Jazmine R. Jones

My objective is to excel at the task at hand. I take pride in being diligent and compassionate, always looking to improve while securing a long-term position that will provide me with the ability to use my training, knowledge and skills, having the opportunity for career advancement. I thrive in fast pace environments and I truly believe that teamwork is the most important asset of a successful business.

        Experience Highlights

           12/2014-Current                                                    Enterprise Mobile/Honeywell               Plano, Texas

           Remote Service Desk Support

§      Worked with user with initial set up for Apple, Android, Windows and Motorola phones and tablets

§      Assisted clients with network and device setup for USPS, Bimbo Bakeries, UT C Mobility Group, Combined Insurance Group, Alaska Airlines, Brinks, Inventiv Health,  Kraft, UNFI, Con-Way, Carrier  and  Home Depot Support Desk

§      Process service request for repairs, onboarding, service outages, access and permissions

§      Troubleshooting hardware and software issues verbally and remotely with PDA’s,CN50, CV61, ES400 and Honeywell MDD scanners.

§      Handle incoming voice calls and incoming emails and voicemails

§      Worked within company systems like Parature, Ethos, Soti, Log Me In Rescue, Mobile Iron, Air Watch and Maas360 and logging tickets in share points

           4/2014-12/14   & 11/2015-01/2016                        CompuCom                                            Dallas, Texas

           IT Service Desk Support

§      Worked with user with initial set up for Apple, Android and Windows Mobility devices

§      Assisting user with troubleshooting Network/VPN connectivity issues based issues for AstraZeneca, Weight Watchers, DFA, Sunoco, City of Dallas, YMCA, Tyco

§      Process service request for repairs, onboarding, service outages, access and permissions and  Active Directory

§      Troubleshooting hardware and software issues verbally and remotely

§      Handle incoming voice calls and incoming emails overnight for Sunoco, Weight Watchers, DFA

§      Worked within company systems like Service Now, Remedy, Log Me In Rescue, Mobile Iron, Air Watch as well as ticket logging in share point

      6/2013-4/2014                                                        Samsung                                                Richardson, Texas

           Remote Support Specialist

§      Worked with customers to do initial set up with android mobility devices

§      Assisted customer and carriers with troubleshooting minor network device based issues

§      Troubleshooting connection, sync and filtering of Outlook emails and contacts

§      Serviced data transfer between android and mac systems

§      Troubleshooting hardware and software issues verbally and remotely

§      Proficient in connectivity with data and Wi-Fi setup

§      Processed payments for service request and provided education and status of  the tickets

§      Helped in new hire training Abe classes

§      Corrected in house and network system issues

          1/2012- 6/2013

                                          Bank of America                                

   Plano, Texas

         Home Loan Servicer

§ Assisted customer terms of their mortgage and loan information

§ Completed payments transactions and scheduling

§ Processed loan documents and service request

§ Input and update account information on existing accounts

1/2011- 3/2012                                              Sprint PCS                                                             Fort Worth, Texas

Customer Care Representative

§ Assisted customer with troubleshooting devices and network issues to reestablish dependable service

§ Completed payments transactions in addition to providing detailed explanations of billing inquiries

§ Rendered my expertise to management, assisting with new hire training classes

§ Elected as a coach, ensuring my team was aware of new procedural changes and provided assistance to my peers to improve the overall performance of the team

          8/2012- 12/2012                                            E-Tech                                              Dallas, Texas

         Help Desk/Sales Representative

§ Educated customers on product function and purpose

§ Helped customers with product selection that would fit their needs

§ Assisting in finding payment methods for product purchasing

§ Helped with locating products in last minute or short notice need

          1/2011- 3/2012                                               Sprint PCS                                          Fort Worth, Texas

         Help Desk Support Representative

§ Assisted customer with troubleshooting devices and network issues to reestablish dependable service

§ Completed payments transactions in addition to providing detailed explanations of billing inquiries

§ Rendered my expertise to management, assisting with new hire training classes

§ Elected as a coach, ensuring my team was aware of new procedural changes and provided assistance to my peers to improve the overall performance of the team

§ Proficient in VPN work and network monitoring as well as troubleshooting network

           7/2004- 1/2010

                Adventure Landing

   Dallas, Texas

         Party Planner

§ Trained new employees and work as an on- the- job instructor

§ Completed entire party duties including hosting, scheduling and performing all request from parties from time of check in to departure

§ Accessed and processed through outlook and Microsoft and excel

          3/2009- 10/2009

                 VXI Global Solutions

   Lubbock, Texas

         Help Desk/ Sales Representative

§ Created new residential and business accounts for Direct TV services

§ Provided assistance to existing customer in upgrading services, and equipment

§ Worked  initial set up and processing

          10/2007- 2/2009

                         Convergys

                 Lubbock, Texas

         Professional Help Desk Services Representative

§ Assist customers with concerns/questions related to Internet and digital phones services for Comcast cable

§ Deescalate calls and provide first time right customer service ensuring one call resolution

§ Provided customer service for an average of 70 calls per day, answering customer inquiries, solving

problems, and providing excellent customer service regarding their mortgage accounts

§ Proficient in troubleshooting network issues and system errors  for modems and adaptors

§ Guaranteed positive customer experiences and resolved all customer complaints and accurately while keeping the customers informed

§ Performed tasks based on existing operating procedures under close supervision or from detailed written procedures

§ Ability to communicate across organizational lines to foster teamwork

       Education

            2014                                                                       Richland College                                     Dallas, Texas

             Computer Technology getting my CCNA in Networking and Security, Certification in PC Support, Networking Security        and Programming, Helpdesk Support, Software Application Support and Personal PC Support

*received certification for Microsoft Word fall of 2014

           2011                                                                       South Plains College                                Levelland, Texas

Banking and Financial Support Services

           2007                                                                       Lake Highlands High School                    Dallas, Texas                 

Obtained High School Diploma , a part of the first graduating AVID class, member of girls service League, Youth and Government and student athletic trainer

        References