Joshua Washington
Dallas,Texas
Summary
Thorough Senior Analyst with over 10 years of Customer Service and Computer Technician skills. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in client management. Detail-oriented team player with strong organizational skills. Has the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Senior Analyst
HCL Technologies
03.2023 - Current
- Investigated system issues and implemented resolutions to reduce downtime.
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Conducted system analysis and implementation to maintain and improve computer systems.
CCC Support Center Rep
State Farm
11.2017 - 03.2023
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Responded to customer questions via telephone regarding insurance benefits, claims, workstations and equipment
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
CIR Specialist
State Farm
02.2017 - 11.2017
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Followed all company policies and procedures to deliver quality work.
- Reviewed associate calls to ensure correct procedures were being followed on all customer facing calls
Claim Associate-ILR
State Farm
11.2015 - 02.2017
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Evaluated accuracy and quality of data entered into agency management system.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
Metal Factory Worker
Western Intrusions
02.2015 - 04.2015
- Carefully packaged finished products and prepared for shipment.
- Graded and packaged finished products, transporting items for additional processing, storage, or shipment off-site.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Unloaded and loaded items from conveyors, machines, and conveyances.
Truck unloader
UPS
11.2014 - 02.2015
- Constantly lift, lower and slide packages weighing between 25 and 70 pounds.
- Unloaded items and goods from trucks into main storage area for transfer to shelves.
- Assisted other team members in navigating large loads.
- Maintained organized work area by storing equipment safely and properly.
Logistics Specialist
Amazon
11.2013 - 10.2014
- Keep precise records of all commodities going in and out of company.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Coordinated incoming and outgoing shipments to maintain schedules.
Computer Specialist
OFFICE DEPOT
11.2011 - 09.2013
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained office PCs, networks and mobile devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Education
Associate of Science - General Studies
Paris Junior Col
Paris, United StatesHigh School Diploma -
Detroit High School
Detroit, TXSkills
- Performance monitoring
- Knowledge of business operations
- Technical understanding
- Machine Learning
- Data Analysis
- Tech-Savvy
- Network Management
- Client management
Timeline
Senior Analyst
HCL Technologies
03.2023 - Current
CCC Support Center Rep
State Farm
11.2017 - 03.2023
CIR Specialist
State Farm
02.2017 - 11.2017
Claim Associate-ILR
State Farm
11.2015 - 02.2017
Metal Factory Worker
Western Intrusions
02.2015 - 04.2015
Truck unloader
UPS
11.2014 - 02.2015
Logistics Specialist
Amazon
11.2013 - 10.2014
Computer Specialist
OFFICE DEPOT
11.2011 - 09.2013
Associate of Science - General Studies
Paris Junior Col
High School Diploma -
Detroit High School