Microsoft Office
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
Support Ticket System Management
Technical Support Triage
Remote System Analysis
Software
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