Jalil H. Rasheed
Cincinnati,OH
Summary
Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive Technical and Cash Handling support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Highly skilled and experienced at offering Clients and Vendors easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products and services. Detail-oriented, organized, meticulous, dependable employee and candidate experienced at managing multiple priorities with a positive attitude. Works at fast pace to meet tight deadlines with a willingness to take on added responsibilities to meet team goals as I am an enthusiastic team player ready to contribute to the success of the company.
Overview
16
16
years of professional experience
Work History
Tier 2 Technical Support Agent
Fifth Third Bank Regional Banking Corporation
06.2013 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Submitted Implementation and Treasury Management request for active and potential Client accounts for interested in additional and or new cash processing solutions and mobile (technical) banking services.
- Resolved 24 to 30 technical support inquiries per day.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created support documentation (Intranet Resource Articles) and tools (Organizational Breakdowns for Clients and Escalation Contacts, InfoPath Templates, etc) that enabled front line agents to extend skills, leverage offline features when systems are under maintenance and to provide resolutions without requiring onsite assistance or escalation.
Banking Teller, ATM Teller and Vault Supervisor
The PNC Bank Financial Services Group - PNC Bank
02.2012 - 05.2013
- Complied with established internal controls and policies.
- Processed daily Vault, ATM and Teller Cashbox audits with zero error rate.
- Completed highly accurate, high-volume currency counts through manual and auto-verification methods.
- Identified cash handling needs and processed the appropriate transaction for each representative or line of business for cross-sell or service opportunities.
- Processed customer transactions promptly, minimizing wait times both at the Teller Station(s) and Drive-Thru.
- Handled inbound customer inquiries on banking products, such as checking and savings accounts, loans and lines of credit, etc.
- Established trust to help determine customer's financial needs and optimized sales opportunities, resulting in quality customer service (6 Sigma) and selling between 17-21 new accounts in 2 consecutive quarters.
- Identified improvement changes regarding key processes for internal controls, and cash handling and processing procedures.
Assistant Technology Coordinator
Kilgour Elementary School
03.2010 - 06.2010
- Debugged, troubleshot and diagnosed issues with network infrastructure, computers and peripheral devices.
- Resolved hardware failures by troubleshooting hard drives, diagnosing memory issues and checking power supply.
- Resolved wireless LAN and WAN connectivity issues through SIP Testing and Ethernet cable retipping, etc.
- Installed new hardware and software as well as oversaw maintenance of existing hardware and software to provide support for students and other users.
- Supported the Technology Coordinator in implementing various educational strategies to create conducive learning environment.
- Assisted with establishing course rubric and assignments, and managing student projects.
Campus Security Officer, Patrol Officer
Antonelli College, Patrol Incorporated
09.2007 - 03.2010
- Provided clients and citizens with courtesy services (security escorts, etc) to establish rapport and become a familiar presence in area and or on site.
- Monitored crowded public areas and events to mitigate risk and promote safety and patrolled designated areas on foot to identify security and safety issues.
- Conducted regular campus security patrols and handled incidents promptly to maintain overall safety for staff, students and visitors.
- Served as initial contact for campus visitors and students, and provided directions to specific buildings, offices, annexes or personnel and events.
- Utilized radio, telephone and other communications equipment to contact other on-campus personnel and external authorities.
- Notified police, fire department and emergency services of on-campus incidents.
- Supervised other campus security personnel and provided procedural and situational guidance.
- Participated in ongoing training and professional development programs to maintain updated knowledge of security procedures and technologies.
Education
Associates Degree - Information Technology
Antonelli College - Cincinnati
Cincinnati, OH03.2010
Associate Degree - Graphic Design
Antonelli College - Cincinnati
Cincinnati, OH03.2010
Highschool Diploma - High School Teaching
Colerain High School
Cincinnati, OH06.2003
Skills
- MS Office Proficiency
- Desktop Support
- Troubleshooting and Assistance
- Software and Hardware Evaluations
- Customer Support Needs Assessment
- LAN and WAN Assessment
- Data Connectivity
- Configuring Devices
- Hardware Upgrades
- Ethernet and Firewall Proficient
Timeline
Tier 2 Technical Support Agent
Fifth Third Bank Regional Banking Corporation
06.2013 - Current
Banking Teller, ATM Teller and Vault Supervisor
The PNC Bank Financial Services Group - PNC Bank
02.2012 - 05.2013
Assistant Technology Coordinator
Kilgour Elementary School
03.2010 - 06.2010
Campus Security Officer, Patrol Officer
Antonelli College, Patrol Incorporated
09.2007 - 03.2010
Associates Degree - Information Technology
Antonelli College - Cincinnati
Associate Degree - Graphic Design
Antonelli College - Cincinnati
Highschool Diploma - High School Teaching
Colerain High School
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