Jennifer Peeples
Vicksburg,MS
Summary
Self-driven and motivated Help Desk Technician experienced in providing technical support to the company's clients and colleagues, managing user accounts and providing excellent customer service. Possess great customer service skills, extraordinary teamwork skills, strong attention to detail and accuracy, and well developed time management abilities.
Overview
20
20
years of professional experience
Work History
Help Desk Level I
Lawelawe Defense
12.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Coordinated help desk and technical support services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Monitored Help Desk and responded to incoming tickets to address support needs.
- Logged support tickets and closed when issues were resolved.
- Used ticketing system ServiceNow (SNow) to manage and process support actions and requests.
- Documented support interactions for future reference.
- Compiled and accurately entered data for each customer encounter to record in system.
- Monitored system performance to identify potential issues.
- Passionate about learning and committed to continual improvement.
- Developed and updated Standard Operating Procedures (SOPs) for Help Desk.
Help Desk Tier I
Tripoint Solutions, LLC
05.2023 - 11.2023
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Relationship Banker
Trustmark National Bank
11.2022 - 05.2023
- Worked with clients to address and respond to client and partnership management issues.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
Tower Loan
08.2016 - 11.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Assistant Director of Child Development
Treasures Learning Center
05.2006 - 08.2016
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Coordinated help desk and technical support services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Monitored Help Desk and responded to incoming tickets to address support needs.
- Logged support tickets and closed when issues were resolved.
- Used ticketing system ServiceNow (SNow) to manage and process support actions and requests.
- Documented support interactions for future reference.
- Compiled and accurately entered data for each customer encounter to record in system.
- Monitored system performance to identify potential issues.
- Passionate about learning and committed to continual improvement.
- Developed and updated Standard Operating Procedures (SOPs) for Help Desk.
Education
General Education Diploma -
Hinds Community College
Vicksburg, Ms. 3918005.2005
Skills
- Closing Tickets
- Logging Support Tickets(SNow)
- Providing Customer Support
- Communicating with Clients
- Issue and Resolution Tracking
- Support End-Users
- Microsoft Windows and Office
- Developed Standard Operating Procedures (SOPs)
Timeline
Help Desk Level I
Lawelawe Defense
12.2023 - Current
Help Desk Tier I
Tripoint Solutions, LLC
05.2023 - 11.2023
Relationship Banker
Trustmark National Bank
11.2022 - 05.2023
Customer Service Representative
Tower Loan
08.2016 - 11.2022
Assistant Director of Child Development
Treasures Learning Center
05.2006 - 08.2016
General Education Diploma -
Hinds Community College