Jockquas Baker
Arcadia,LA
Summary
Adaptable professional with extensive experience in providing technical support, troubleshooting hardware and software issues, and resolving technical challenges. Proficient in delivering exceptional customer service and training, with strong problem-solving and interpersonal skills. Demonstrated ability to quickly and accurately identify and resolve technical issues, with a steadfast commitment to customer satisfaction.
Overview
14
14
years of professional experience
Work History
IT HELP DESK TECHNICIAN
Tech Mahindra
12.2018 - 05.2022
- Provided Tier 1 and Tier 2 technical support to end-users, resolving hardware, software, and network issues remotely, achieving a 95% first-call resolution rate.
- Conducted regular system updates and security patches, ensuring compliance with company policies and reducing vulnerabilities by 30%.
- Assisted in the deployment and configuration of new hardware and software, ensuring seamless integration with existing systems.
RETAIL SALES ASSOCIATE
The Walking Company
05.2017 - 10.2018
- Assumed key holder responsibilities for leading national specialty retailer of high-quality, technically designed comfort footwear and accessories
- Assisted in revenue increase by meeting and surpassing company metric standards, relationship retailing, and cross merchandising.
QUALITY AUDIT ADMINISTRATOR
Community Bridges
10.2016 - 02.2017
- Identified incorrect coding, abuse, fraudulent billing practices, and processing errors in claims, communicating findings to stakeholders such as legal guardians, the Department of Economic Services, and the Attorney General's Office.
- Managed medical and behavioral health claims in accordance with state-specific insurance regulations for one of Arizona’s largest nonprofit providers of integrated medical and behavioral health care.
ASSISTANT STORE MANAGER
Champs Sports
06.2013 - 04.2016
- Assisted store manager for preeminent leader in the sports retail community with various management responsibilities, including the review of financial metrics, delegation of tasks to associates, and design of floor sets.
- Executed visual merchandising standards for company promotional campaigns to market products and help drive sales increases, which resulted in the store being ranked #1 in the local market in total sales.
STORE MANAGER
Pro Image Sports
04.2008 - 12.2011
- Assumed Store Manager responsibilities for a team of five employees at a national sports apparel and memorabilia franchise.
- Proactively resolved staff scheduling conflicts, conducted interviews, and managed the training and onboarding of new staff.
- Utilized statistical sales analysis to monitor and enhance the productivity of sales associates.
Education
HIGH SCHOOL DIPLOMA -
Grambling High School
Grambling05.2004
Skills
- Sales Experience
- Shipment Processing
- Data Entry
- Retail Merchandising
- Staff Training And Development
- Support Ticket System Management
- Help Desk Support
Timeline
IT HELP DESK TECHNICIAN
Tech Mahindra
12.2018 - 05.2022
RETAIL SALES ASSOCIATE
The Walking Company
05.2017 - 10.2018
QUALITY AUDIT ADMINISTRATOR
Community Bridges
10.2016 - 02.2017
ASSISTANT STORE MANAGER
Champs Sports
06.2013 - 04.2016
STORE MANAGER
Pro Image Sports
04.2008 - 12.2011
HIGH SCHOOL DIPLOMA -
Grambling High School