Jessenia Lopez
Chelmsford
Summary
Adept IT Analyst with a proven track record at Comcast, blending customer relationship management and network security to enhance operational efficiency and user satisfaction. Spearheaded troubleshooting initiatives, reducing downtime, and mentored teams, fostering a collaborative environment. Achieved significant improvements in IT risk management and customer support, reflecting a goal-oriented approach and a knack for developing tailored IT solutions.
Overview
10
10
years of professional experience
Work History
IT Analyst
Comcast
06.2021 - Current
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Fostered collaborative work environment by setting up knowledge-sharing platform.
- Tailored IT solutions to meet specific business needs, improving overall operational efficiency.
- Collaborated with cross-functional teams to gather requirements for system enhancements.
- Increased user satisfaction by providing comprehensive IT support and training.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
Sales Consultant
Xfinity Mobile
02.2017 - 05.2021
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Followed up with existing customers to provide additional support and address concerns.
Telesales Representative
Comcast
07.2015 - 02.2017
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Overcame objections using friendly, persuasive strategies.
- Strengthened brand reputation by delivering exceptional service during each interaction with clients.
- Optimized productivity levels, setting personal goals for daily calls made and deals closed successfully.
- Improved product knowledge, attending regular training sessions and staying updated on industry trends.
- Minimized lost sales opportunities, following up on leads promptly and maintaining open lines of communication with prospects.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Developed extensive knowledge of products and services to better assist customers.
Education
Associate of Science - Criminal Justice
Middlesex Community College
Lowell, MA05-2015
Skills
- IT troubleshooting
- Customer relationship management
- Goal oriented
- Customer support
- Network administration
- Data analysis
- Information security
- IT asset management
- IT risk management
- Network security
Timeline
IT Analyst
Comcast
06.2021 - Current
Sales Consultant
Xfinity Mobile
02.2017 - 05.2021
Telesales Representative
Comcast
07.2015 - 02.2017
Associate of Science - Criminal Justice
Middlesex Community College
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