Jonathan Crandell
Summary
Dynamic professional with extensive experience at the Internal Revenue Service, excelling in IT troubleshooting and customer service. Proven ability to bring strong interpersonal skills woven from a history of sales and customer service to an Information Technology role. Adept at managing high-pressure situations while maintaining attention to detail and achieving organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Representative/IT Function Support
Internal Revenue Service (U.S. Treasury)
07.2023 - Current
- Responding to internal requests through an IT ticketing system supporting 800+ employees and workstations.
- Troubleshooting both hardware and software issues relating to internal systems, employee workstations, and peripheral devices.
- Escalating tier 3 tickets to the proper function in a timely manner.
- Following security policies and procedures per Internal Revenue Service guidelines.
- Managing a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to taxpayers.
- Improved customer satisfaction by resolving issues efficiently and professionally.
Front Office Agent/Night Manager on Duty
AC Marriott/Ingroup Hospitality
08.2019 - 03.2022
- Managed hotel operations at night during the third shift with limited resources while maintaining high guest satisfaction.
- Assisted hundreds of guests per day with a strong focus on customer service.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Coordinated group reservations to accommodate specific requests, resulting in successful events and satisfied clients.
Sales Coordinator
Hotel RL
07.2015 - 08.2019
- Directly coordinated events and daily operations for the Director of Sales and four Sales Managers.
- Managed reservation blocks of up to 4,000 room nights for airlines such as Delta, SkyWest, Horizon, Frontier, and Southwest.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong client relationships and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Served as a liaison between internal departments and coordinated successful events and conventions.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
Front Office Supervisor
Liberty Tax/Tax Freedom Fighters
08.2013 - 07.2015
- Acted as the first point of contact for 1000+ clients, assisting with appointments, answering phones, and maintaining strong client retention.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted a positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Education
Cybersecurity And Information Assurance B.S - Cybersecurity
Western Governors University
Salt Lake City, UT03-2027
Skills
- Understanding of cybersecurity frameworks
- IT troubleshooting
- Network Troubleshooting
- Interpersonal skills
- Goal oriented
- Analytical
- Problem-solving
- Strong customer service skills
Certification
Current certifications include:
- CompTIA A+ ce
- CompTIA Network+ ce
- Google Cybersecurity Professional Certificate
- Google IT Support Professional Certification
Certifications in progress:
- CompTIA Security+ ce
- ITIL 4 Foundation
Timeline
Contact Representative/IT Function Support
Internal Revenue Service (U.S. Treasury)
07.2023 - Current
Front Office Agent/Night Manager on Duty
AC Marriott/Ingroup Hospitality
08.2019 - 03.2022
Sales Coordinator
Hotel RL
07.2015 - 08.2019
Front Office Supervisor
Liberty Tax/Tax Freedom Fighters
08.2013 - 07.2015
Cybersecurity And Information Assurance B.S - Cybersecurity
Western Governors University
Similar Profiles
Melanie ChiversMelanie Chivers
LB&I Senior Analyst at Department of Treasury - Internal Revenue ServiceLB&I Senior Analyst at Department of Treasury - Internal Revenue Service
Donivan RhotenDonivan Rhoten
Internal Revenue Agent at Internal Revenue Service - Treasury DepartmentInternal Revenue Agent at Internal Revenue Service - Treasury Department
Raymond GardRaymond Gard
Contact Service Representative at Dept of Treasury - Internal Revenue ServiceContact Service Representative at Dept of Treasury - Internal Revenue Service
Brenda Ceballos-WaldronBrenda Ceballos-Waldron
Senior Contact Center Representative Chat Support at FlagstarSenior Contact Center Representative Chat Support at Flagstar
Monique WestMonique West
Contact Center Support Representative at PFSweb now apart of GXOContact Center Support Representative at PFSweb now apart of GXO