Jerrinie Culver
Newnan,GA
Summary
Highly motivated and detail-oriented IT technical support professional with nine years of experience. Proven track record of resolving technical issues by actively listening to customers and conducting thorough research. Exceptional interpersonal skills and a strong work ethic. Meticulous in recording information for clear communication with teammates.
Overview
16
16
years of professional experience
Work History
Software Support Specialist
NCR
Peachtree City , GA
06.2014 - Current
- Demonstrated remarkable expertise in handling large number of incoming and outgoing calls in an efficient manner.
- Analyze, troubleshoot, and repair USPS devices, including computer peripherals and mobile POS devices.
- Supported USPS customers having data connectivity issues, assisting with troubleshooting steps, and rebooting of hardware.
- Documentation and incident management using the USPS ServiceNow ticketing system, escalated issues as needed.
- Provided remote technical support for the United States Postal Service.
- Ordered replacement parts as needed
- Provided accurate and appropriate information in response to customer inquiries.
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched, and resolved customer service issues.
- Actively used USPS Directory User/Computer Account administration
- Collaborated with other teams to develop strategies for improving customer experience.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed root cause analysis to determine underlying causes of incidents.
Train Dispatcher Trainee
Norfolk Southern
ATLANTA , GA
03.2023 - 08.2023
- Maintain operational qualification, knowledge, and performance with scheduled trains, including their destinations, times of arrivals and departures, customer locations, and territory physical characteristics
- Gained knowledge of Norfolk Southern Operating rules and procedures to dispatch trains
- Recorded results of service calls to create report summaries for senior management.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Communicated with individuals within inbound call center setting to complete dispatch support
- Tracked changes in computer system to keep records current and accurate.
INDEX SPECIALIST
AFLAC
COLUMBUS , GA
11.2008 - 05.2014
- Accurately processed Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes
- Reviewed/identified transaction types ensuring information on incoming correspondence is for one policyholder, agent, and claim; routes to appropriate error/research queues if needed; and makes copies/archives.
- Utilized established guidelines/criteria to code documents; looks up policy/agent information; assigns medical codes, indexes accurate information
- Researched databases for documents with incomplete information; identifies information; and processes/forwards into workflow system.
Education
High School Diploma - Academic
East Coweta
2006
Skills
- Secret Security Clearance
- Teamwork and Collaboration
- Hardware Diagnostics
- Defect Analysis and Resolution
- Troubleshooting Network Issues
- Problem solving skills
- Customer Service Support
- Recording Support Tickets
- Willing to work non-standard business hours
- Technical Support
Secret Security Clearance
I have obtained my secret security clearance as of August 22,2024
Timeline
Train Dispatcher Trainee
Norfolk Southern
03.2023 - 08.2023
Software Support Specialist
NCR
06.2014 - Current
INDEX SPECIALIST
AFLAC
11.2008 - 05.2014
High School Diploma - Academic
East Coweta
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