Journee Collins
Kinston,NC
Summary
Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 3 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in Managing, Maintaining, & Troubleshooting Enterprise/Personal Hardware and Software in-person or remotely.
Overview
6
6
years of professional experience
Work History
IT Support Technician I
Flyexclusive
10.2021 - 04.2024
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across our onsite team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Completed preventive maintenance on machines to enhance production and maintain quality.
- Liaised with internal departments to optimize productivity and efficiency.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Tested systems, noting issues and completing preventive maintenance.
- Contributed to development of preventive maintenance schedules, leading to decrease in unexpected breakdowns.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Served as one reliable point of contact for customers experiencing technical difficulties with their products or systems.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Addressed routine equipment maintenance according to established schedule.
- Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within our organization.
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Completed job reports and logs immediately following service calls.
- Organized work to meet demanding production goals.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Applied critical thinking and research to address complex issues.
- Tested components and systems to evaluate performance and identify concerns.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Maintained quality assurance and customer satisfaction objectives.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Managed inventory levels of spare parts efficiently, reducing delays due to lack of resources during repair jobs.
- Conducted root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Collaborated with cross-functional teams to ensure timely completion of complex projects.
- Optimized system performance through thorough testing, analysis, and adjustments as needed.
- Provided expert advice on equipment selection, leading to overall improvement in operational efficiency.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Wrote and revised maintenance procedures.
- Worked with diverse types of weather and ground conditions.
Residential Internet & Voice Technical Support
Charter Spectrum
10.2018 - 10.2019
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Ensured high level customer satisfaction with prompt resolution of software, hardware, and network problems.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Championed customer retention efforts by providing consistently exceptional service, resulting in increased loyalty and positive feedback from clients.
- Expanded company''s reputation for excellent service through consistent demonstration of exceptional communication skills during client interactions.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Enhanced team performance by sharing expertise and collaborating on challenging cases to achieve successful outcomes.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored network hardware operations to evaluate proper configuration.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Diagnosed specific networking and technical hardware and software problems using Enterprise software.
- Troubleshoot voice, data, and other service features with step-by-step resolution.
- Focused on simplifying problems and enlightening customers during their support call experience with a patient yet positive attitude.
- Collaborated with NOCs (Network Op Centers), Network Engineering or Field and Client Account Teams to support customers across Spectrum footprint.
- Reported to Enterprise Tech Support Leads, Supervisors, and Managers for Goals, Guidance, and Assistance.
Education
Bachelor of Science - Electronics Technology
North Carolina A & T State University
Greensboro, NC05.2018
Skills
- Attention to Detail, Works Well Under Pressure, has Multitasking, Organization, Prioritization, Work Planning, Documentation, Reporting, Written/Verbal Communication and Troubleshooting skills
- Software and Hardware Installation, Maintenance and Repair experience
- Staff education and training, Team/User Training, Following safety practices, Performance Improvement, Project Support, Relationship Building, Workload Management
- System Installation, Diagnostics and Tests
- Equipment Installation, Calibration, Troubleshooting, Repair and Inventory Management knowledge
- Worksite preparation, Customer Relations, Operations Monitoring, Risk Mitigation, Blueprint Reading, CCTV installation, Preventive Maintenance, Product and Routine Inspections
- Tech-Savvy
- In-person and remote Customer Service Skills
Timeline
IT Support Technician I
Flyexclusive
10.2021 - 04.2024
Residential Internet & Voice Technical Support
Charter Spectrum
10.2018 - 10.2019
Bachelor of Science - Electronics Technology
North Carolina A & T State University