Shalaria Jackson
Isola,MS
Summary
Results-driven IT professional with a proven track record at Hewlett Packard, excelling in onsite support and troubleshooting. Enhanced operational efficiency through effective problem resolution and developed a self-service knowledge base. Strong communication and teamwork skills, coupled with expertise in network connectivity and customer service, ensure exceptional user experiences.
Overview
2027
2027
years of professional experience
Work History
Onsite Technician
Hewlett Packard, HP
Jackson, MS
01.2024 - Current
- Provided onsite IT support to hospital staff and end users.
- Troubleshot hardware and software problems to reduce downtime.
- Replaced toner and maintained printer functionality across various departments.
- Assisted users with technical challenges while providing excellent customer service.
- Developed a knowledge base that enhanced self-service troubleshooting for employees.
- Collaborated with IT teams to enhance response times and operational efficiency.
Fixed Assets Manager
Humphreys County School District
Belzoni, MS
02.2023 - 02.2024
- Maintained and updated digital asset records with a high degree of accuracy.
- Improved filing systems, reducing document retrieval time by approximately 20%.
- Coordinated asset tracking, inventory management, and distribution.
- Worked with multiple departments to improve communication and resource management.
- Assisted with implementing an improved digital filing system.
Computer Technician
Humphreys County School District
Belzoni, MS
07.2022 - 02.2023
- Diagnosed and resolved hardware, software, and network issues.
- Supported student registration, enrollment, attendance, and purchasing systems.
- Managed help desk requests and password resets.
- Trained faculty and staff on technology tools and software.
- Assisted with classroom technology integration.
Customer Service Representative
Xerox
Madison, MS
2018 - 06.2022
- Delivered exceptional customer service by managing high volumes of inbound calls and addressing customer account inquiries, billing questions, and service requests.
- Resolved customer concerns efficiently while maintaining professionalism and empathy.
- Accurately documented customer interactions and updated account information using company software.
- Explained company policies, products, and services in a clear and understandable manner.
- Processed requests, payments, and account changes while ensuring accuracy and compliance with company procedures.
- Met or exceeded performance metrics, including quality assurance, customer satisfaction, and average handle time.
- Escalated complex issues to the appropriate departments for timely resolution.
- Maintained confidentiality of sensitive customer information and complied with all privacy and security policies.
- Demonstrated strong active listening, communication, and problem-solving skills to achieve first-call resolution whenever possible.
- Collaborated with team members and supervisors to improve customer experience and meet departmental goals.
Education
Associate of Applied Science - Information Technology And Networking
DeVry University
07.2026
Skills
Operating system support
Complaint handling
Customer relationship management (CRM)
CRM software
Problem-solving
Data entry
Help desk support
Call center experience
Ticket management
Sales support
SLA
Technical troubleshooting
Time management
Customer service excellence
Empathy and patience
Team collaboration
Adaptability and flexibility
Timeline
Onsite Technician
Hewlett Packard, HP
01.2024 - Current
Fixed Assets Manager
Humphreys County School District
02.2023 - 02.2024
Computer Technician
Humphreys County School District
07.2022 - 02.2023
Customer Service Representative
Xerox
2018 - 06.2022
Associate of Applied Science - Information Technology And Networking
DeVry University