Jacqueline Brown
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Information Technology SS III
Texas Health And Human Services
11.2022 - Current
- Diagnosed software issues and applied troubleshooting techniques to resolve problems.
- Used ticketing systems to manage and process support actions and requests.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Assisted with updating technical support best practices for use by team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Remote Technical Analyst
Gap, Old Navy
04.2021 - 11.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
Remote Technical Support Rep
ABCFitness
10.2019 - 04.2021
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Used ticketing systems to manage and process support actions and requests.
Remote Customer Services Agent
Amazon
03.2019 - 12.2019
- Answered incoming calls and chats from current customers and asked open-ended questions to determine needs.
- Established strong customer relationships, building recommendations and loyalty.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Researched issues with shipments, product damage and incorrect product amounts.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Education
Bachelor of Science - Information Technology
Columbia Southern University
Orange Beach, AL03.2019
Associate of Arts - General Studies
Columbia Southern University
Orange Beach, AL10.2017
Skills
- Application Support
- Remote Support
- Operating System Support
- End-User Training
- Hardware Diagnostics
- Software Installation
- LAN/WAN
- Ticket Support System Management
- Online Chat Support
- A Certification
- New Hire Training
- Training Material Updates
- Project Support
Certification
- Information Technology, Columbia Southern University - December 2017
- A+, CompTia - September 2021
Timeline
Information Technology SS III
Texas Health And Human Services
11.2022 - Current
Remote Technical Analyst
Gap, Old Navy
04.2021 - 11.2022
Remote Technical Support Rep
ABCFitness
10.2019 - 04.2021
Remote Customer Services Agent
Amazon
03.2019 - 12.2019
Bachelor of Science - Information Technology
Columbia Southern University
Associate of Arts - General Studies
Columbia Southern University
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