Jennifer Lynn Thornton is seeking a position as an Implementations Engineer to further advance her software development skills and career. She has over 10 years of experience providing customer support and technical assistance in various roles at Q2banking, TimeWarnerCable, and Apple. Her experience includes implementing software upgrades, enhancing products, troubleshooting complex issues, and providing excellent customer service. She has a BA in English from Texas State University and an Associate of Practical Theology degree from Christforthe nationsInstitute.

1. Jennifer Lynn Thornton
3909 Stoney Hill, Round Rock,TX 78681 | 512-589-9044 | Jenn.Thornton27@gmail.com
Objective
To further my career as Implementations Engineer while advancing my software development skills and experience.
Experience
ApplicationSupportSpecialist|Q2banking |Aug 2012- Present
· Implementation of softwareupgrades and modifications, basic product enhancements, and enhanced
log reading skills.
· Provideexcellent customer service through active listening and probing to better understand the needs
and issues of the client and their end users.
· Provenefficiency,effectiveness,and initiative with troubleshooting complex issues with a direction
toward resolution and excellence.
· Advanced client support and training on Q2 products and services.
· Exceptional communication skills apparent in daily workand interaction with clients and other
departments.
· Excellent rapport with multiple Q2 management, departments, and clients.
· Training and supporting the Support department withdeveloping knowledge of and supporting the
product.
· Enhancement and development of the in-house and customer facing Knowledge Base and SME
OneNote.
Tier3 Technical SupportRepresentative |TimeWarnerCable |Aug 2011– Aug 2012
· Assist customers in troubleshooting various cable boxes and modems using tools such as Unified,
Nyroc,and CSG.
· Demonstrate knowledge of multiple operating systems with the ability to assist customers through
basic navigation of their PC or Mac to resolve networking and connectivity issues.
· Offeredand successfully sold additional products to customers based on their entertainment needs and
desires.
· Provideexcellent customer service through active listening and probing to better understand the
customer’s needs, troubleshoot with customers to resolve their issues, and express empathy in
appropriate situations.
iOS HelpdeskAdvisor(HBACollegeProgram)|Apple,Inc. | May2010– May2011
· Demonstrated knowledge of multiple operating systems and devices by assisting customers in basic
navigation of their PCand/or Mac as wellas walking customers through uninstalling and reinstalling
programs.

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· Offeredand successfully sold additional services to customers that helped facilitatetheir needs and
extend the life of their device.
· Assisted in troubleshooting technical issues on all iOS devices; including but not limited to restoring
and resetting devices, setting up tickets, and escalating calls appropriately.
· Providedexcellent customer service and proven sales skills through activelistening, suggesting
solutions withservices and products, and showing empathy to customers in appropriate situations to
provide reassurance and desire to help customers with their issues.
Education
BA, English |2012|TExasState University
· Major: English Literature and Writing
· Minor: Music Education and Performance
AssociateofPractical Theology |2002|Christforthe nationsInstitute
· Biblical theology and ministry/leadership training.
· Missions and evangelism training.
· Music ministry training and music performance.
Skills & Abilities
· Familiarity with Windows and Mac operating and sever systems.
· Proficientwith all the major browsers on Windows and Mac.
· Proficientwith MicrosoftOffice.
· WPM:60
· Well-developed T-SQLskills.
· Familiarity with Python,C#, and Java Script codes.
· Excellent softwarelog reading skills.
References available upon request.