Summary
Overview
Work History
Education
Skills
Timeline
Generic

ZIPPORAH NELSON

Memphis,TN

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience

Work History

Customer Technical Support Analyst

ADT
02.2022 - Current
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Provided after-hours support as needed to maintain seamless 24/7 assistance for global clientele.
  • Researched and identified solutions to technical problems.
  • Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
  • Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.

CUSTOMER SERVICE MANAGER

NELSON APPLIANCE INC
09.2017 - Current
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Followed through with client requests to resolve problems.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

CORRECTIONAL OFFICER

SHELBY COUNTY DIVISION OF CORRECTIONS
11.2012 - 09.2017
  • Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats.
  • Booked new inmates into facility and processed inmates for release.
  • Assisted in development of procedures and policies to maintain peace and order in facility.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Responded to emergency situations and de-escalated hostile confrontations.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Conducted security checks of inmates and living areas.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
  • Monitored visitation sessions to ensure compliance with established guidelines and maintain facility security.
  • Transported inmates to and from court hearings, medical appointments and other locations.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Prepared reports to document incidents and violations.
  • Observed behavior of residents individually and in groups.
  • Made rounds at specified intervals and conducted head counts and roll calls.
  • Documented inmate behavior and activities in logbooks.
  • Identified needed updates to correctional plans and assigned inmates to appropriate housing.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Facilitated rehabilitation programs for inmates, promoting positive behavioral changes and reducing recidivism rates.
  • Completed intake paperwork, fingerprints, and searches.
  • Received and accounted for personal possessions and determined inmate work assignments.
  • Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
  • Coordinated with other law enforcement personnel to exchange information.
  • Built solid relationships with staff and residents to keep institution safe and secure.
  • Received and inspected mail, property and funds from visitors on behalf of designated inmates.
  • Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
  • Established positive working relationships and maintained boundaries with resident offenders.
  • Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
  • Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.

Education

No Degree - Business Administration And Management

LANE COLLEGE
JACKSON, TN
08.2005

Skills

  • Technical Support
  • Network Troubleshooting
  • Microsoft Outlook
  • Friendly and Patient
  • Customer Service
  • Employee Computer Support
  • Access issue resolution
  • Appointment Scheduling
  • Remote Support
  • Software diagnosis
  • Remote Technical Support
  • Problem-Solving
  • Troubleshooting Network Issues
  • Service Schedule Coordination
  • Issue Troubleshooting
  • Escalation management

Timeline

Customer Technical Support Analyst

ADT
02.2022 - Current

CUSTOMER SERVICE MANAGER

NELSON APPLIANCE INC
09.2017 - Current

CORRECTIONAL OFFICER

SHELBY COUNTY DIVISION OF CORRECTIONS
11.2012 - 09.2017

No Degree - Business Administration And Management

LANE COLLEGE

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ZIPPORAH NELSON