Alexus Jones
Hampton,VA
Summary
Adept at leveraging technical and customer service skills honed at Dell Technologies, I excel comprehensive background in troubleshooting, repairing and maintaining various technical systems. I am also skilled at diagnosing complex issues and providing effective solutions. Demonstrated ability to improve operational efficiency through innovative process improvements. Notable strengths include problem-solving, leadership skills and commitment to quality service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technician
Dell Technologies
Hampton, VA
06.2023 - Current
- Assessed equipment malfunctions using technical skills, troubleshooting abilities and diagnostic knowledge.
- Managed quality control and maintained high level of customer satisfaction.
- Provided remote support for customers experiencing technical difficulties with hardware or software products.
- Repaired, replaced, or upgraded defective parts using a variety of tools and testing systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Updated and maintained databases with current information.
- Documented all customer service interactions in the company's ticket system.
Operations Support
ASM Research
11.2022 - 01.2023
- Using Salesforce to research participant information as well as AWS
- Entering data in excel regarding personal documents being sent correctly from participants
- Confirming appropriate dates, signatures & names on beneficiary forms to be able to identify when beneficiary should be applied to the account
- Sending statements to participant’s mailing addresses as requested via Nuance, & documenting the type of documents requested
Customer Service Representative
Department of Education
Remote, VA
10.2022 - 11.2022
- Company Overview: ASM Research
- Assisted clients in providing loan information & confirming eligibility status for student debt relief
- Used various channels to obtain information via salesforce & NSLDS
- (National student loan data system)
- Provided navigation steps to clients when applying for debt relief & accessing FSA (Federal Student Aid)
- ASM Research
Participant Service Representative
ASM Research
Remote, VA
07.2022 - 10.2022
- Supported participants with processing and submitting loans and withdraws from accounts and assist with navigation of account setup
- Received inbound calls to resolve customer inquiries, assisting in resolving batch edits and errors, missing documents, and signature pages
- Logged cases and updated existing cases, to record each phone, email, or web chat communication with a customer
- All cases were logged in Salesforce
Call Center Representative
PSEG
Remote, NJ
12.2021 - 04.2022
- Communicated with customers, assisting with the setup of utilities, helping customers access their accounts, and processing payments
- Answered daily inquiries, 40+ inbound calls/day, while reaching an average talk time of six minutes or less
- Performed tasks such as assisting with start/disconnect service orders, order entry, order processing, and order tracking of products for appliances
- Maintained composure under stressful conditions when assisting with gas emergencies, power outages and other urgent issues
Customer Care Representative
Newegg
Remote, NJ
05.2021 - 11.2021
- Maintained a daily after call score of 90% by assisting customers with processing payments, helping with the compatibility of computer parts and following up with 3rd party sellers for parts available
- Helped customers with fraud orders, returns, refunds, claims & pre-orders for computer components
- Communicated with customers on various inbound channels to provide services to their accounts
Contact Tracer
Apex Systems
Remote
12.2019 - 05.2021
- Utilized Salesforce to inform residents of positive Covid -19 tests or exposure to the virus
- Provided information on resources that could be used during quarantine
- Scheduled COVID vaccine appointments for residents in the area
Dietary Aid/Clerical Administrator
Brooklyn Hospital Center
Brooklyn, NY
09.2013 - 11.2019
- Logged patient’s dietary restrictions and worked on meal tickets through multiple medical computer programs
- Shared best practices on how to interact with clients through different customer service techniques, resulting in the key safety and customer service quota being hit for the first time in months
- Pulled patient charts, looked over orders from the physicians, filled paperwork, and made calls to nurses or doctors regarding patient’s needs
- Organized files and recorded temperature logs for patients to ensure items were stored at the appropriate temperature
Education
IT Support Boot Camp -
Centriq Training
03.2023
High School Diploma -
Hillcrest Highschool
Queens, NY06-2011
Skills
- Service-Level Agreements & Compliance
- Enterprise Ticketing Software
- Cloud Services
- ConnectWise Manage
- Web-based agent desktop applications
- SAP
- Salesforce
- Newegg central 3
- CBORD
- Server and Network Device Configuration
- Hardware configuration
- Troubleshooting skills
- Troubleshooting and resolution
- Hyper-V Virtualization
- Microsoft 365 Administration
- Collaboration Tools
- Microsoft Office 365 products
- Troubleshooting
- Technical Assessment
- Technical Research
- Verbal Communication
- Written Communication
- Customer service
- Appointment setup
- Data entry
Projects
ConnectWise Manage Ticketing System, Applied technical knowledge of standard ticket flow process to analyze and troubleshoot client support needs. IT Infrastructure Overhaul, Researched a business development company’s background, current network, devices, and departmental needs to assess the overall current network status in anticipation for expansion according to their design goals.
Certification
- Information Technology Support Certification
Timeline
Senior Technician
Dell Technologies
06.2023 - Current
Operations Support
ASM Research
11.2022 - 01.2023
Customer Service Representative
Department of Education
10.2022 - 11.2022
Participant Service Representative
ASM Research
07.2022 - 10.2022
Call Center Representative
PSEG
12.2021 - 04.2022
Customer Care Representative
Newegg
05.2021 - 11.2021
Contact Tracer
Apex Systems
12.2019 - 05.2021
Dietary Aid/Clerical Administrator
Brooklyn Hospital Center
09.2013 - 11.2019
IT Support Boot Camp -
Centriq Training
High School Diploma -
Hillcrest Highschool