-based ABA methods to improve client behaviors.

• Data Collection & Analysis: Skilled in recording, organizing, and interpreting behavioral data to track progress and outcomes.

• Behavior Intervention Implementation: Experience implementing individualized behavior intervention plans (BIPs) under supervision.

• Communication & Collaboration: Ability to effectively communicate with clients, families, and a multidisciplinary team, including supervisors and other professionals.

• Behavioral Observation: Expertise in observing, identifying, and assessing various behaviors in different settings.

• Reinforcement Strategies: Knowledge of positive reinforcement techniques to encourage desirable behaviors.

• Crisis Intervention: Experience in managing and de-escalating challenging behaviors safely and professionally.

• Ethical Compliance: Strong understanding and adherence to the RBT ethical code of conduct, ensuring client dignity and confidentiality.

• Adaptability & Patience: Ability to adjust strategies based on individual client needs and progress, while maintaining patience and consistency.

• Professionalism & Documentation: Experience in maintaining accurate records, session notes, and treatment documentation in compliance with organizational standards. Awards/Certificates:

Registered behavior technician

Test out net pro

Test out security pro

BLS certification

Contact this candidate