Jamaal Baucom
Warehouse Supervisor
Loganville,GA
Summary
Tech-savvy Applecare Advisor bringing 5 years of hands-on experience providing thorough support and product resolution for customers. Systematic and hardworking individual with strong problem-solving and troubleshooting abilities. Skillful in managing call flow, installing software and modifying hardware. Recognized for exceptional, up-to-date knowledge of Apple technology and applications. Dependable Technical Support Agent with 5 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Warehouse Supervisor
Amazon
Stone Mountain, GA
12.2020 - Current
- Supervised loading and unloading of materials from incoming trucks.
- Monitored warehouse operations to ensure accuracy and efficiency.
- Maintained and updated inventory records accurately.
- Generated warehouse shipping documents, packing lists and invoices.
- Provided leadership to motivate staff members to achieve performance goals.
- Directed receiving, warehousing, distribution and maintenance services.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
Apple Technical Support Representative
Apple
Remote, GA
11.2020 - Current
- 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.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Patched software and installed new versions to eliminate security problems and protect data.
- Upsold products and services to increase company revenue 60% beyond targets
Customer Service Agent
Homecraft Gutter Protection
Loganville, GA
01.2016 - 11.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Resolved over 10,000 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Education
Bachelor of Science - Cyber Security
Georgia Gwinnett College
Lawrenceville, GA05-2026
High School Diploma -
Loganville High School
Loganville, GA06.2020
Skills
- Software Evaluation
- Microsoft Windows and Office
- Case Support
- Help Desk Support
- Customer Accounts Management
- Tracking and Documentation
- Troubleshooting Network Issues
- Diagnostic Tools
- Analytical and Methodical
- Defect Analysis and Resolution
- Technical Problem Solving
- Hardware Repair
- Data Recovery
- Incoming Call Management
- Mobile Device Repair
- Service Schedule Coordination
Timeline
Warehouse Supervisor
Amazon
12.2020 - Current
Apple Technical Support Representative
Apple
11.2020 - Current
Customer Service Agent
Homecraft Gutter Protection
01.2016 - 11.2020
Bachelor of Science - Cyber Security
Georgia Gwinnett College
High School Diploma -
Loganville High School