Customer Service Help Desk

Jessica Floyd

Little Elm, TX ************@*****.*** 469-***-****

IT Professional Summary

Enthusiastic and motivated IT professional transitioning into the tech industry with a strong background in customer service and hands-on experience in troubleshooting, mobile device support, and help desk operations. Passionate about leveraging communication, analytical thinking, and technical skills to deliver outstanding remote support and IT service.

Technical Skills

Windows OS, Linux (basic terminal use)

Basic DNS and IP configuration, understanding of TCP/IP

Ticketing systems, troubleshooting mobile devices

Basic threat assessment, apply critical security settings

Windows Command Line, Linux Terminal, Hardware diagnostics, PC component troubleshooting

Customer communication, problem-solving, time management, documentation

Education & Certifications

MyComputerCareer – Raleigh, NC (In Progress)

Studied courses in CompTIA A+, Network+, Security+, Linux Essentials, and Microsoft MS AI-900, MS AZ-900

Professional Experience

Hands On IT Experience

MyComputerCareer February 2025 – Present

Information Technology (Hands-on Training)

Implemented mobile solutions including laptops, tablets, and mobile communication.

Provided Wireless Network Support and installed, configure, and troubleshoot wireless access points.

Performed troubleshooting and resolved hardware and software technical problems in system elements after detailed analysis, including computer failures and software malfunctioning.

Monitored and administered IT systems regarding hardware replacements, upgrades, and new installations.

Repaired and replaced malfunctioning components in desktops, laptops, or mobile devices; installed, maintained, troubleshot, and uninstalled software, as well as peripherals.

Upgraded all components of desktops, and laptops, including hard drives, CPUs, memory, wireless network cards, and many other peripherals.

Customer Service Representative

Russell Cellular – Remote Oct 2024 – Dec 2024

Used ticketing system to document and resolve customer technical issues related to mobile devices.

Assisted customers with basic troubleshooting, scheduled device upgrades, and escalated complex issues appropriately.

Delivered a high-quality customer experience by guiding users through connectivity and usability problems.

Beauty Consultant

Mary Kay – Remote/On-Site Sep 2018 – Present

Educated clients on skincare using product demonstrations and consultations.

Organized and led virtual and in-person sessions, highlighting communication and presentation skills.

Massage Therapist

MassageLuXe – Little Elm, TX Apr 2007 – Present

Perform customized massage treatments to address client needs, relieve stress, and promote wellness.

Demonstrated excellent customer service through active listening and tailored wellness solutions.

Built long-term client relationships and tracked progress through follow-up consultations.

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