Jamal Mercer Email & Phone Number

Seattle, Wa, Us

Redmond, Washington, United States

- Coordinate and lead engagements at Microsoft's Cybercrime Center for EBC Microsoft's EBC clients. - Engage government officials, law enforcement organizations, NGOs, security vendors and other cross industry partners around Microsoft’s external efforts in combating cybercrime.- Coordinate with subject matter experts on creation and delivery of technical content as well as non-technical curriculum differentiated for audience intent.

Bellevue, Washington, United States

Greater Seattle Area

- 4 years experience coordinating and hosting executive engagements and technical presentations at Microsoft’s Cyber Defense Operations Center and Cybercrime Center.- Coordinate with subject matter experts on creation and delivery of technical content as well as non-technical curriculum differentiated for audience intent. - C-level briefings include technical presentations, educating on and instilling confidence in Microsoft's efforts and ability to form a unified and coordinated defense against an evolving landscape of sophisticated threat actors. Explaining the industry leading practices and processes put in place to protect global cloud infrastructure and services, products and devices, and their own corporate resources.- Engage government officials, law enforcement organizations, NGOs, security vendors and others cross industry partners around Microsoft’s external efforts in combating cybercrime.- Help to foster and encourage new partnerships across programs addressing issues spanning from tech support fraud and online child exploitation to customer credential theft and nation state actors. - Influenced a pipeline of revenue exceeding $5.3 billion in opportunity.- Achieved a customer satisfaction rate in demonstrations, speaker effectiveness, and content exceeding 8.8 out of 9.0 from feedback.

Everett, Washington

Complete ownership of the repair process. Perform all repairs as quickly as possible without sacrificing service quality. Safeguard client devices and data throughout the repair process. Maintain open communication with clients about the repair process to alleviate concerns and gather any necessary information relevant to the repair. Ensure that all client issues are addressed thoroughly through the initial repair without the need for repeats. Maintain a constant awareness of new issues facing consumer electronics and software in order to be able to address them for clients. Keep comprehensive notes on all steps of the repair process and issues that arise. Dispense this information to Consultation Agents to assist them with providing an informed demonstration of the work performed for the client at pickup. Answer questions for Consultation Agents and provide advice on the best course of action. Delivered a quarterly training on the Level 1 in-store data recovery process; enabling my peers to provide a faster means of restoring deleted information for clients.

Everett, Washington

Swiftly and accurately identified client issues through a combination of targeted questioning and demonstration. Explained available services to clients in an accessible manner to set proper expectations, and sold them the service solution that would best suit their needs. Ensured all client needs and concerns were accurately documented to ensure that all repairs achieved clients definition of fixed. Partnered with Advanced Repair Agents to become more familiar with both common and advanced issues as to resolve them with the client present and without the need to check in their device. Personally owned client experience to ensure repeat business. Personally created multiple forms to assist precinct with streamlining the new computer set up process and reduce turn time while maintaining a high level of service quality. Created a services sales training video that won a contest run by our District Manager. Maintained a position as the highest revenue generating agent in my precinct for the entirety of my time in this position.

Everett, Washington

Leveraged Best Buy provided training, relationships formed with merchandise vendors, and personal research to gain comprehensive knowledge on all products within the Digital Imaging and Appliances departments. Became the stores go to camera specialist. Utilized practical and customer specific questioning to determine the most appropriate product recommendation to make. Drove complete solution selling to maximize customer satisfaction and minimize product returns.

Groton, Connecticut

Worked in concert with a team of fellow employees to accurately restock Commissary in the least amount of time possible.

Groton, Connecticut

Responsible for the staging of furniture on the sales floor. Maintained inventory. Processed sales.Operated with minimal supervision.Received performance recognition awards for 12 out of 25 months of employment.

General Studies, 3.03

Activities and Societies: Talk Time - A conversational group allowing international students to interact with native English speakers.

General Studies, 3.18

I attended Everett Community College as a full-time student while working full-time to continue my pursuit of an Associate of the Arts.

General Studies

Activities and Societies: Drama Club President I attended Three Rivers as a full-time student while working full-time prior to my move.