Summary
Overview
Work History
Education
Skills
Languages
Timeline
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JAMEL JACKSON

Summary

Logical, solution-forced IT Specialist adept in providing comprehensive technical support to clients and companies. Experienced in installing, maintaining, and providing support for computer systems and networks. Possess great communication abilities to convey innovative ideas to diverse audiences of varying technical expertise.

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

14
14
years of professional experience

Work History

IT Support Specialist

CDK Global
12.2022 - Current
  • Receive inbound customer inquiries via phone and email
  • Create case logs, recording information, establish resolution time, and escalate complex issues
  • Assess issues and establish a course of action to guide to timely resolutions
  • Troubleshoot problems for potential software/hardware issues by following CDK knowledge base
  • Performing outbound call for cases that are assigned to open queues

Product Specialist

Whoop Inc
01.2019 - 12.2022
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions from customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Answered inbound calls from customers about product features and resolved user problems

Lead Genius Technician

Apple Inc
08.2014 - 01.2019
  • Ensure that customers are seen at their designated reservation time
  • Utilized diagnostic tools to deliver complete and accurate solutions for iPods, iPads, iPhones and MacBook customers
  • Ensure that every Genius Bar interaction is an opportunity to educate customers on how to get the most out of their device
  • Maintaine accuracy in all supported systems so that they are used to process transactions
  • Develope personal product knowledge and provides education to the store team through individual/ team conversations
  • Presented all available service resolution options appropriately to address the customers issues and partners with a manager when necessary

Operations Specialist

Verizon Wireless
07.2011 - 08.2014
  • Worked in a high volume environment focusing heavily on customer service experience and post-sales support
  • Served as a point contact for technical support for all window computers, iPhone and android devices including training for new employees
  • Assisted with improving customer experience and reducing customer escalations
  • Achieved the highest attainment in accessory sales within the Customer Care team
  • Completed all service training to learn ways to enhance product knowledge, customer service experience and improve productivity
  • Facilitated wireless workshops to educate consumers on device usage and accessory enhancements
  • Performed daily duties including inventory count, customer call backs and operational reporting

Education

Bachelor of Science - Computer Science

LaGuardia Community College
Long Island City, NY
03-2005

Skills

  • Team Collaboration & Leadership
  • Knowledge of Digital Performance Metrics
  • IT Security
  • Project Management
  • System Installation & Management
  • Knowledge of the ITIL
  • Technical troubleshooting
  • Works Well Under Pressure
  • Customer engagement
  • Operational efficiency
  • Technical support
  • Product launches
  • Multitasking and organization
  • Microsoft outlook
  • Software installation
  • Written/Verbal communication
  • Remote support
  • Troubleshooting
  • Ticket management
  • Network diagnostics
  • Customer service
  • Issue troubleshooting
  • Service support
  • Outstanding interpersonal skills

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

IT Support Specialist

CDK Global
12.2022 - Current

Product Specialist

Whoop Inc
01.2019 - 12.2022

Lead Genius Technician

Apple Inc
08.2014 - 01.2019

Operations Specialist

Verizon Wireless
07.2011 - 08.2014

Bachelor of Science - Computer Science

LaGuardia Community College

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JAMEL JACKSON