Jessica McVay
Massillon,OH
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Internet and Phone Support Representative
Charter Communications, Time Warner Cable
North Canton, OH
03.2012 - Current
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support and consistency.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Assistant Store Manager
Family Dollar
Canton, OH
01.2010 - 01.2012
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Volunteer
Rainbow Repertory
Canton, OH
01.2009 - 05.2009
- Created educational materials to convey important information
- Assisted with creating marketing strategy to increase sales within local market.
- Maintained clean, neat, and operational facilities to serve program needs.
Volunteer
Hammer And Nails
Canton, OH
01.2008 - 05.2008
- Helped clients navigate social services system and access needed resources.
- Participated in volunteer orientations and training sessions to learn about organizational changes and mission
- Performed in field and in office tasks to gain a better understanding of a non profit organization.
Cold Caller
Malone University
Canton, OH
08.2006 - 05.2008
- Answered calls, took messages, and transferred calls to correct individuals.
- Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Built relationships with customers using strong persuasion and active listening skills.
- Called prospective customers in designated market area to qualify leads.
Recreational Assistant
Marietta College
Marietta
08.2004 - 05.2006
- Developed and monitored safety policies and procedures to facilitate safety of participants.
- Liaised with community organizations to promote recreational activities.
- Assisted in preparing recreational materials and supplies for each activity.
- Collaborated with staff to create recreation offerings and facilitated communication about new programs to generate involvement.
- Performed light custodial duties to provide clean and inviting facilities.
- Prepared reports for management regarding status and progress of recreational activities.
- Opened, closed and secured facilities at prescribed times to accommodate scheduled activities.
Education
Business Administration And Management
Marietta College
Marietta, OHBachelor Of Arts - Business Administration And Management
Malone University
Canton, OH05.2009
High School Diploma -
Sandy Valley High School
Magnolia, OH05.2004
Skills
- Customer Support Analysis
- Service Tickets
- First Level Support
- Assisting with Navigation
- Customer Inquiries
- Google Chrome
- Internet Technologies
- Microsoft Office
- Microsoft Edge
- PC Support
- Customer Satisfaction
- User Experience
- Experimental Testing
- Client Support
- Knowledge Base
- Service Accounts
- Customer Care
- Organizational Skills
- Brand Awareness
- New Technology Evaluations
- Customer Communication and Empathy
- Employee Computer Support
- Billing Systems
- Numerical Data Analysis
- Training Material Development
- Customer Service Process Improvement
- Software Use
- Information Analysis
- Web Servers
- Administrative Support
- Microsoft Windows and Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Internet and Phone Support Representative
Charter Communications, Time Warner Cable
03.2012 - Current
Assistant Store Manager
Family Dollar
01.2010 - 01.2012
Volunteer
Rainbow Repertory
01.2009 - 05.2009
Volunteer
Hammer And Nails
01.2008 - 05.2008
Cold Caller
Malone University
08.2006 - 05.2008
Recreational Assistant
Marietta College
08.2004 - 05.2006
Business Administration And Management
Marietta College
Bachelor Of Arts - Business Administration And Management
Malone University
High School Diploma -
Sandy Valley High School