Enjoli Jennings
IT Support Specialist
Memphis,TN
Summary
Detail-oriented recent college graduate with a Technical diploma in IT Networking 4.0 GPA, with 2.5 years of work experience. Aiming to leverage academic experience and a proven knowledge of advanced technology, application development, and cellular communications to successfully fill the IT related role at your company. Frequently praised as results-oriented by my peers, I can be relied upon to help your company achieve its goals.
Overview
1
1
year of professional experience
6
6
years of post-secondary education
5
5
Certifications
Work History
Customer Service Representative
Xerox
Nashville, TN
08.2013 - 08.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Provided information regarding charge accounts and loyalty programs.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Managed high levels of call flow and responded to Phone related technical support needs.
- Fielded average of 500 inbound phone calls to deliver support and remotely resolve service issues.
- Installed security applications and devices and suggested additional security measures.
- Provided replacement files to customers missing data, media files, and software components.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Maintained familiarity with API and authentication mechanisms for supported products.
- Resolved system, hardware and telephone issues within hours, improving efficiency among departments.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and input commands to troubleshoot areas.
- Configured hardware, devices and software to set up work stations for employees.
- Performed server backups and changed and replaced backup tapes daily.
- Analyzed Hardware related issues to identify troubleshooting methods needed for quick remediation.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Associate of Science - Psychology
Tennessee State University
Nashville, TN 08.2010 - 05.2016
Technical Diploma - IT SUPPORT SPECIALIST
SouthWest Community College/ Generations Program
Memphis, TN 09.2021 - 11.2021
Skills
Project management
Help desk support
Troubleshooting
Remote desktop
Technical support
IT Strategy Defense Completion
Technical support
Systems administration
Infrastructure
Security
Customer service
Leadership
Data recovery
Mac systems
Hardware knowledge
Technical Analysis
Program installations
System upgrades
Self-Motivated
Basic Math
Time Management
MS Office
Data Entry
Infrastructure development
Wide Area Networking
Google Workspace
Critical Thinking
Route dispatch
Receiving support
Report preparation
Complaint resolution
POS systems expert
Recordkeeping strengths
Multi-line phone talent
Professional telephone demeanor
Administrative support
Technical Support
Creative problem solving
Certification
Bit and bytes of computer networking
Timeline
Bit and bytes of computer networking
11-2021
Google IT support certificate
11-2021
Google it support specialization
11-2021
It security dark arts
11-2021
Systems administration and infrastructure
11-2021
Technical Diploma - IT SUPPORT SPECIALIST
SouthWest Community College/ Generations Program
09.2021 - 11.2021
Customer Service Representative
Xerox
08.2013 - 08.2014
Associate of Science - Psychology
Tennessee State University
08.2010 - 05.2016