Jonathon Martin
Mesa,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Drywall Hanger
RB Drywall
Tempe
06.2006 - 04.2016
- Prepared work area, tools and equipment for job site.
- Measured and marked cutting lines on drywall for lengths, heights and penetrations.
- Finished and trimmed drywall with professional-level quality.
- Exterior/Interior Painting
- Laying tile floors
- Minor electrical like hanging lights, fans, and fixtures.
Customer Service Representative
U-Haul Corporate Office
Phoenix, AZ
01.2011 - 02.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Technical Support Representative
Rio Salado Community College
Tempe, AZ
06.2001 - 08.2002
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
A.A - Computer Networking
High Tech Institute/Bryman
Phoenix, AZ05.2001
Diploma - Required
Rich South H.S.
Richton Park, IL05.1998
Skills
- Worksite safety
- Power Tool Operation
- Hand-tool proficiency
- Safety protocol knowledge
- Personal Protective Equipment
- Cutting techniques
- Drywall Installation
- Excellent work ethic
- Heavy Lifting
- Worksite preparation
- Results-Driven
- Team Collaboration
Timeline
Customer Service Representative
U-Haul Corporate Office
01.2011 - 02.2012
Drywall Hanger
RB Drywall
06.2006 - 04.2016
Technical Support Representative
Rio Salado Community College
06.2001 - 08.2002
A.A - Computer Networking
High Tech Institute/Bryman
Diploma - Required
Rich South H.S.