Chenelle Jones
Global Incident Manager
Jacksonville,FL
Summary
Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in customer service, troubleshooting and leading effective resolutions to incidents.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Global Incident Manager
Deutsche Bank
Jacksonville, FL
03.2019 - Current
- Handled high priority incidents (P3 and P2) with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Provide daily work direction to other incident managers, handle escalations and manage high priority issues.
- Send communications to a wide global audience of technology and business, giving details of the incident and progress update.
- Implemented website maintenance, content management, updates and security resource tutorials to assist end-user training.
- Modified existing code written in programming languages such as HTML and CSS.
- Quickly adapted training presentations for new hires to facilitate an easier onboarding process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Collections Specialist 3
Citibank
Jacksonville, FL
02.2018 - 03.2019
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Help Desk Analyst
Florida International University, Division Of IT
Miami, FL
08.2017 - 01.2018
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues by troubleshooting.
Software Developer Intern
Synechron Technologies
Sunrise, FL
12.2017 - 01.2018
- Utilized HTML, CSS, and Bootstrap languages to develop a responsive web resume and functional webpage
- Partnered with company mentor to learn best practices in software design
- Applied knowledge of SQL language to develop a relational database with appropriate attributes and adhering to given database
schema - Given JSON test data to insert into cloud MongoDB and perform specified queries on database
- Fashioned an e-commerce application utilizing the basic features of Angular framework
- Learned the fundamentals of software testing to design test cases to execute on our responsive web resume
Education
Bachelor of Science - Information Technology
Florida International University
Miami, FL 06.2013 - 12.2017
Skills
Technical Analysis
Remediation planning
Detail-oriented
Professional telephone demeanor
Troubleshooting
Solid knowledge of JAVA
Verbal & Written Communication
Timeline
Global Incident Manager
Deutsche Bank
03.2019 - Current
Collections Specialist 3
Citibank
02.2018 - 03.2019
Software Developer Intern
Synechron Technologies
12.2017 - 01.2018
Help Desk Analyst
Florida International University, Division Of IT
08.2017 - 01.2018
Bachelor of Science - Information Technology
Florida International University
06.2013 - 12.2017