Jessica Armendariz
Pahrump
Summary
Dynamic Network Operations Center Technician with a proven track record at Valley Electric Association, excelling in service excellence and effective troubleshooting. Adept at managing multiple projects and enhancing customer satisfaction through critical thinking and collaboration. Committed to continuous improvement and operational continuity, leveraging digital tools to resolve issues efficiently.
Overview
13
13
years of professional experience
Work History
Network Operations Center Technician
Valley Electric Association
12.2017 - Current
- Managed multiple projects simultaneously, prioritizing tasks according to deadlines and resource availability.
- Monitored network performance and identified issues using network management tools.
- Assisted in troubleshooting hardware and software problems to ensure operational continuity.
- Documented incidents and resolutions to enhance knowledge base for future reference.
- Collaborated with team members to escalate critical issues to senior technicians promptly.
- Supported users both local and by phone with problem resolution and education.
- Collaborated with Management to obtain training sessions to improve technical skills and operational knowledge.
Customer Service Representative
Valley Electric Association
09.2012 - 12.2017
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed billing disputes, ensuring timely resolutions and improved customer trust.
- Trained new team members on service protocols and company policies for consistent performance.
- Implemented feedback mechanisms to gather insights for improving service delivery processes.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Handled payments, establishing new memberships, built new construction accounts.
- Educated myself in learning to navigate the Smarthub app and online payment system to better serve our Membership.
Education
General Studies
Pahrump Valley High School
Pahrump, NV05-2004
Skills
- Service excellence
- Active listening
- Critical thinking
- Experienced with digital tools
- Teamwork and collaboration
- Detail-oriented approach
- Proficient in handling multiple tasks
- Effective troubleshooting skills
- Consistent reliability
- Decision-making
- Effective relationship management
- Ability to adjust to new challenges
Timeline
Network Operations Center Technician
Valley Electric Association
12.2017 - Current
Customer Service Representative
Valley Electric Association
09.2012 - 12.2017
General Studies
Pahrump Valley High School
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