Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
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Khianii Jackson

Information Technology
Norcross,GA

Summary

Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Helpdesk Agent

Google
Atlanta, GA
08.2019 - Current
  • Patiently walked individuals through basic troubleshooting tasks.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Installed, modified and repaired software and hardware to resolve technical issues.

Customer Service Specialist

T-Mobile
Atlanta, GA
05.2017 - 08.2019
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used consultative techniques to understand customer needs and make strategic referrals to over 20 business partners.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained and managed customer files and databases.

Customer Service Representative Team Lead

Encompass Chain Solutions
Lawrenceville, GA
04.2015 - 04.2017
  • Trained 34 new personnel regarding company operations, policies and services.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative

AT&T
Atlanta, Georgia
01.2010 - 03.2015
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered 100+ daily customer telephone calls promptly to avoid on-hold wait times.
  • Collected and analyzed customer information to prepare product or service reports.

Education

Associates of Computer Science - Information Technology

Georgia State University
Atlanta, GA
09.2008 - 03.2010

High School Diploma -

Stone Mountain High School
Stone Mountain, GA
08.2004 - 05.2008

Skills

Network Infrastructure Monitoring

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Software

Microsoft Office

Virtual Machine Operation

Certification

Comptia ITF+ FC0-U61

Timeline

Comptia ITF+ FC0-U61

02-2021

Helpdesk Agent

Google
08.2019 - Current

Customer Service Specialist

T-Mobile
05.2017 - 08.2019

Customer Service Representative Team Lead

Encompass Chain Solutions
04.2015 - 04.2017

Customer Service Representative

AT&T
01.2010 - 03.2015

Associates of Computer Science - Information Technology

Georgia State University
09.2008 - 03.2010

High School Diploma -

Stone Mountain High School
08.2004 - 05.2008

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Khianii JacksonInformation Technology