JOURDAN COPELAND
Chesapeake
Summary
Detail-oriented Technology and Customer Solutions professional skilled in resolving complex technical issues, documenting workflows, and analyzing customer needs. Expertise includes collaborating with cross-functional teams and communicating technical information effectively. Aiming to leverage analytical and application support experience in a Business Systems or Application Analyst role.
Overview
1
1
year of post-secondary education
3
3
years of professional experience
Work History
Solutions Specialist
VERIZON
04.2023 - Current
- Analyze customer and business requirements to recommend appropriate technology solutions and improve operational outcomes.
- Delivered front-line technical support for mobile devices, software applications, and digital services, documenting issue resolutions to enhance service reliability.
- Partner with cross-functional teams to investigate and resolve account, billing, service, and application-related issues.
- Translated complex technical concepts into clear, user-friendly guidance, improving customer understanding and satisfaction across varying technical backgrounds.
- Identify recurring trends, recommend workflow improvements, and contribute to process optimization initiatives.
- Configure devices, manage user access, and support software implementation and troubleshooting.
- Maintain accurate documentation, service records, and process updates while ensuring compliance with organizational standards.
- Managed competing priorities to consistently exceed customer service expectations and enhance overall performance outcomes.
Education
Associate of Science - Ultrasound Technician
Tidewater Community College
Chesapeake, VA 10.2025 - 07.2026
Skills
- Business Analysis
- Application Support
- Workflow optimization
- Process optimization
- Data Analysis
- Reporting
- Technical Troubleshooting
- Microsoft Excel
- Microsoft Office Suite
- Documentation skills
- Technical writing
- Problem Solving
- User Support
- Customer Relationship Management
- Team collaboration
Timeline
Associate of Science - Ultrasound Technician
Tidewater Community College
10.2025 - 07.2026
Solutions Specialist
VERIZON
04.2023 - Current