Jerome R. Parkinson
Application Support And Development
Arlington,TX
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Success Agent
Hammer Corp
Arlington, TX
07.2023 - Current
- Created smooth onboarding processes to help new customers integrate with Hammer products and services.
- Connect to customer computer to configure third party applications to work with Hammer services
- Provide troubleshooting and resolution assistance with any issues during the On boarding process.
- Updated account information to maintain customer records.
- Participate in team meetings and training sessions to stay informed about product updates and changes.
Epic Clinical Application Support
Baylor Health
Dallas, TX
10.2018 - 01.2023
- Served as customer support assistant, fielding technical support concerns and guiding users through proper use of applications.
- Collaborated with upper management to drive strategy and implement new processes.
- Streamlined information systems, smoothing and simplifying processes to increase accuracy and ease of use.
- Tracking and documenting the appropriate information relating to customer request in Servicenow.
- Translated customer requests into software application solution specifications, appropriate to assigned tasks.
Credentialed PB Trainer
Health Texas Private Network
Dallas, TX
08.2016 - 09.2018
- Develop test plans, test design specifications, and test case specifications for new software features
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Introduced standardized training for cohesive learning environments.
Managed Service Specialist
NDivision
Carrollton, TX
04.2015 - 08.2016
- Provided comprehensive technical support services to support customers.
- Worked within Service Level Agreements, as dictated by contracts.
- Followed defined incident and problem management process to manage, resolve, and escalate requests.
- Maintained network connectivity of workstations, servers and network devices.
- Troubleshot hardware and software to determine and rectify network problems.
Service Desk Technician
CompuCom Inc
Dallas, TX
07.2013 - 03.2015
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Supports clients with iPad and iPhone configuration for company-based applications
- Followed defined incident and problem management process to manage, resolve and escalate requests
Education
High School Diploma -
Wilde Lake High School
Columbia, MD 05.2001 -
No Degree - Information Technology
National American University
05.2001 -
Skills
Excellent Communication
Multitasking Abilities
Problem-Solving
Active Listening
Application support
Customer service expert
Microsoft Active Directory
Microsoft Excel
Microsoft Office Suite
Additional Information
United States Air Force, May 01 - Jun 05
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Success Agent
Hammer Corp
07.2023 - Current
Epic Clinical Application Support
Baylor Health
10.2018 - 01.2023
Credentialed PB Trainer
Health Texas Private Network
08.2016 - 09.2018
Managed Service Specialist
NDivision
04.2015 - 08.2016
Service Desk Technician
CompuCom Inc
07.2013 - 03.2015
High School Diploma -
Wilde Lake High School
05.2001 -
No Degree - Information Technology
National American University
05.2001 -