Jennifer Julien
Rockville,MD
Summary
Experienced with resolving customer inquiries efficiently and effectively. Utilizes strong communication skills to ensure customer satisfaction. Track record of adaptability and teamwork in dynamic environments. Strong skills in network management, cybersecurity, and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Fiber IT Support Analyst
Verizon
Rockville, MD
01.2026 - Current
- Provide Tier 1 technical support to fiber internet customers by troubleshooting connectivity issues and guiding users through network diagnostics.
- Assist customers with router configuration checks, password resets, and basic VPN troubleshooting.
- Run diagnostic tests (ping, traceroute) to identify service disruptions and determine appropriate escalation pathways.
- Document customer incidents, troubleshooting steps, and resolutions in internal ticketing systems.
Student Support/Service Associate
Pearson
06.2025 - 10.2025
- Provided account support and course placement for students while ensuring compliance with FERPA.
- Delivered professional customer service to students by addressing concerns and ensuring a positive support experience.
- Logged and tracked requests in IssueAware ticketing system.
- Resolved account-related issues and maintained accuracy.
- Remote
Customer Support Representative
Veteran's Affairs
10.2024 - 04.2025
- Provided high-quality customer service to veterans, responding with empathy and accuracy.
- Delivered Tier 1 support for VA services and escalated cases to Tier 2.
- Used Salesforce CRM to document and manage service requests.
- Explained VA processes clearly to clients, ensuring understanding and satisfaction.
- Remote
Customer Support/Service Representative
GetInsured
06.2023 - 02.2024
- Assisted clients with health insurance enrollment and account troubleshooting.
- Reset passwords and resolved account issues via phone, email, and chat.
- Consistently delivered excellent customer service, achieving positive feedback from clients.
- Handled high call volumes while maintaining strong customer satisfaction.
- Remote
Front Desk Agent
Massage Envy
Springfield, PA
11.2021 - 11.2022
- Provided friendly and attentive customer service to members and guests, contributing to client retention.
- Scheduled appointments, managed client accounts, and processed payments using Meevo POS.
- Trained new staff on best practices for customer service and system use.
- Resolved front-line customer concerns quickly and professionally.
Education
Bachelor of Science - Cybersecurity Technology
UNIVERSITY OF MARYLAND GLOBAL CAMPUS
Adelphi, MD05-2026
Skills
- IT Support & Help Desk: Ticketing systems (IssueAware, Zendesk, Optix), Amazon Connect (AWS), account management, password resets, troubleshooting
- Systems & Networking: Windows OS, macOS, Microsoft 365, VPN access, network diagnostics (ping, traceroute, VPN)
- Cybersecurity (Academic): Security principles, identity management, compliance awareness, risk analysis
- Tools & Software: Salesforce CRM, Meevo POS, Microsoft Office (Word, Excel, Outlook, PowerPoint), Google Workspace, Slack
- Process & Operations: Queue management, documentation, reporting, return processing, workflow improvements
- Customer Support: Phone, email, and chat support; conflict resolution, active listening, clear communication, client retention
Certification
- Google IT Support Professional Certificate
- CompTIA A+ (In Progress)
Timeline
Fiber IT Support Analyst
Verizon
01.2026 - Current
Student Support/Service Associate
Pearson
06.2025 - 10.2025
Customer Support Representative
Veteran's Affairs
10.2024 - 04.2025
Customer Support/Service Representative
GetInsured
06.2023 - 02.2024
Front Desk Agent
Massage Envy
11.2021 - 11.2022
Bachelor of Science - Cybersecurity Technology
UNIVERSITY OF MARYLAND GLOBAL CAMPUS