Javiel Jolliffe
4807 Casa Bello St. San Antonio,TX
Summary
I am Experienced at leveraging skills in customer service and AWS to drive success, my tenure at Victory Capital Management showcased my ability to refine technical support processes and enhance customer relations. Recognized for tactical planning and problem resolution, I excel in environments demanding top-tier customer support and technical Knowledge.
Overview
14
14
years of professional experience
Work History
Senior Technical Support Analyst
Victory Capital Management
San Antonio, TX
11.2020 - Current
- Assisted in the technical support process refinement to improve customer service and support within the Technology team. (Assisted in the Conversion from Jira Service management to Service Now.)
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
- Helped locate areas where the company could save money by evaluating new technologies or systems that could replace what we used. (Assisted in Consolidating Zoom Business accounts saving our company $10,000 dollars a month.)
- Supported back-office processes to correct and complete specialized requests for members.
- Developed training materials and procedures or trained users in proper use of hardware or software. (Launched and created material for a Digital Signature Process with Exclaimer.)
Senior Guest Advisor, Manager
GameStop
San Antonio, TX
06.2017 - 03.2019
- Among the highest-performing stores in the San Antonio region. Helped make the store a prestige location.(Maintained being one of the best store locations for 3 months until i left.)
Information Technology - Cadet
United States Army
West Point, NY
06.2011 - 06.2016
- Organized schedules and roles for individuals to complete in order to meet the mission's needs.
- Tested faulty equipment to diagnose malfunctions using equipment and software through the application of functional operations and electronic systems.
- Performed briefs on mission plans, safety protocols, and other important matters to individuals and superiors.
Education
Customer Service Rep. Program W/ Focus On IT
Dynamic Advancement September 2020
San Antonio, TX09.2020
Associate of Applied Science - Network Administrator
San Antonio College
San Antonio, TX05.2020
Bachelor of Science - Information Technology
United States Military Academy
West Point, NYSkills
- MS Office
- Customer service
- Diagnosing issues
- Jira
- ServiceNow
- Customer relations
- Maintaining records
- Tactical planning
- Problem resolution
- Project Coordination
References
Name 1: Loren Del Toro
Number: 915-497-2981
Email: lmdeltoro@yahoo.com
Name 2: Delilah Santiago
Number: 210-722-0726
Email: delilahsantiago@sbcglobal.net
Name 3: Ismael Rivera
Number: 210-430-0168
Email: Ismaelriver104@yahoo.com
Affiliations
- Spent time volunteering with the Special Olympics.
- Helped organize numerous Community drives to help schools and those in need.
Timeline
Senior Technical Support Analyst
Victory Capital Management
11.2020 - Current
Senior Guest Advisor, Manager
GameStop
06.2017 - 03.2019
Information Technology - Cadet
United States Army
06.2011 - 06.2016
Customer Service Rep. Program W/ Focus On IT
Dynamic Advancement September 2020
Associate of Applied Science - Network Administrator
San Antonio College
Bachelor of Science - Information Technology
United States Military Academy
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