Summary
Overview
Work History
Education
Skills
Timeline
Generic

JENNIFER DAWSON

Baton Rouge,La

Summary

Experienced help desk support professional skilled in resolving technical issues and ensuring user success. Proficient in utilizing help desk software to address inquiries and guide users through tools. Analytical and detail-oriented with a proven track record of reporting product errors and maintaining database records. Collaborative team player dedicated to enhancing processes and documentation, specializing in providing human-centered support to drive long-term engagement. Expertise includes identifying errors, updating databases, and sharing insights for feature requests. Thrives in fast-paced environments by managing priorities and enhancing support systems for exceptional experiences.

Overview

10
10
years of professional experience

Work History

SR. TECHNICAL SUPPORT ADVISOR

KELLY SERVICES
01.2020 - Current
  • Customer Support: Specialized in first-contact resolution (FCR) through establishing genuine connections and communication with customers, active listening, and step-by-step troubleshooting tailored to the user’s technical ability.
  • Incident Reporting: Used CRM tools to track case histories, customer interactions, and escalations while maintaining strict policy adherence and consistently exceeding CSAT benchmarks.
  • Technical Support: Delivered high-quality remote technical support to a diverse customer base, resolving complex hardware, software, and connectivity issues across multiple platforms and devices (MacOS, iOS, iPadOS, accessories) and services environments (creative media, media services and billing).
  • Data Security: Maintained a secure and confidential remote work environment in alignment with AppleCare standards for privacy and professionalism.
  • Team Support: Interface with other service departments to resolve customer technical and service issues: engineering, agreement administration, and other internal partners as needed
  • Tools: Apple proprietary systems, Microsoft Office Suite, VPNs, Multiple Database administration

ADVANCED REPAIR TECHNICAL SUPPORT AGENT

SUPPORT.COM Inc.
06.2019 - 01.2020
  • Customer Support: Support customers with appropriate issue resolution with managed services such as voice, internet, television
  • Incident Reporting: Document problems including detection information, diagnostic results and repair information by utilizing trouble ticketing systems, customer portal, and network monitoring tools
  • Technical Support: Responsible for technical support troubleshooting to identify and resolve advanced issues such as, broadband, WiFi, router, security, port forwarding, network outages and escalations were necessary, through managing enterprise tools and solutions
  • Team Support: Interface with other service departments to resolve customer technical issues: field service technicians, security assurance, and other internal partners as needed
  • Tools: Citrix Workspace, CSG/ACSR, Gateway access tools, Jira Ticketing Systems, Microsoft Office Suite, Network Access Control (NAC), Spark, VMware Horizon

SR. EHS SECURITY COORDINATOR

HIT PROMOTIONAL PRODUCTS
05.2015 - 11.2018
  • Access Control: Responsible for the designation, revocation, and reporting of security issues relating to access key cards of employees, staff, guests based on company credentials
  • Reporting: Inventory analysis and recording, maintain daily logs of visitors, reporting inconsistencies and risks to appropriate personnel
  • Security: Monitored video, intrusion detection systems, and vehicle access to ensure compliance with safety and security policies throughout Hit Locations (Florida, New Jersey, and Ohio)
  • Team Support: Coordinate consistently with EHS department, IT department, and HR department to ensure company compliance with appropriate access control regulations
  • Technical Support: Troubleshoot office equipment, software, hardware, and security systems
  • Tools: Genetec Security Suite, iAuditor, Jira Ticketing Systems, Microsoft Office Suite

Education

MASTER OF SCIENCE - CYBERSECURITY

University of South Florida
Tampa, FL

BACHELOR OF ARTS - PSYCHOLOGY

University of South Florida
Tampa, FL

Skills

  • Customer, Vendor, and Manufacturer support
  • Data Entry: Analysis, Recording, Inventory
  • Apple and Microsoft OS Support
  • Jira Ticketing System
  • Salesforce, Zoho
  • Microsoft Office and Google Suite
  • Media and Billing Support Systems

Timeline

SR. TECHNICAL SUPPORT ADVISOR

KELLY SERVICES
01.2020 - Current

ADVANCED REPAIR TECHNICAL SUPPORT AGENT

SUPPORT.COM Inc.
06.2019 - 01.2020

SR. EHS SECURITY COORDINATOR

HIT PROMOTIONAL PRODUCTS
05.2015 - 11.2018

MASTER OF SCIENCE - CYBERSECURITY

University of South Florida

BACHELOR OF ARTS - PSYCHOLOGY

University of South Florida

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