KALIL JONES
Addeco
Durham,NC
9
years of professional experience
Results-driven account management professional with track record of optimizing client portfolios and providing tailored business solutions. Adept at fostering team collaboration and meeting dynamic client needs. Demonstrates excellent communication and problem-solving skills, ensuring reliability and adaptability.
Work History
SMB Account Manager
1 Year 1 Month- Fostered strong partnerships with SMB clients to enhance overall satisfaction and loyalty.
- Implemented strategic account plans to enhance revenue growth and align solutions with client requirements.
- Facilitated timely responses to client inquiries and issues through effective management of multi-channel communications.
- Collaborated with cross-functional teams to streamline operations and improve service delivery processes.
- Managed multi-channel communications, ensuring timely responses to client inquiries and issues.
- Facilitated quarterly business reviews, presenting insights and strategies for continued partnership success.
- Provided training and mentorship to junior account managers on best practices in client engagement.
- Increased client satisfaction by effectively managing the ongoing relationships and service delivery for small to medium-sized business accounts.
Chat Repair Support
2 Years 2 Months- Respond to customer inquiries via chat regarding technical issues with internet, cable, and phone services.
- Diagnosing problems by asking probing questions, analyzing the customer’s situation, and providing step-by-step guidance to resolve issues.
- Leveraged knowledge of Spectrum’s products and services to assist customers effectively and provide accurate information.
- Identifying complex issues that require further assistance and escalating them to the appropriate technical support teams.
- Educating customers on how to use their services effectively and providing tips for optimizing their experience.
- Followed up on unresolved issues to ensure customer satisfaction and confirm effectiveness of solutions.
- Collaborated with support team members to share insights and enhance overall service quality.
- Achieving individual and team performance goals, including response time, resolution time, and customer satisfaction ratings.
Helpdesk Analyst
1 Year 6 Months- Provided technical support for basic software and hardware issues, assisting with installation of various systems and software, maintaining detailed records of specific issues.
- Engaged with senior analysts and IT professionals to resolve intricate issues while adhering to established company policies.
- Managed user inquiries through phone, email, and chat to ensure timely responses.
- Maintained comprehensive records of incidents, including problem descriptions and resolution strategies to enhance operational efficiency.
- Managed user account access by performing password resets and implementing access control strategies to enhance security.
- Performed comprehensive system diagnostics to enhance operational efficiency and resolve technical challenges.
- Compiled and organized resources for frequent problems and their resolutions to support operational excellence.
- Analyzed recent technology advancements to enhance expertise and contribute to industry discussions.
- Ensured customer satisfaction by delivering outstanding service and maintaining a welcoming atmosphere.
- Utilized Citrix and Active Directory to assist users with access needs. Supported team members in navigating Citrix and Active Directory systems.
Technician Depot
5 Months- Developed and implemented strategic marketing campaigns aimed at reaching target audiences effectively.
- Oversaw a portfolio of digital accounts to ensure effective online presence and customer interaction.
- Developed targeted digital marketing campaigns to enhance brand visibility.
- Oversaw hands-on troubleshooting at the desk level, executing software installations and upgrades. Managed hardware installations and system configurations. Implemented file backup procedures and conducted preventative maintenance on workstations and peripherals.
- Utilized Oracle to submit equipment repairs and transfers, conducting tests to verify effective resolution of issues.
Technical Support Representative (service desk)
3 Months- Addressed 20 weekly help requests from end users via telephone and email to maintain high standards of customer service.
- Established rapport with help desk customers to effectively identify and address their issues.
- Assisted customers with technical inquiries related to IBM products and services, enhancing overall customer satisfaction through prompt issue resolution.
- Guided customers through installing, setting up, and updating of IBM products.
- Conducted diagnostic tests and analyzed system logs to identify and resolve technical issues.
- Guided customers through installing, setting up, and updating of IBM products.
- Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Provided timely updates and status reports to customers regarding ongoing support cases.
- Provided timely updates and status reports to customers regarding ongoing support cases.
- Achieved high customer satisfaction by providing timely and quality technical support.
- Pursued continuous learning initiatives to remain informed about emerging technologies and industry trends in North Carolina.
Technician
11 Months- Consulted with customers to upsell NRTC managed services and products while troubleshooting voice, data, video, and connection issues.
- Answered inbound technical support calls, chats, and emails related to NRTC managed services ISP partner and developed help sheets and FAQs for end users.
- Troubleshot hardware and software issues, identified problems, and offered solutions.
- Documented and escalated complex or unresolved issues to higher level support teams.
- Managed user accounts by resetting passwords and updating access permissions.,including password resets and access permissions.
- Educate users on software applications, system features, and best practices.
- Maintain accurate records of support requests, resolutions, and troubleshooting steps.
- Collaborated with IT teams to resolve network, server, and infrastructure-related issues.
- Provide excellent customer service and ensure timely responses to user inquiries.
Network Analyst
3 Years- Conducted network security assessments and implemented appropriate measures to protect against cyber threats.
- Monitored network traffic and accessed bandwidth usage to optimize network resources.
- Troubleshooted network problems, including connectivity issues, latency, and packet loss.
- Conducted network security assessments and implemented measures to mitigate cyber threats.
- Designed and implemented network upgrades or expansions to meet evolving business needs.
- Collaborated with cross-functional teams to ensure seamless integration of network systems.
- Configured and maintained network devices, such as routers, switches, and firewalls.
- Performed regular network audits to identify vulnerabilities and maintain compliance with industry standards.
- Stay updated on emerging network technologies and industry best practices to drive continuous improvement.
- Executed network data retrieval to facilitate analysis and troubleshooting, and uploading network files through Linux.
Education
Bachelor of Science - Information Technology & Cyber Security
Skills
Client Relationship Management
Account Management
Client Onboarding
Client Training
CRM Software
Digital Marketing
Technical support
MS Office (Word
excel
Outlook
PowerPoint
OneNote
Access)
Strong analytical interpretation & problem solving skills
Analytical problem-solving
Time management
Cross-Functional Collaboration
Exceptional Customer Service Orientation
Written communication
Verbal communication
Timeline
SMB Account Manager
Addeco
07.2025 - CurrentRead More
Chat Repair Support
Spectrum
10.2023 - 12.2025Read More
Helpdesk Analyst
Atrium
04.2022 - 10.2023Read More
Technician Depot
Toshiba
10.2021 - 03.2022Read More
Technical Support Representative (service desk)
IBM
07.2021 - 10.2021Read More
Technician
NRTC
08.2020 - 07.2021Read More
Network Analyst
Shadow Communications
05.2017 - 05.2020Read More
University of North Carolina At Pembroke
Bachelor of Science from Information Technology & Cyber Security
Read More