dakota jones

* At Convergys I provided advanced support to 20+ agents daily who were addressing the needs of AT&T U-verse members. While there I accomplished the following: * Used proper call handling techniques when speaking to clients * Provided specialist support to tier one agents * Resolved customer issues on the first contact * Contributed constructive feedback to improve the program's policies and workflows * Emulated predefined processes to resolve common issues quickly and effectively * Developed new processes to reduce future resolution times * Adapted to changing customer and client needs * Exceeded or achieved applicable metric goals * Maintained complete and accurate records of all interactions

* At Walmart TLE, I performed full service tire and oil changes. This included: * – Performed automotive technician duties * – Used properly selected tools * – Operated automotive lifts and other machinery safely and according to procedures * – Built a working customer relationship by answering questions, recommending needed services * and/or parts, and following “customer first” guidelines * – Ensured a safe and clean working environment * – Maintained required paperwork and logs

* Here I cooked, cleaned, and served food to hundreds of people enjoying a bite to eat at the local McDonalds. I also: * – Provided a positive customer experience by greeting and engaging customers with a friendly attitude * – Preserved high quality standards by taking and assembling orders accurately * – Prepared food according to quality and health standards * – Supported a productive team environment by helping wherever needed * – Handled cash transactions

* I led a team of 20 associates where my primary responsibility was ensuring the smooth operation of a ride group serving thousands of guests each day. I also: * – Created a fun and energetic guest environment * – Cultivated a top-tier ride crew by personally training each crew member * – Managed crew rotations and lunches * – Aided the area supervisors in resolving staffing issues * – Resolved any guest complaints * – Sustained a high ride throughput * – Conducted ride according to Standard Operation Procedures and Six Flags Policies * – Followed all safety procedures

* Provided remote and on-site support to agents of FirsTech's walk-in bill payment service. There I: * Handled all inbound support calls and tickets in an efficient and timely manner * Installed hardware and software at agent locations * Trained agents on the use of software both in person and remotely * Managed agent equipment stock for the Missouri region * Designed and deployed network infrastructure to connect remote help desk sites using VPNs * Deployed and administered help desk Active Directory system * Developed and maintained custom WDS images for use on agent PCs * Created custom software to improve remote troubleshooting capabilities * Used critical thinking to resolve problems that did not have a clear process * Wrote documentation to ensure a consistent high level of service with all associates * Communicated with team members to resolve issues spanning multiple areas of expertise * Completed special projects outside of daily responsibilities as needed

* With Hostirian I monitored and provided support for all services provided to Hostirian's clients. This included: * Monitored thousands of tests on hundreds of devices and circuits to ensure optimal uptime * Managed and monitored both in-house and client network infrastructure * Analyzed alerts to determine the best solution or escalation path * Notified applicable contacts of issues and outages * Operated proactively to resolve potential issues before they became impacting * Responded to incoming phone calls, emails, and tickets requesting support or changes * Created and maintained tickets for issues * Escalated tickets to correct teams when necessary * Taught monitoring systems correct baselines and thresholds to reduce false-positive alert noise * Documented and analyzed recurring issues to determine root cause and solution * Worked alongside system engineers, vendors, and clients to resolve complex issues * Completed physical change requests and troubleshooting on data center hardware and systems

Activities and Societies: Dean's List

Activities and Societies: Football, Robotic