Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Tera Jones

Amarillo,TX

Summary

Dynamic professional with proven expertise in system monitoring and customer support, honed at US Army and USAA Federal Savings Bank. Excelled in enhancing network security and customer satisfaction, demonstrating exceptional problem-solving abilities and empathy. Skilled in fostering teamwork and collaboration, with a track record of streamlining processes for increased efficiency and security.

Professional with background in systems operations, skilled at ensuring optimal system performance and uptime. Known for proactive approach to identifying and resolving technical issues. Effective team collaborator focused on seamless operations and reliable outcomes.

Overview

4
4
years of professional experience

Work History

Air Defense Battle Management Systems Operator

US Army
01.2018 - 07.2021
  • Partnered with system administrators to maintain operating system and application patch levels.
  • Collaborated with team to develop and communicate ideas and ways to improve system delivery and security.
  • Maintained network users, mail accounts and directories to optimize network security.
  • Coordinated with vendors for hardware procurement and installation, achieving cost savings on IT equipment purchases.
  • Troubleshot system stoppages and determined best course of action to maintain system up-time.
  • Documented processes and procedures for knowledge sharing among team members and future reference.
  • Collaborated with IT team members, streamlining processes for increased efficiency.
  • Liaised with groups to assist in escalations and incident response, triage and resolution.

Customer Service Support Agent

USAA Federal Savings Bank
06.2017 - 01.2018
  • Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Built strong relationships with clients, fostering trust and loyalty through personalized service.
  • Streamlined communication for improved response times, resulting in positive customer feedback.
  • Assisted in the creation of training materials for new hires, ensuring a consistent level of service across the team.
  • Achieved swift problem resolutions by employing strong critical thinking and analytical skills during customer interactions.
  • Collaborated with team members to develop effective strategies for handling challenging customer interactions.

Education

Associate of Science - Nursing Science

American Military Universitry
Online
07-2025

Skills

  • Customer support
  • System monitoring
  • Empathy display
  • Data center operations
  • Patience maintenance
  • Complaint handling
  • Customer service excellence
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication

Interests

I am an supporter of the Gym Weight training has always been a passion of mine starting at the age of 14 I have been trained by Katherine Dooley who is a successful body builder and strong man competitor I go to the gym anywhere from 4-5 days a week at the Tru-Fit location on 82nd And train closely with Skye Lopez who is a current Trainer employed by Tru-Fit I believe that nurturing your body and enhancing your health is the best way to lead a long and healthy life and would love to share that passion with potential clients I also participate in slow pitch softball competitively My team has competed at national levels and won 3 back to back West Texas State championships

Timeline

Air Defense Battle Management Systems Operator

US Army
01.2018 - 07.2021

Customer Service Support Agent

USAA Federal Savings Bank
06.2017 - 01.2018

Associate of Science - Nursing Science

American Military Universitry

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Tera Jones