Joan Coaxum
North Charleston,SC
Summary
Seasoned professional with 14 years in customer service and technical roles, seeking IT Help Desk Tech position.
Skilled in conflict resolution, team management, and delivering comprehensive customer service. Currently pursuing
advanced IT certifications, including Linux Systems Administration and Network Security.
Overview
18
18
years of professional experience
Work History
Mobile Expert
T-Mobile, USA
08.2017 - 08.2019
- I effectively managed time between studies and other responsibilities, showcasing strong organizational skills and a high level of self-motivation
- My tenure as a student was marked by a continuous quest for learning and self-improvement, preparing me for future professional endeavors and setting a solid foundation for a lifelong learning journey
- Contributed to team sales targets through effective cross-selling and upselling of accessories and service plans.
Expert CSR
T-Mobile
01.2016 - 08.2017
- Managed a high volume of customer inquiries, delivering outstanding service by efficiently handling call operations and maintaining a professional rapport
- Resolved a broad range of customer issues, utilizing strong conflict resolution techniques to de-escalate tensions and achieve resolution, thus preserving customer satisfaction
- Worked effectively within a team and independently to improve service quality, demonstrating adaptability and commitment to fostering customer loyalty through consistent service excellence.
Heavy Equipment Operator
United States Army Reserves
04.2001 - 12.2010
- Managed a team to optimize cargo loading processes, enforcing strict compliance with safety standards
- Led the execution of detailed annual inventory audits, securing precise record-keeping and asset management
- Performed essential road construction and maintenance, while ensuring regular vehicle checks for sustained functional performance.
Wireless Consultant
Alltel
12.2005 - 08.2007
- Delivered comprehensive customer service, efficiently managed inbound communication, and welcomed clients to establish a positive first impression
- Facilitated financial transactions by accurately processing and posting daily payments, while also promoting and educating customers on wireless product offerings.
Education
Certificate, Linux Systems Administration -
Trident Technical College
05.2024
Certificate, Network Security -
Trident Technical College
05.2024
Certificate , CompTIA Systems Specialist -
Trident Technical College
05.2024
Associate of Sciences - Network Systems Managment
Trident Technical College
05.2024
Associate of Sciences - Management-Business Information Systems
Trident Technical College
07.2020
Diploma - Cosmetology
Charleston Cosmetology Institute
08.1998
High School Diploma -
Hanahan High School
05.1997
Skills
- Microsoft Windows 95 & 98, Microsoft Office 2000, 2003, 2007, and 2014 Knowledgeable in Microsoft
- Excel, Word, PowerPoint, and Access Graphic Technology and Intermediate Skills in Computer Programming
- Self-motivated, Disciplined, and Enthusiastic, and Demonstrated an Ambitious Attitude Toward Sales Possesses Strong
- Communications Skills, Verbal and Written
- Linux
- Red Hat
- Technical Support
- Troubleshooting
- Help Desk
- Software Proficiency
- Networking Fundamentals
- Operating Systems Knowledge (Windows)
- Customer Service
- Problem-Solving
- Communication
- Active Listening
- Incident Management
- Python
- Cisco
- Raptor
- Shell Scripting
Timeline
Mobile Expert
T-Mobile, USA
08.2017 - 08.2019
Expert CSR
T-Mobile
01.2016 - 08.2017
Wireless Consultant
Alltel
12.2005 - 08.2007
Heavy Equipment Operator
United States Army Reserves
04.2001 - 12.2010
Certificate, Linux Systems Administration -
Trident Technical College
Certificate, Network Security -
Trident Technical College
Certificate , CompTIA Systems Specialist -
Trident Technical College
Associate of Sciences - Network Systems Managment
Trident Technical College
Associate of Sciences - Management-Business Information Systems
Trident Technical College
Diploma - Cosmetology
Charleston Cosmetology Institute
High School Diploma -
Hanahan High School
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