Justin Kelly
Houston,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong technical proficiency in IT and networking. - In-depth knowledge of security risk management, network configuration, and application maintenance. I have a proven track record in troubleshooting and network optimization.
Overview
3
3
years of professional experience
Work History
Resolution Coordinator III
Walmart
09.2022 - 02.2023
- Handle customer care service operations, utilizing ticketing systems and tools
- Provide timely and accurate information to customers, following quality guidelines
- Support customers with live contact-related questions, escalations, and concessions approvals
- Document workflows, dependencies, and critical issues
- Escalate systemic issues using available tools (e.g., Gemba, JIRA)
- Apply effective customer communication principles and techniques.
Resolution Coordinator II
Walmart Contact Center
04.2021 - 08.2022
- Supported customers with online billing, access, and account issues
- Troubleshot hardware issues and coordinated repairs with service providers
- Managed and tracked customer inquiries using automated systems
- Assisted customers via email, live chat, and telephone
- Conducted detailed telephone consultations to resolve technical issues.
Operations Administrator
FedEx, Ground
07.2020 - 04.2021
- Analyzed operations practices and proposed productivity improvements
- Trained, mentored, and motivated employees to maximize team productivity
- Identified and resolved hardware and software issues to enhance the user experience
- Informed senior leadership of product development issues discovered through technical support calls
- Conducted root-cause analysis to solve problems effectively.
Education
Associate of Applied Science - Cybersecurity & Networking
DeVry University
Associate of Science - Information Technology & Networking
DeVry University
Houston, TXSkills
- Network Configuration
- Technical Troubleshooting
- Hardware Diagnostics
- Computer Networking
- Technical Support
- Active Directory
- Data Extraction
- MS Office Suite
- Live Chat Support
- Leadership
- De-escalation
- Problem-Solving
- Adaptability
- Administrative Leadership
- Information Security and Collection
- Agile
- Jira
Timeline
Resolution Coordinator III
Walmart
09.2022 - 02.2023
Resolution Coordinator II
Walmart Contact Center
04.2021 - 08.2022
Operations Administrator
FedEx, Ground
07.2020 - 04.2021
Associate of Applied Science - Cybersecurity & Networking
DeVry University
Associate of Science - Information Technology & Networking
DeVry University
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