Jasmine Allen

Promoted to Escalations Team within 3 months for resolving complex, high-volume cases with 95%+ satisfaction; managed 50+ daily escalations and reduced handling time by 25% via process documentation and cross-functional collaboration.

Provided technical consultation and client support, troubleshot web and REST API integrations, and built a Python AI chatbot that reduced customer support response times by 60% and increased engagement by 45%.

Managed 35+ accounts and created a training documentation system that eliminated multi-day access delays for 30+ team members, while identifying process improvements to streamline regional workflows.

Provided technical support and escalation handling for 50+ call center staff on C#/ASP.NET applications, reduced support tickets by 30% through debugging and UX fixes, and authored documentation to aid user adoption.

Provided Tier 2 hardware and software support across macOS, Linux, and Windows with <30-minute response times and 98% first-contact resolution; supported identity and device management via Active Directory and Azure.

Pursuing a Bachelor of Science in Cloud and Network Engineering with expected completion in May 2026, focusing on cloud technologies and networking.

Earned CompTIA Network+ and Security+ certifications (Network+ and Security+ listed with certification date Feb 2026).

Completed Facebook Java Developer Bootcamp delivering practical Java development skills and hands-on project experience.

Completed coursework in Computer Science from June 2010 to May 2014; degree not awarded.

Completed Certified Business Professional in Customer Service (CBP) program in 2012 through Focus: HOPE and IBTA.