Linux
Hi, I’m
Julian Thompson
Support Specialist
Atlanta,GA
Summary
Positive, diligent and adaptable Support Specialist professional with a verifiable track record in client product satisfaction, internal operations process improvements, and teammate learning-engagement strategies. Offering 4+ years of hands-on experience in customer relations management, client resolutions problem-solving, and facilitating group brainstorming initiatives to improve workplace scale and efficacy.
Overview
3
years of professional experience
1
Certification
Work History
Sparrow
Leave Administrator
01.2023 - Current
Job overview
- Regulates end-user security by processing leave claims in accordance with HIPPA and state privacy policies
- Creates client insurance profiles for company-wide utility enabling usage of insurance policies for leave management
- Improved client leave management satisfaction by 15% by co-constructing and maintaining LMS migration from archaic ticketing system ClickUp to Zendesk
- Collaborates directly with healthcare professionals ensuring timely processing of benefits for mutual clients
Sparrow
Onboarding Project Specialist (Contract)
10.2022 - 03.2023
Job overview
- Streamlined onboarding processes, ensuring timely and efficient go-live launches for clients
- Improved project efficiency by streamlining communication and collaboration Leave Specialists and Administrator team members
- Managed multiple onboarding projects simultaneously, resulting in a 12% increase of successful deal closures for Onboarding team in Q4 of 2022
- Revised company HRIS integration properties to support engineering team which yielded a 20% increase in timely launch initiatives
Wagestream
Customer Service Agent
03.2022 - 10.2022
Job overview
- Developed customized account management solutions ensuring client satisfaction & stability
- Collaborated with the app development team, providing valuable feedback for software improvements
- Regularly exceeded company CSAT rating goals which contributed to 20% increase of overall customer satisfaction during tenure - Wagestream
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
- Co-managed SOPs of mFlexPay, Wagestream sister-app, to produce satisfactory app functionality for USA end-users
Samsung (Best Buy)
Electronics Advisor Specialist
09.2020 - 05.2021
Job overview
- Educated customers on speculation variances between popular electronic brands which resulted in a 75% sale close-out rate
- Coached new team members on customer relationship management strategies which helped increase HR quarterly training scores by 10%
- Received notable customer service reviews on Google by resolving mobile & computer software/OS complications through product troubleshooting
Education
Valdosta State UniversityValdosta, GA
Master of Arts from Public Relations And Organizational Communication
01.2018
Skills
- Technology Troubleshooting
- Organizational Communication
- Attention to Detail
- Telecommunication Relations
- Account Creation
- User Account Management
- Operating Systems Management
- Strategic Planning
- Password Reset
- IP Address Configurations
- GUI & CLI Operations
- Team Collaboration
Certification
- Google IT Support Professional Certificate (Coursera) - Expected: February, 2024
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
PowerShell
Ubuntu
Mac OS/iOS
Windows
Interests
Systems Adminstration
Scrum Master
Linux Administration
Timeline
Leave Administrator
Sparrow
01.2023 - Current
Onboarding Project Specialist (Contract)
Sparrow
10.2022 - 03.2023
Customer Service Agent
Wagestream
03.2022 - 10.2022
Electronics Advisor Specialist
Samsung (Best Buy)
09.2020 - 05.2021
Valdosta State University
Master of Arts from Public Relations And Organizational Communication