Joshua Chandler
St Louis,MO
Summary
Self-motivated IT technician with additional background in customer service, emergency road service dispatch (including troubleshooting / triage), and employee training. COMPTIA A+ Certified. Always looking to develop current and new skillsets.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
IS Helpdesk Specialist I
Cbiz (Contracted To Edward Jones)
Wentzville, MO
05.2022 - Current
- Used internal knowledgebase, established procedures, and personal expertise to troubleshoot technical problems with printers and scanners, laptops, desktops, user access, remote access, phones, internet connectivity, and software.
- Opened and tracked support tickets through Service Now ticketing system.
- Used established procedures to identify critical customer and system issues and implement solutions or escalate problems to appropriate person or group
Emergency Roadside Service Dispatcher III
AAA Missouri
Town And Country, MO
01.2018 - 08.2021
- Kept detailed track of all available service drivers and all in-progress and completed calls in Tidewater, VA, rural areas of seven states, New Orleans, LA, Baton Rouge, LA, St Louis metro, and Kansas City, MO, in concert with other dispatchers on my team.
- Called members to triage vehicle issues and get more details on location and vehicle type and conditions in order to provide fast and reliable service.
- Kept members informed of ETAs, delays, and service complications.
- Took calls from members and drivers requiring resolution of range of service complications.
- Trained nine dispatchers new to dispatch via remote screensharing and voice calling as well as in-person, including training in dispatch procedures, when and how to report issues with stations to SQMs and CSR, keeping member informed, use of radio, how to set up correct D3 profiles, and station territories.
- Created map of KC territories and stations that run them to provide trainees with easy quick-reference.
- Evaluated trainees first by asking them to tell me where to assign calls and then by watching them assign their own calls and giving feedback and encouragement if mistakes were made. Followed up with trainees frequently during and in the weeks following training to see if they had questions or concerns and make sure they were confident with what they learned and practiced.
- Worked with supervisors and SQMs to ensure KC quick reference in virtual binder is up to date.
- Tracked and reported service quality issues to improve service in Kansas City, Saint Louis, Baton Rouge, New Orleans and rural areas in 7 states in concert with Service Quality Managers and Contracted Station Representatives.
- Reported gridding issues to supervisors, SQMs and CSRs and continued to stay in contact with CSRs until solution was found.
- Was part of training for implementation of FSL (dispatching software from Salesforce) in KC (10/28/20-10/29-20)
- Reported problems to supervision to help assist our members by better following policy and procedure.
- Created and maintained good working relationships with drivers and station dispatchers.
- Kept members informed of their coverage and benefits and set up rentals in connection with tows when desired.
Flight Attendant
Trans States Airlines
Saint Louis, MO
08.2017 - 11.2017
- Operated in compliance with all airline and federal aviation regulations for complete compliance with safety and security procedures.
- Inspected interior of aircraft prior to, during and after flights to make sure emergency equipment was in place.
- Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and passenger confidence in crew.
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
- Reassured and comforted passengers during turbulent flights and unavoidable delays.
- Maintained firm yet positive attitude when dealing with distressed passengers, working to provide information about connecting flights, calm fears and provide secure environment.
Interactive Teller Solutions Representative
Saint Louis Community Credit Union
Florissant, MO
11.2016 - 07.2017
- Promoted available products and services to members during service and account management calls by asking targeted questions to determine what services might be most helpful.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Explained to members details about loans and checking and savings account types and recommended services that might help their financial growth based on member feedback.
- Verified member identity and complied with federal reporting guidelines for large withdrawals and money transfers or suspicious activity.
- Processed money orders, checks, withdrawal, deposit, transfer, and loan payment transactions.
Customer Service Representative
Walmart
Bowie, MD
08.2014 - 09.2016
- Processed money order purchases and cashing, check cashing, money transfers, and withdrawals and deposits from debit card accounts.
- Complied with federal reporting guidelines for large or suspicious transactions.
- Answered customer questions about products and services.
- Processed returns and refunds.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new employees as cashiers and as customer service representatives.
- Cross-trained in cashiering, sales, stocking, parking lot attending, bathroom maintenance.
Pet-Sitting
Self
Bowie, MD
05.2011 - 07.2014
- Exercised animals regularly with walks and rigorous play activities.
- Fed, watered and cared for different types of pets, including turtles, fish, rabbits, dogs and cats.
- Collected animal waste produced on walks and discarded in trash or approved receptacles.
- Managed pet safety and wellness in owners' absence by securing yard gates and removing items that could make pets sick.
- Followed all pet care instructions, including dietary needs and medication regimens.
Seasonal Flow Team Member
Target
Bowie, MD
10.2013 - 12.2013
- Unpacked new merchandise shipments and prepared for placement on selling floor by folding, hanging or stacking.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Checked refrigerated and frozen food for sell by dates and removed merchandise that was expired so that it would not be sold.
- Unloaded freight upon arrival in warehouse, stocking all items in proper locations.
- Operated pallet jacks to lift or place merchandise in backroom or on sales floor.
- Tracked and secured high-value electronics merchandise.
- Assessed shelves in electronics department to determine which items to replenish or reorder.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Blocked and faced products on displays and shelves in accordance with company policy.
- Greeted customers and directed to requested products.
Cashier (Part Time)
Shell
Bowie, MD
06.2013 - 09.2013
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Requested official identification for tobacco purchases and verified details, consistently meeting strict legal standards of underage sales.
- Assisted customers by answering questions and fulfilling requests.
Food Service Associate (Seasonal)
Six Flags America
Mitchellville, MD
08.2010 - 11.2010
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
- Prepared recipe ingredients by washing, peeling, cutting and measuring.
- Used downtimes to prepare ingredients and restock supplies for expected busy periods.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Took food and beverage orders and conveyed special requests or concerns to kitchen.
- Greeted visitors, answered questions and accepted payments.
- Cooked batches of food according to standard recipes.
Education
No Degree - Computer And Information Sciences
University Of Maryland University College
Adelphi, MD 08.2012 - 12.2014
Associate of Arts - Liberal Arts And General Studies
Anne Arundel Community College
Arnold, MD 08.2009 - 05.2012
High School Diploma -
Bowie High School
Bowie, MD 08.2005 - 05.2009
Skills
Dispatching field personnel
Prioritizing calls
Closing tickets
Service coordination
Verifying coverage
Customer Relations
Dispatching procedures
Critical thinking
Customer Service
Collaboration
Conflict resolution
Employee training
Hardware and software installation
Troubleshooting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
IS Helpdesk Specialist I
Cbiz (Contracted To Edward Jones)
05.2022 - Current
Emergency Roadside Service Dispatcher III
AAA Missouri
01.2018 - 08.2021
Flight Attendant
Trans States Airlines
08.2017 - 11.2017
Interactive Teller Solutions Representative
Saint Louis Community Credit Union
11.2016 - 07.2017
Customer Service Representative
Walmart
08.2014 - 09.2016
Seasonal Flow Team Member
Target
10.2013 - 12.2013
Cashier (Part Time)
Shell
06.2013 - 09.2013
No Degree - Computer And Information Sciences
University Of Maryland University College
08.2012 - 12.2014
Pet-Sitting
Self
05.2011 - 07.2014
Food Service Associate (Seasonal)
Six Flags America
08.2010 - 11.2010
Associate of Arts - Liberal Arts And General Studies
Anne Arundel Community College
08.2009 - 05.2012
High School Diploma -
Bowie High School
08.2005 - 05.2009