Jacori Mitchell Email & Phone Number

Houston, Texas, United States

Keep records of customer interactions, process customer accounts and file documentFollow communication procedures, guidelines and policiesStrong computer and multi-tasking skills as well as the ability to confidently work in multiple systems with dualmonitorsStrong verbal/written communication and interpersonal skills

Austin, Texas, United States

In this field my duty is handling as well verifying revenue and expenses that are claimed, preparing reports for for the next shift, and frequently check for use Cases that are submitted by either 'Mobile' or via "Guest Request/Experience (GXP). The program that we use to preform all functionalities in is MARSHA. This program is responsible for handling all our reservations and request from our GXP site. A two-way factor of authentication is always required for accessing servers such as emails or Sertify. Upon downtime, my other responsibilities are backing up Hard Drives, maintaining our tech equipment, and monitoring cameras.

Austin, Texas, United States

Our company main goal were to provide technical support to end-users within different regions of the company. Our main data center is located in Central Austin, however due to post-covid, the company transition remote work and cloud-based servers. Part of the job description is knowing how to identify frequent issues, and which steps were the best practice to resolve the end-user situation. If not, it was best to know how to efficiently access our resources, such as SharePoint, and to be able to guide the user through within a comprehensive and timely manner. We were also responsible for granting and updating end-users roles using Lightweight Directory (LDAP). This was preformed either by role assignment, moving individuals, or creating workstations through out different departments within. However this was action was only preformed by receiving a Delegation of Authority or a Memorandum. We would receive these request through our ticketing system, or commonly known as CPM (Customer Process Management). It was critical for our team to reach at least reach our quota in tickets by the end of our work shift. Without that, the company infrastructure would begin to suffered due to role assignment. Because our position most of times were the first line of defense, it would be important for our employees to equipped with strong customer service skills, critical thinking skills, and knowing how to properly deescalate situations, if needed. Our team were also responsible for handling projects, e-mails, and User-IDs. In rare occasions, we would use RDP, to properly guide clients through corrective steps. Because the job position was remote, and we were responsible for handling Personal Identifiable Information (PII). It was important that we knew how used two factor authentications, before gaining access to our desktop, such as PIV cards, and PIN numbers. Lastly, to gain access to company infrastructure browser, it was important that our connection is tunneled through a VPN.

Austin, Texas, United States

In this field my team worked in a virtual environment that provided online support for members who have acquired our services upon purchasing their New/used vehicles via phone, or Infotainment Systems. The services we provided were through OnStar, but were only available to selected cars brands, such as: Chevrolet, GMC, Buick, and Cadillac. We would start by greeting the Customer over a recorded line, before proceeding forward with any concerns or trouble they may have at hand. Often times our job consist of either E-Commerce Transactions, troubleshooting their infotainment systems, or guiding callers with their mobile devices upon connecting to Bluetooth. Commonly we were responsible for troubleshooting hardware components and network issues, if the end-user was having trouble with accessing Wi-Fi, through their vehicle. Thus would require us to establish a theory first, before taking predefined steps in order to resolve the issue that they may be experiencing. Other times we would provided OTA updates, and over the phone MoA before moving forward with transactions. Upon verification and agreement, my team and I were also responsible for dealing with account merging, separations, and sending commands codes to vehicles if a client were unable to gain access to their vehicle. We also dealt with Mobile app functionalities, such as remote lock, start, alarm, and in rare instances Bluetooth connectivity. This would also require us to research the Infotainment System form factor for compatibility, if the vehicle already came with these features preinstalled. Other times we dealt with deescalating situations if a Subscribed member discovered that some feature were not integrated into their vehicle upon purchase. Because this Position was remote, we use a Type 2 hypervisors in order to preform all of our duty successfully and for privacy of the client and the company behalf.