Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ezra Jones

Lawrenceville,GA

Summary

Experienced professional call center customer service representative dedicated to delivering courteous, prompt, detailed, and accurate support. Proficient in managing both outbound and inbound calls with a proven track record of effectively handling emergency issues with patience and tact.

Overview

14
14
years of professional experience

Work History

Electrician Helper

AAA Electrical Doctors LLC
02.2019 - Current
  • Helped complete system installations, digging trenches and breaking up concrete.
  • Performed installations, alignments and balancing of mechanical equipment.
  • Worked under supervision of Journeyman Electrician to learn trade and develop electrical knowledge.
  • Planned processes and assignment utilizing schematic diagrams.
  • Configured controllers and set up panels for electrical installations.
  • Learned to expertly use hand and power equipment for hoisting, drilling, anchoring and securing.
  • Adhered to strict regulations as well as detailed instructions, guidelines and specifications.
  • Pulled wire through conduits and through holes in walls and floors.
  • Checked and performed electrical wiring through conduits and holes in walls and floors.
  • Tested continuity of circuits using test equipment to verify compatibility and safety of systems following installation, replacement or repair.
  • Installed appropriate parts to bring electrical power to audio and visual equipment, signaling devices and heating or cooling systems.
  • Boosted job efficiency and customer satisfaction by maintaining organized and clean job sites.

Computer Hardware and Network Technician

MKM Multimedia Works
01.2012 - Current
  • Facilitated seamless data migration with thorough planning and execution of backup strategies.
  • Developed tailored training materials for end-users, fostering a culture of self-sufficiency within the organization.
  • Assisted in the development of disaster recovery plans, safeguarding critical business data in case of emergencies or system failures.
  • Maintained accurate inventory records, tracking assets throughout their lifecycle from procurement to disposal.
  • Collaborated with cross-functional teams to develop comprehensive IT infrastructure plans, ensuring optimal connectivity and performance.
  • Supported users on a daily basis, addressing technical inquiries promptly and professionally.
  • Enhanced system security through regular updates and patches for operating systems and software applications.
  • Conducted regular audits of IT assets, ensuring compliance with company policies and industry regulations.
  • Implemented efficient cable management techniques, minimizing clutter and optimizing space utilization in server rooms.
  • Improved network performance by troubleshooting hardware and software issues.
  • Diagnosed complex network issues, utilizing advanced diagnostic tools to identify root causes quickly.
  • Reduced IT expenses by identifying cost-effective hardware and network solutions.
  • Optimized server uptime by conducting routine maintenance and monitoring equipment health.
  • Proactively identified areas for improvement in the IT infrastructure, presenting recommendations to management that resulted in increased system stability and reliability.
  • Oversaw successful hardware upgrades by creating detailed project plans outlining timelines, resources required, and potential risks involved in each phase of implementation.
  • Assisted with the onboarding process of new employees by setting up computer hardware, email accounts, and network access permissions, ensuring a smooth transition into their roles.
  • Performed preventative maintenance on servers and networking equipment regularly, reducing downtime due to unexpected failures or outages dramatically.
  • Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
  • Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
  • Maintained detailed documentation through all phases of development, testing and analysis to enhance organizational productivity.
  • Strategically implemented new computer projects and hardware installations to improve workflow for all employees.
  • Investigated hardware product issues involving materials and software and devised solutions.

Inbound Customer Service Representative

Ttechsolutions
07.2023 - 07.2024
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
  • Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Streamlined communication with customers by providing accurate information regarding products and services.
  • Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Inbound Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
03.2021 - 05.2023
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Customer Service Specialist

Support.Com Inc.
06.2020 - 07.2020
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

IT Support Specialist

UPS
10.2018 - 01.2019
  • Processed over 40 support requests weekly for technical assistance on wide range of issues related to Windows and UPS Internal software.
  • Configured hardware, devices and software to set up work stations for employees.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Determined hardware and network system issues using effective troubleshooting techniques.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Delivered onsite technical support for 1000 employees.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved system, hardware and telephone issues within 2 hours, improving efficiency among all departments.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed multiple security applications and devices and suggested additional security measures.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Uploaded new software, rolled out updates and applied patches to multiple servers upon release to thwart severe and malicious threats from penetrating networks.

Lead Sales Associate

Dollar General
06.2017 - 10.2018
  • Helped complete system installations, digging trenches and breaking up concrete.
  • Performed installations, alignments and balancing of mechanical equipment.
  • Worked under supervision of Journeyman Electrician to learn trade and develop electrical knowledge.
  • Planned processes and assignment utilizing schematic diagrams.
  • Configured controllers and set up panels for electrical installations.
  • Learned to expertly use hand and power equipment for hoisting, drilling, anchoring and securing.
  • Adhered to strict regulations as well as detailed instructions, guidelines and specifications.
  • Pulled wire through conduits and through holes in walls and floors.
  • Checked and performed electrical wiring through conduits and holes in walls and floors.
  • Tested continuity of circuits using test equipment to verify compatibility and safety of systems following installation, replacement or repair.
  • Installed appropriate parts to bring electrical power to audio and visual equipment, signaling devices and heating or cooling systems.
  • Boosted job efficiency and customer satisfaction by maintaining organized and clean job sites.

Education

GED -

Morrow High School
Morrow, GA
01.2005

Skills

  • Network Troubleshooting
  • Remote Support
  • Data Backup and Recovery
  • IP Addressing
  • Network configuration
  • Hardware Installation
  • Hardware Repair
  • System Maintenance
  • Hardware diagnostics
  • Customer Relationship Management
  • System Configuration
  • Technical Support
  • Helpdesk support
  • Network Administration
  • Network support

Timeline

Inbound Customer Service Representative

Ttechsolutions
07.2023 - 07.2024

Inbound Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
03.2021 - 05.2023

Customer Service Specialist

Support.Com Inc.
06.2020 - 07.2020

Electrician Helper

AAA Electrical Doctors LLC
02.2019 - Current

IT Support Specialist

UPS
10.2018 - 01.2019

Lead Sales Associate

Dollar General
06.2017 - 10.2018

Computer Hardware and Network Technician

MKM Multimedia Works
01.2012 - Current

GED -

Morrow High School

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Ezra Jones