Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Chester Jolley

Rockwall,TX

Summary

Seasoned Senior Technical Support Specialist with background in managing complex technical issues, troubleshooting software problems, and improving operational efficiency. Notable skills include strong analytical abilities, deep understanding of IT infrastructure, and adeptness at customer service. Previous roles highlight success in enhancing system performance, ensuring user satisfaction, and contributing to team-oriented solutions.

Overview

39
39
years of professional experience
1
1
Certification

Work History

Sr. Technical Support Specialist

Federal Express
Plano, TX
06.2020 - 11.2024
  • Offered troubleshooting services for clients using telephonic and email communication.
  • Maintained customer accounts in a CRM system to track customer interactions.
  • Assumed remote control over customers' computers when necessary to resolve problems.
  • Maintained positive working relationship with fellow staff and management.

Technical Support Specialist T2

Federal Express
Plano, TX
06.2015 - 06.2020
  • Monitored service orders to completion and closed service tickets.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Technical Support Representative

Federal Express
Plano, TX
02.2011 - 06.2015
  • Served as first point of contact for incoming technical service calls and emails.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Maintained positive working relationship with fellow staff and management.

Billing Specialist

Federal Express
Plano, TX
02.2005 - 02.2011
  • Assisted in developing strategies for improving collections processes.
  • Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.

Customer Service Call Center Supervisor

Metro One Communications
Dallas
05.2000 - 02.2005
  • Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Documented detailed reports of daily activities within the call center environment.
  • Established strong relationships with customers through active listening and problem solving skills.

Aircraft Maintenance Technician

US Army
Colorado Springs, CO
01.1986 - 01.1989
  • Researched, read and interpreted technical manuals and guidelines before inspections, installations and repairs.
  • Performed maintenance services such as lubricating components.
  • Used specialized tools such as torque wrenches and micrometers for precise measurements.
  • Disassembled and inspected engines and components for wear, breaks or other deficiencies.

Education

Bachelor of Science - Geology

Texas A&M University
Commerce, TX
12-1983

Skills

  • Desktop support
  • Advanced troubleshooting
  • Hardware diagnostics
  • Technical documents comprehension
  • IT security management
  • Network administration
  • Incident management
  • Technical issues analysis
  • Application installations

Accomplishments

  • Multiple awards in customer service support from managers

Certification

  • CompTIA A+ completed in 2011

References

References available upon request.

Timeline

Sr. Technical Support Specialist

Federal Express
06.2020 - 11.2024

Technical Support Specialist T2

Federal Express
06.2015 - 06.2020

Technical Support Representative

Federal Express
02.2011 - 06.2015

Billing Specialist

Federal Express
02.2005 - 02.2011

Customer Service Call Center Supervisor

Metro One Communications
05.2000 - 02.2005

Aircraft Maintenance Technician

US Army
01.1986 - 01.1989

Bachelor of Science - Geology

Texas A&M University

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Chester Jolley