Customer Service Representative

Jermaine Gilbert Thompson

**** *** ******

Oberlin, PA 17113

Mobile: 717-***-****

Email: *****************@*****.***

Objective: A challenging career opportunity which would help me to utilize my academic background that assist me to gain experience, employ my excellent interpersonal skills, and enable me to make a positive contribution.

Entry-level IT professional with strong academic background

ACHIEVEMENTS, SKILLS, AND ABILITIES

• Proven ability to diagnose, troubleshoot, and resolve technical problems.

• Exemplary academic record.

• Quick learner with working knowledge of software, hardware, networking, operating systems, and security applications

• Outstanding communication skills; demonstrated background working well with students and co-workers in one-on-one and group settings.

EDUCATION

ITT Technical Institute

Harrisburg, PA

Associate Degree - 3/2011

Major: CNS - Computer Networking Systems

GPA: 3.75 out of 4.0

Wesley College

Dover Air Force Base, DE

Some College Coursework Completed

Major: Business Administration

GPA: 3.2 out of 4

TECHNICAL QUALIFICATIONS

Operating Systems:

Windows 2000/ME/XP/Vista, Linux/Unix, Windows Server 2003, Mac

Software Applications: MS Office 2007/2010 (Word, Excel, Power Point, Access, Outlook), Lotus Notes, Norton Utilities, Adobe Photoshop,

Citrix, AS400

Networking: LAN/WAN, TCP/IP, VPN

Languages: HTML, XML

WORK EXPERIENCE

Technisource 3/2011– Present

Mechanicsburg, PA

Help Desk Analyst I

• Answer calls and emails from internal and external customers, as well as address incident tickets which are submitted directly by the clients or via automation

• Provide an immediate resolution when possible, or reassign the matter to next level support when necessary

• Regardless of whether first level incident resolution is possible, I will capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress

• Monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met

HD Supply (Crown Bolt) 6/2006 – 3/2011

Carlisle, PA

Warehouse Assoc. II

• Load and unload trucks.

• Utilize a Radio Frequency (RF) Gun to input information.

• Move supplies, parts and components to and from receiving, shipping and storage areas.

• Pack and unpack boxes, cartons, crates, etc.

• Receive and examine incoming shipments.

• Analyze and record discrepancies.

• Verify information against invoices, orders, etc.

• Use system database to enter current billing information, correct any discrepancies, and verify specific information in the system.

Adecco

12/2002 - 6/2006

Harrisburg, PA

Material Handler/Warehouse Labor

• Loaded and unloaded trucks.

• Operated Material Handling Equipment.

• Physically inspected items to verify the items kind, count and condition

• Validated the product was correct per the shipment packing list.

• Entered the correct product information into database.

• Printed out the correct invoices per information entered in the receiving department’s database.

• Utilized Radio Frequency (RF) Gun to scan the location for specific products.

Verizon Wireless

6/2000 - 12/2002

Harrisburg, PA

Customer Service Representative

• Provided the very best service means.

• Handled numerous calls.

• Resolved any discrepancies in reference to billing or account.

• Assisted customers with obtaining the best service plan pertaining to their talk-time and other wireless needs.

• Addressed technical issues about our products.

• Processed documentation based upon customer requests.

• Educated customers in reference to pricing of phones, accessories, and various service plans.

• Communicated with various departments within Verizon Wireless to resolve certain issues that could not be resolved solely within the customer service department.

• Performed general office duties.

MILITARY TRAINING

I served 1 year and 5 months while in the United States Air Force as Inventory Management Apprentice.

SPECIAL SKILLS

Database Systems: AIMS Distribution System, CBIS, Vision Billing System, and AS400.

Office Machines/Hardware Devices: Computers, Laptops, Handheld and Cellular Devices, Notepad/Ipad, Routers, Switches, Copiers, Scanners, and fax machines.

Military Training: Lackland AFB Tech School, San Antonio, TX- Logistics training for Supply.

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