Summary
Overview
Work History
Education
Certification
Timeline
Generic

Jennifer Julien

Rockville,MD

Summary

Dedicated customer service and support representative experienced working with customers over the phone, chat, and email to provide caring and solution-based service. Excellent at developing rapport, walking people through steps and helping others succeed. Experience in case management, CRM, and working across teams. Strong communication, organizational, and troubleshooting skills. B.S. in Cybersecurity Technology candidate. Adaptive, detailed oriented, and motivated to help others.

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 for fiber internet, TV, and voice services

• Troubleshoot connectivity and device issues (routers, Wi-Fi, extenders, set-top boxes)

• Apply TCP/IP and networking knowledge to diagnose and resolve network issues

• Use diagnostic tools such as ping, traceroute, and remote support tools

• Manage and document tickets, ensuring accurate tracking, updates, and SLA compliance

• Escalate complex technical issues to higher-level support teams

• Educate customers on device setup and network performance optimization

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.
  • Managed and documented cases through CRM systems.
  • 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, MD
05-2026

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

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