Jessica Veazey
Terrell,Tx
Summary
Dynamic Technology Support Analyst with a proven track record at ADT Security, excelling in incident management and technical troubleshooting. Enhanced user satisfaction through effective problem resolution and training initiatives. Strong communicator and decision-maker, dedicated to improving IT processes and fostering a culture of continuous improvement.
Overview
13
13
years of professional experience
Work History
Technology Support Analyst
ADT Security
01.2023 - Current
- Led efforts to standardize IT processes, resulting in improved consistency and efficiency across the organization.
- Assisted in the development of IT policies that aligned with organizational goals and industry best practices.
- Maintained strict adherence to data privacy regulations while providing top-notch support services.
- Trained end-users on new software applications, fostering increased confidence and competence in utilizing technology tools.
- Enhanced user satisfaction by efficiently troubleshooting and resolving complex technical issues.
- Conducted regular system audits to identify areas for improvement and recommend appropriate actions.
- Analyzed root causes of recurring technical issues, developing long-term solutions that significantly reduced ticket volume over time.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues.
- Managed high levels of call flow and responded to technical support needs.
CSR Assit Manager
Atlas Credit
01.2022 - 12.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Responded to customer requests for products, services, and company information.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Rehab Therapy Technician
Terrell State Hospital
05.2012 - 12.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Educated patients and their families on proper home care techniques, promoting successful long-term recovery.
- Assisted in the training of new staff members, sharing expertise on effective rehab therapy techniques to ensure a consistent level of care across the facility.
- Conducted initial assessments under therapist supervision, gathering valuable information used in creating customized treatment plans tailored specifically towards each unique patient situation.
- Regularly updated knowledge on industry advancements through continuing education courses and professional networking events, applying learned concepts to improve daily practice methods when appropriate.
- Participated in quality improvement initiatives within the facility, identifying areas for potential growth and presenting solutions aimed at enhancing overall patient experience during their rehab journey.
- Assisted therapists in improving treatment outcomes for patients through close collaboration and communication.
- Promoted adherence to prescribed therapy regimens by motivating patients with encouragement and positive reinforcement strategies throughout their recovery process.
Education
Southwestern Christian College
Skills
- Windows administration
- Remote support
- Application support
- Telecommunications
- Incident management
- Business analysis
- Data management
- Mobile device management
- Information security
- Virtualization
- Customer service
- Active listening
- Decision-making
- Desktop support
- Data entry
- Product knowledge
- Service support
- Issue troubleshooting
- Technical troubleshooting
- Customer service expert
- Windows 10
- Appointment scheduling
- Microsoft outlook
- Complaint resolution
- Application installations
- Call center operations
- Customer success management
- Account management
Timeline
Technology Support Analyst
ADT Security
01.2023 - Current
CSR Assit Manager
Atlas Credit
01.2022 - 12.2023
Rehab Therapy Technician
Terrell State Hospital
05.2012 - 12.2021
Southwestern Christian College
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