Shakeisha Thomas
Verona,NJ
Summary
Dynamic Technical Support Specialist with a proven track record at AT&T Mobility, excelling in technical troubleshooting and customer service. Enhanced customer satisfaction through effective problem resolution and incident management. Adept at hardware upgrades and fostering teamwork, ensuring swift resolutions to complex issues while maintaining high service standards.
Overview
19
19
years of professional experience
Work History
Technical Support Specialist
AT&T Mobility
07.2019 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved Number technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Billing Specialist
Overlook Medical Center
06.2019 - 06.2024
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Corrections Officer
New Jersey Department Of Corrections
09.2006 - 10.2019
- Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
- Supported successful emergency response efforts by participating in regular drills and training exercises.
Education
None - Early Childhood Education
Essex County College
Newark, NJDiploma -
University High School
Newark, NJCertificate - Medical Billing And Coding
Aims
Edison06.2019
Skills
- Technical troubleshooting
- Incident management
- Application installations
- Hardware upgrades
- Account management
- Customer support
- Telecommunications
- Hardware configuration
- Customer experience management
- Problem resolution
- Troubleshooting and diagnosing
- Advanced troubleshooting
- Ticket management
- Customer service
Timeline
Technical Support Specialist
AT&T Mobility
07.2019 - Current
Billing Specialist
Overlook Medical Center
06.2019 - 06.2024
Corrections Officer
New Jersey Department Of Corrections
09.2006 - 10.2019
None - Early Childhood Education
Essex County College
Diploma -
University High School
Certificate - Medical Billing And Coding
Aims
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