Joshua Jones

JOSHUA JONES Location: Accra-Ghana PROFESSIONAL SUMMARY A dedicated and people-oriented professional with over three years of experience supporting customers in the tech and telecom space. I am passionate about helping people solve problems and ensuring they feel heard and valued. I have built a strong track record of resolving customer issues quickly and clearly often over phone, email, or chat and I take pride in making complex things simple for users. I am comfortable working independently in remote environments, managing multiple requests, and always aiming to leave every customer interaction with a positive impression. SKILLS AND COMPETENCIES ▪ Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) ▪ Google Workspace (Docs, Sheets, Drive, and Gmail) ▪ Remote Access Tools: AnyDesk and TeamViewer ▪ CRM Platforms: Freshdesk and Splynx ▪ Accurate Data Entry & Documentation ▪ Customer Support & Problem Resolution ▪ Time Management & Remote Productivity ▪ Clear Written & Verbal Communication PROFESSIONAL EXPERIENCE October 3, 2022–Present: Customer Support Specialist, Teledata ICT Limited, Accra - Ghana. ▪ Helped customers resolve internet connectivity and equipment issues through phone, email, and our support ticketing system (Freshdesk and Splynx), always aiming for clear and helpful communication. ▪ Handled over 200 customer inquiries monthly, ensuring fast responses and follow-ups to keep customers satisfied and informed. ▪ Guided users through step-by-step troubleshooting processes with patience and clarity, regardless of their technical background. ▪ Collaborated with internal teams to escalate and resolve complex customer problems, ensuring minimal service disruptions. ▪ Helped with regular admin tasks and made sure documentation was complete and up to date. ▪ Attended virtual team meetings and adapted quickly as workflows changed. Joshua Jones 1 May 2021 – October 2021: Data Analyst-Remote; SideHustle Limited ▪ Entered, reviewed, and corrected user sign-up data and content listings in Google Sheets to ensure accuracy and consistency across the platform. ▪ Collected, cleaned, and organized datasets to support the development of a media streaming platform. ▪ Worked with Excel and Google Sheets to build simple, easy-to-follow tracking systems the team could rely on. ▪ Helped spot and fix errors in large datasets like duplicates and missing values to improve accuracy and reliability. ▪ Created simple charts and summaries so the team could quickly see what the numbers were saying, even if they were not data experts. ▪ Learned how to communicate clearly in a remote work setting and explain technical details in plain language. EDUCATION 2018 – 2022: Kwame Nkrumah University of Science and Technology (K.N.U.S.T.) - Kumasi ▪ BSc. (Hons.) Telecommunication Engineering. Second Class Honors, Upper Division CERTIFICATIONS ▪ ▪ ▪ ▪ Bright Network, Certificate of Completion, Internship Experience UK 2022-Technology Certificate Course: Introduction to Cybersecurity (Cisco) Jobberman Soft-Skills Training Certificate Course: Fundamentals of Computer Networking on Udemy ▪ Huawei HCIA Datacom certification (Routing and Switching) ACHIEVEMENT AND VOLUNTEER ACTIVITIES - ▪ Peer Mentor: Telecommunication Engineering Students Association, KNUST- ▪ ▪ Vice President of the Telecommunication Engineering Students Association (TELESA), KNUST. Member of the Academic Board Committee, Telecommunication Engineering Students Association (TELESA) KNUST. LANGUAGES ▪ ▪ ▪ English – Professional Proficiency Ewe – Native Twi – Native INTERESTS & HOBBIES ▪ Programming, Gaming, and Music Joshua Jones 2