Jerome John Email & Phone Number

American Fork, Utah, United States

• Answer and process customer calls effectively and efficiently to optimize customer experience:Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern• Provide timely resolution of customer issues• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call• Provide support for advanced skillsets and customer issues• Answer questions and providing formal and informal mentorship for fellow TSMs Complete other Tech III assignments as required to ensure quality customer service is being provided:• Draft and edit knowledgebase articles• Utilize resources and tools as needed to help take over and resolve difficult issues• Create training content and may present trainings on assigned topics• Participate in special projects and perform other duties as required

Yucaipa, California, United States

• Research, resolve, and respond to customer inquiries received via telephone, email, and voicemail in a timely manner.• Install new and recycled PCs and various hardware upgrade components for customers, as necessary.• Acquire and maintain current knowledge of the relevant hardware and applications used by customers. • Install, configure, and troubleshoot network components for personal computers, printers, and mobile devices.• Perform PC operating system and software installation and performance tuning including memory optimization, and software application settings.• Utilize CRM software to create, edit, update, and close work order tickets and customer profiles as needed.• Work in conjunction with vendor specialists in the resolution of customer support issues to ensure efficient distribution of knowledge and increase customer satisfaction.• Coordinate disposal of all IT endpoint related equipment with local e-waste management facilities.• Identify desktop application and OS vulnerabilities while prioritizing and implementing corrective security measures as needed.• Perform maintenance and advancement of desktop management services including remote control, software distribution, and virus protection services.

Santa Barbara, California Area

• Programmed, tested, and ran simulation scenarios for faculty simulation facilitators, assuring that the facility, equipment, simulators, standardized patients, and supplies are set up appropriately and that desired outcomes will be achieved.• Consulted with faculty and staff on appropriateness of simulations and ensure accuracy of scenario documents to achieve learning outcomes.• Provided training and support to faculty and other simulation center staff in the technical aspects of simulation.• Performed technical support and maintenance for computer-based multimedia systems and their components, including operation of server infrastructure, digital cameras, digital-to-analog converters, monitors, and medical equipment.• Audited, tested, and ensured all technical equipment and systems run efficiently according to current specification requirements, keeping apprised of periodic product information releases.• Developed understanding of campus networking and required systems that allow vendors, faculty, staff, and students to access critical materials.• Kept apprised of all emerging technologies affecting simulation and data capture and participated in technical training.

Yucaipa, Ca

• Promoted gym amenities, products, and services while maintaining a high level of professionalism and service that aligns with company standards.• Performed various administrative tasks such as filing agreements, taking payments, updating billing or contact info, maintaining task lists, retail and supplement sales, and stocking inventory as necessary.• Setup and maintained appointments for services offered by the gym such as personal training, gym tours, etc. and worked closely with trainers and other team members to provide members with the best experience possible.• Ensured all gym policies and procedures are adhered to, and that members and fellow staff members are adhering to all policies and procedures as well.

Master Of Science - Ms, Management And Leadership

Activities and Societies: WGU Night Owls, WGU Cohort Community Groups, Change Management team

Master Of Business Administration - Mba, Business Administration And Management, General

Activities and Societies: WGU Night Owls, Cohort Community Groups, Capstone Business Simulation team

Bachelor Of Science - Bs, Business Administration And Management, General

Associate Of Arts - Aa, Social Sciences

Activities and Societies: Alpha Gamma Sigma Honors Society-Vice President, Philosophy Club presenter, Recipient of Eaton Family, Crafton.

Associate Of Arts - Aa, Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Alpha Gamma Sigma Honors Society-Vice President, Philosophy Club presenter, Recipient of Eaton Family, Crafton.