Jaylyn Johnson
Robbins,NC
Summary
Results-driven and highly skilled technical support professional with a proven track record in providing exceptional customer service and resolving complex technical issues. Possessing extensive experience in troubleshooting telecommunications systems, Apple products, and Remote access equipment. I have consistently exceeded expectations in delivering comprehensive solutions to meet the needs of diverse clients. With a strong attention to detail, excellent communication skills, and a passion for problem-solving, I am adept at building positive relationships with customers while ensuring their satisfaction.
Overview
5
5
years of professional experience
Work History
CCTV Technician
Hydrostructures
11.2022 - Current
- Perform robotic telemonitoring inspections of sewer lines per NASSCO standards through use of robotic CCTV camera.
- Accurately observe, record and document conditions and report observations.
- Read and understood product manuals and blueprints.
- Personally operate and train others in the use and maintenance of CCTV equipment; trouble-shoot equipment malfunctions/problems.
- Operate CCTV truck and equipment involved in the maintenance, repair, and inspection of storm drains, wastewater collection, and other related structures and systems.
Technical Support Representative
Verizon
02.2022 - 01.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed over 45 consumer calls per day, while responding to online chat support.
Apple Advisor
Best Buy
04.2020 - 02.2022
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Sold over 1.2 Million Dollars worth of Apple Merchandise in 2022
Customer Service Representative
Harris Teeter
06.2019 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Cyber Security
Grand Canyon University
Phoenix, AZ05.2026
High School Diploma -
North Moore High School
Robbins, NC06.2019
Skills
- Document Organization
- Client Relationships
- Device Knowledge
- Preventative Maintenance
- Customer Preferences
- Troubleshooting Network Issues
- Collaborative Team Player
- User Support
- Desktop Support
Languages
English
Native or Bilingual
Timeline
CCTV Technician
Hydrostructures
11.2022 - Current
Technical Support Representative
Verizon
02.2022 - 01.2023
Apple Advisor
Best Buy
04.2020 - 02.2022
Customer Service Representative
Harris Teeter
06.2019 - 03.2020
Bachelor of Science - Cyber Security
Grand Canyon University
High School Diploma -
North Moore High School
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