Jason Crook
Killeen,Texas
Summary
Logical, solution-focused networking IT professional with 10+ years of experience providing comprehensive technical support to clients and companies. Currently pursuing an Associate's Degree in Network Cloud Support and Cybersecurity while looking to utilize both education background and professional experience. Well-versed in cutting-edge technologies, to include Enterprise telecom operations, products, and systems.
Overview
8
8
years of professional experience
Work History
Enterprise Client Services Account Coordinator
Charter Communications, Spectrum
03.2023 - 08.2023
- Created Opportunities and Service Requests for the processing of upgrades, downgrades, and disconnects, as well as followed up on requests to ensure SLA times.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Managed multiple client accounts, ensuring accurate documentation and efficient communication for optimal results.
- Developed strong relationships with clients to understand their needs, leading to increased account retention and growth.
- Collaborated with internal teams to develop customized solutions for clients, resulting in improved service offerings.
Enterprise Client Services Representative II (Billing and MACD)
Charter Communications, Spectrum
05.2021 - 03.2023
- Enters multiple cases in order to assist client needs, to include credit cases, back-office cases (upgrades, downgrades, disconnects, etc) and finance cases for billing issues.
- Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Cross-trained and provided backup support for organizational leadership.
- Uses multiple online tools in order to research and locate pertinent information regarding customer accounts and billing.
SMB Repair: Technical Support Representative II
Charter Communications, Spectrum
06.2019 - 05.2021
- Uses diagnostic tools to address technical inquiries and get services running smoothly.
- Used ticketing systems to manage and process support actions and requests.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex, diverse range of technical problems through effective troubleshooting techniques across multiple systems and applications for customers across various time zones, enhancing the user experience.
- Understand the products and customers' sense of urgency in order to create a satisfying customer experience.
Line Operator
Reynolds Consumer Products Inc.
09.2018 - 06.2019
- Enhanced production efficiency by optimizing machine settings and conducting regular maintenance.
- Reduced downtime through proactive troubleshooting and implementing effective solutions to line issues.
- Maintained high-quality standards by performing regular quality checks on products throughout the production process.
- Collaborated with team members to achieve daily production targets and consistently meet deadlines.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
Temp Worker
Hawkins Personnel Group
12.2017 - 09.2018
- Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
- Exhibited excellent communication skills while interacting with clients, colleagues, and supervisors across different industries.
- Research, prioritize and resolve customer issues in timely and accurate fashion.
- Receiving and processing incoming stock and materials.
- Managing, organizing, and retrieving stock in the warehouse.
Technical Support Representative
Blackboard
12.2015 - 11.2017
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks.
- Diagnosing and solving hardware/software faults while troubleshooting system and network problems.
- Setting up new users' accounts and profiles, to include dealing with password issues while supporting the roll-out of new applications.
- Maintaining and utilizing a thorough, up-to-date knowledge of operating systems, networking, hardware, and software with excellent problem-solving skills.
Education
Associate of Applied Science - Network Cloud Support And Cybersecurity
Central Texas College
Killeen, TX12.2024
High School Diploma -
Copperas Cove High School
Copperas Cove, TX06.2009
Skills
- Knowledgeable in the following Applications: Zendesk, Salesforce, Remedy, Oracle, ServiceNow, Jira, VirtualBox, Kali Linux, AWS
- Expert in computer literacy, including Microsoft Office Suite and CRM software
- Ability to work quickly and successfully with sound judgement under pressure in a fast-paced work environment
- Ability to understand new concepts easily and learn new skills quickly
- Quick and adept in completing tasks assigned in a timely and satisfactory manner
- Exceptional written and verbal communication skills
- Excellent interpersonal and communication skills
- Proficient with the following networking services: VoIP Services, Voice Switching, GUI, CLI, OSI, Network Topology, TCP/IP, BGP, OSPF, IP Addressing, Subnets, WANs, LANs, VLANs, Scripting, DNS, Email Protocols, Virtualization, Cloud Computing
Accomplishments
- Achieved Rep II for both ECS and SMB.
- Assisted with team chat support and took escalation calls in ECS.
- Selected to assist with pilot program launches in ECS.
- Selected to assist other agents one-on-one to resolve issues in ECS.
- Assisted ECS leadership with technical issues arising with services and ordering.
- Assisted Back Office Team with entering Opportunities and Service Requests for cases.
- Assisted with team chat support in SMB.
- Best in Class Call in SMB.
Projects
- Created a network proposal for company expansion to include networking cables, drops, hardware and software, security, and timeline for completion, as well as cost analysis for computers, servers and cabling with a detailed diagram showing location of network devices and type of topology.
- Created a network able to be implemented within a school system utilizing the TCP/IP model with networking analogy, complete with diagram for topology locations and networking flow, routing, wireless capabilities, and VoIP services.
Timeline
Enterprise Client Services Account Coordinator
Charter Communications, Spectrum
03.2023 - 08.2023
Enterprise Client Services Representative II (Billing and MACD)
Charter Communications, Spectrum
05.2021 - 03.2023
SMB Repair: Technical Support Representative II
Charter Communications, Spectrum
06.2019 - 05.2021
Line Operator
Reynolds Consumer Products Inc.
09.2018 - 06.2019
Temp Worker
Hawkins Personnel Group
12.2017 - 09.2018
Technical Support Representative
Blackboard
12.2015 - 11.2017
Associate of Applied Science - Network Cloud Support And Cybersecurity
Central Texas College
High School Diploma -
Copperas Cove High School