Summary
Overview
Work History
Education
Skills
Certification
Timeline
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JERRY ROBERTS

JERRY ROBERTS

HAMPTON,VA

Summary

Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Engineer

NCR
10.2011 - Current
  • Explained complex technology-related issues in understandable terms to customers.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Trained customers to use and maintain equipment to reduce service issues.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Answered incoming support inquiries via chat, phone and email.
  • Established empathy with customers through insight into business drivers and expectations to offer personalized service.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
  • Used remote diagnostic tools to identify sources of certain customer issues.

ATM Technician

Mount Vernon Money Center
05.2008 - 02.2010
  • Communicate with customers on status of their machines
  • Communicate with network on status of machines.
  • Demonstrated increased knowledge of company products and equipment.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Assisted customers with technical support inquiries.
  • Installed and maintained automated teller machines in retail stores.
  • Replaced defective components and parts on malfunctioning computers and office machines.
  • Documented changes and actions in computer-based tracking system.
  • Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
  • Trained customer employees and managers on machine use and maintenance.

Security Guard/CO

Andin International
04.2006 - 05.2008


  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Checked and verified photo identification prior to granting facility access.

Education

Graduate -

Wingate High School
Brooklyn, NY
06.1988

Skills

  • System Administration
  • Repair Work
  • Wireless Access Point
  • Technical Support
  • Helpdesk administration
  • Decision-Making

Certification

Security License -8 Hour and 16 hour -Fireguard Training Course F-00 - Anti-Terrorisms & Crisis Intervention Certificate

Timeline

Customer Engineer

NCR
10.2011 - Current

ATM Technician

Mount Vernon Money Center
05.2008 - 02.2010

Security Guard/CO

Andin International
04.2006 - 05.2008

Graduate -

Wingate High School

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JERRY ROBERTS