Jerome A. Email & Phone Number

Herndon, Va, Us

Provided exceptional tier 1 and tier 2 support for Department of Veterans Affairs Telehealth users, delivering assistance through various channels such as phone, email, and ticketing systems.Consistently exceeded service level agreements (SLAs) with a ticket-to-call ratio surpassing 100%, resulting in the closure of an average of 20 tickets per day.Maintained a customer satisfaction rating of 99%+, ensuring exceptional user experiences and fostering positive relationships with clients.Collaborated effectively with cross-functional teams, including network services, software engineering, applications development, and vendors, to swiftly restore services, identify root causes, and implement effective solutions.Coordinated, scheduled, and tracked the receipt, distribution, shipment, and disposition of assets, ensuring complete life-cycle management and compliance with organizational standards.Utilized Airwatch WorkspaceOne UEM for the management of mobile devices, ensuring optimal functionality, security, and compliance with organizational policies.Administered user and account Identity and Access Management (IAM) protocols, facilitating seamless access to critical business services while ensuring data security and compliance with regulatory standards.

Baltimore, Maryland, Us

Applied advanced conflict resolution skills to de-escalate tense situations and employed defensive tactics when necessary to handle challenging residents.Developed and implemented proactive prevention strategies to anticipate and mitigate potential conflicts, fostering a secure and stable environment within the facility.Collaborated seamlessly with fellow staff members, sharing insights and coordinating efforts to address the diverse needs and challenges presented by the resident population.Served as a liaison between the detention center and the community, fostering understanding and cooperation to support the successful reintegration of residents into society.Maintained meticulous records of incidents, interventions, and outcomes, contributing to the documentation and analysis of patterns for continuous improvement.

Bellevue, Wa, Us

Diagnosed and repaired software and hardware inquiries thoroughly, professionally and quickly by asking clear and specific questions.Provided customers cutting-edge solutions in a friendly, confident and knowledgeable manner.Achieved Personal sales and profitability goals by consistently and proactively engaging customers in a high volume location.