1. Kevin Jones
7826 Sawmill Trail
Houston, Texas 77040
Phone: 713-503-9389  E-Mail: kjones7479@yahoo.com
Candidate Summary
A self-motivated technology professional committed to execution and operational excellence with more than 12 years of
experience – engaging in service delivery and continuous improvement efforts within the technology service industry and in
retail operations. Solid understanding of people, process, data, and technology and how each can be leveraged in the creation
of sustainable solutions for business problems.
Professional Experience
Comcast (Technical Support Specialist – Level 3) 07/2008 - Present
 Responsible for phone based technical support to customers for resolution of internet, phone, and cable issues and
service problems. Accountable to assure customer centric service with adherence to Comcast standards and
procedures.
o Constantly achieved First Call Resolution goal of over 80
o Research and follow up of billing and account correction inquires
o Schedule home install or repair of products and services
o Escalation of customer issue involving installation, repair or customer service
o Respond to billing, sales and service inquires
o Monitor and respond to supervisor queue on a regular basis for previous team*
Sam’s Club Walmart Corporation (Audit Team Associate) 10/1998 – 7/2008
 Responsible for accurate and reliable tracking of sales and shrinkage via proprietary database and monitoring
software to develop project strategies and goals focusing on results in areas of improving reducing inventory
discrepancies.
o Responsible for accurate and reliable tracking of sales and shrinkage via proprietary database and
monitoring software
o Provide leadership and task direction for audit team and club staff in a fast paced, highly interactive team
environment ensuring priorities are clearly communicated and achieved
o Conduct periodic store audits, conduct investigations and records review to resolve discrepancies or identify
trends requiring further review
o Complete routine maintenance task on membership database system
o Lead audit team meetings; publish status and performance reports
o Develop, implement and maintain schedules to ensure effective execution of audits.
Education andTraining
DeVry University 10/2006
Bachelor of Science – Major: Technology Management/Computer Information Systems
Professional Certifications
Lean Six Sigma Yellow Belt – (In Progress) 10/2014
Microsoft A+ 3/2008
Relevant Skills, Strengths and Knowledge
 Excellent customer centric issue resolution experience
 Proficient User: MS Excel, PowerPoint, Outlook, Word,
Access, Visual Basic, SQL
 Solid communication/interpersonal skills, with the
ability to foster and develop positive relationships
 A team-oriented professional who leads by example
and encourages collaboration
 Comcast Billing and Troubleshooting Systems: ACSR,
CSG and Grand Slam Ticketing Systems, Einstein
 Root Cause Analysis and Fact Based/Data Driven
decision making
 Operating Systems: WINDOWS (8,XP,VISTA/7) APPLE
iOS