Jessica High
Fort Worth,TX
Summary
Detail-oriented agent offering skills in supporting users with technical knowledge and troubleshooting. With sharp Customer Support skills, I'm hoping to obtain a challenging position where the skills of customer care, and professionalism can be utilized.
Overview
13
13
years of professional experience
Work History
Technical Support Specialist
ADT Commercial
Irving, TX, TX
01.2022 - 05.2024
- Provided guidance to technicians on installing alarm panels and integrating new hardware components.
- Programmed alarm panels for DMP, Bosch, Honeywell.
- Resolved 30+ technical support inquiries per day
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, radio.
- Used ticketing systems to manage and process support actions and requests
- Researched product and issue resolution tactics to address customer concerns.
Desktop Support Specialist
Saginaw High School
Saginaw, TX
01.2021 - 01.2022
- Responded to tickets submitted by teachers and directed them through basic troubleshooting tasks.
- Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
- Assisted with Promethean board repairs and updates.
- Troubleshoot Ricoh, xerox printers, etc...
- Configured hardware, devices and software to set up work stations for teachers.
- Managed and kept track of 10,000+ school property devices.
Technical Support
Sitle w/ Texas Instruments
Dallas, TX
12.2014 - 12.2020
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted with Calculator functionality, math problems, hardware issues and troubleshooting
- Managing software licensing.
- Communicating with customers via chat and email support.
- Provided support for Texas Instruments at teaching conventions all over United States (Ex; NCTN, T3, Etc….).
- Training for new employees.
OPS Support
ONEprop Property Management
Plano, TX
02.2014 - 11.2016
- Answering inbound calls communicating with tenants regarding rent and service request recently submitted.
- Outbound calls
- Managed time efficiently in order to complete all tasks within deadlines
- Assigning 3rd party vendors for repairs.
- Training to become property manager.
- Took photos of properties for marketing.
- Troubleshoot property breakdowns and performed preventive maintenance
Customer Service Representative
Pisa Group
Richardson, TX
09.2011 - 11.2014
- High volume call center taking inbound and making outbound calls. (70per day)
- Managed subscriptions and set up new accounts.
- Processing CC payments via phone.
- Customer retention department.
- Processed and organized incoming voice mails for distribution to appropriate departments
Education
Associate -
Richland College
05.2013
Diploma -
Berkner High School
05.2011
Skills
- Technical Troubleshooting
- Equipment repair
- Call Center Inbound & Outbound
- Desktop Support
- Admin Support
- Microsoft Excel
- Windows 10
- Staff Training
- Business Development & Marketing
- Credit Card Payment Processing
- Customer support 10 years
Timeline
Technical Support Specialist
ADT Commercial
01.2022 - 05.2024
Desktop Support Specialist
Saginaw High School
01.2021 - 01.2022
Technical Support
Sitle w/ Texas Instruments
12.2014 - 12.2020
OPS Support
ONEprop Property Management
02.2014 - 11.2016
Customer Service Representative
Pisa Group
09.2011 - 11.2014
Associate -
Richland College
Diploma -
Berkner High School
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