Carly Jackson Phone: 214.608.5884 Email: carlyjackson27@gmail.com

Address: 1810 John West Blvd Apt 249 Dallas, Tx 75228

 

Proficient Dispatcher and Technical Support Agent looking for growth and a challenging company. Desires and organization that motivates advancement, and rewards achievements.

Work Experience:

Siemens Monitoring-Irving, TX 75063

Emergency Dispatch Operator

April 2014-Jan 2015

·         Ensured the full completion of all commercial service & repair calls.

·         Responded within 10 minutes to any service or email complaint.

·         Recognized and prioritized service calls for immediate dispatch.

·         Provided assistance to other dispatch boards.

·         Remotely armed and disarmed doors to cutomer sites.

·         Remotely monitored customer sites using video surveillance.

·         Dispatched proper responding agencies.

·         Provided Operations team with information on equipment failures and outages.

ADT Security-Irving, TX 75063

Emergency Dispatcher Operator

August13-April 14

·         Provided excellent customer service to ADT’s clients

·         Handled alarm dispatches, service requests and general customer inquiries.

·         Placing necessary outgoing calls to verify an alarm.

·         Dispatched the proper responding authorities.

·         Notified responsible parties.

·         Assisted residential and small business customers with their needs.

·         Used established protocols and the computer‐aided dispatch system to evaluate the situation and take the appropriate actions.

·         Retrieved information from callers and transmited information to fire/emergency service personnel.

·         Followed prescribed protocols to provide emergency medical instruction to callers during high risk situations until appropriate field units arrive on scene.

·         Monitored and maintained the location and status of fire, emergency medical and other agency units in the field.

·         Operated various automated and/or communications equipment including computer assisted dispatch terminal; enters and retrieves data. Monitored and operated TDD/TTY to communicate with hearing‐impaired callers.

·         Maintained a positive customer service attitude at all times with the public, user agency members, co‐workers and supervisors.

Apple-Garland, TX 75042

Remote Technical Support Agent

May 13- Aug 13

·         Provided technical support to customers for all Apple iOS devices. ( i.e iPod, iPod Touch, iPad all generations )

·         Worked remotely from home.

·         Troubleshot all hardware, software, and warranty related issues.

·         Provided excellent customer service and 1st call resolution.

·         Noted and documented all accounts via iLog.

Metro PCS- Plano, TX 75024

NOC/Tech Support Agent

Oct 12-Feb 13

·         Provided technical support to Field Operations personnel during installation, re-configuration and repair of BTS equipment.

·         Assisted service providers and Network Engineers in the identification of system and transport network failures.

·         Provided routine maintenance administration, and also troubleshooting vital functions of the switching complex, including Voicemail, and Samsung 4G LTE and 3G EVDO.

·         Assisted in chronic issues in response of documentation of events, coordination of bridge calls and participation of resolving the issues.

·         Worked and closed remedy tickets for all provisioning issues.

T-Mobile- Frisco, TX 75034

Tech Care Agent

April 11- June 12

·         Answered incoming calls regarding handheld, and PDA technical support issues

·         Asked probing questions to get to the root of customer’s issues.

·         Walked customers through documented process to fix specific application issues.

·         Troubleshot with customers and ran diagnostic tests on devices to resolve customer issues.

·         Properly documented customer’s account.

·         Received monthly payments from customers via credit card or check.

·         Reviewed and changed rate plans for customers as needed.

Telvista-Farmers Branch, TX 75234

Tech Support Agent

December 10-March 11

·         Answered incoming inquiries, responding to customer questions and solved problems according to standardized procedures while maintaining a courteous manner.

·         Asked effective questions and gathered information to determine source of problems and customer needs.

·         Accurately captured all customer and issue related information in the proper database.

·         Walked customers through documented process of fixing their specific equipment and application problems.

·         Used product information, multiple client tools, client specific
reference materials, scripting, general technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer’s issues current with latest technology changes.

AT&T (U-Verse)-Dallas, TX 75249

Dispatch Coordinator

October 2008-June 2010

·         Liason between customer and technician

·         Verified the total number of drivers working each day and recommend if additional drivers are required based on workload.

·         Handled inbound calls from technicians, agents as well as customers concerning installation issues.

·         Routed daily jobs for technician based on workload and service areas.

·         Resolved all escalated customer complaints to 100 % satisfaction from customer.

·         Handled to executive appeals cases to the highest efficiency.

·         Maintained daily productivity standards.

·         Created orders for installation repair on case to case basis.

Dish Network-Farmers Branch, TX 75234

Sr. Dispatch Coordinator Specialist II

Sept 2001-January 2007

·         Ensured proper number of drivers working each day and recommended if additional drivers are required based on daily workload.

·         Ensured 100% completion of daily job quota.

·         Resolved all service and install escalations.

·         Ensured timely response time in all service, install and repair work orders.

·         Batched and routed jobs for installers.

·         Assigned contractors jobs for next day’s workload.

·         Handled all customer service as well as technical calls pertaining to custlighomer TV service.

·         Handled 2-way radio.

·         Trained new employees.

·         Supervised group of 12 dispatchers.

·         Assigned daily tasks to dispatchers.

 

   Skills:

·         Windows 98 & up

·         Mac

·         Ten key by touch

·         Typing 50 wpm

·         CSG

·         EConnect

·         Oracle

·         Remedy

·         Remote video surveillance

·         Android mobile devices

·         Apple iOS devices

Education:

2001 Graduated Lincoln High School Diploma

Currently Enrolled Richland College