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$
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Jerrell A
@jlagcopra
United States
English, Japanese
About me
I am an experienced customer service and help desk professional, able to troubleshoot and resolve technical computer hardware, software, and network issues while providing stellar customer service for every interaction. I have also done extra work on the side, such as recording jobs and AI response evaluation. I am able to put my utmost effort into any project you may have.
Skills
Jerrell A
Offline •
See my services
Technical Support
I will provide expert help desk support and customer service
Work experience
Help Desk Support Specialist
Edward Jones • Full-time
Oct 2022 - Present • 3 yrs 8 mos
• Operated remotely from a dedicated home workstation, providing technical support for Edward Jones branches, home office associates, and external contractors • Delivered Tier 1 support by handling inbound calls (taking 30-40 calls a day) or corresponding directly on self-service tickets, and troubleshooting issues related to software, hardware, and network connectivity, whilst delivering stellar customer service • Documented support tickets and resolutions in ServiceNow ticketing system, leveraging the knowledge base and Microsoft Teams for research and inter-team collaboration • Transitioned into a hybrid Tier 1/Tier 2 role, proactively resolving escalated tickets through detailed research, expert consultation, and follow-up troubleshooting • Consistently achieved 90%+ branch satisfaction ratings and maintained excellent attendance while demonstrating flexibility by covering additional shifts • Mentored Tier 1 peers to foster improvement in calling statistics such as average handle time (AHT), after call work (ACW), and first time resolution (FCR)
