Remote Fulfillment Agent (Tier 2 Remote Support)

Jason Windsor

**** ***** **, ******, ** ***** 252-***-****

*******@*****.***

Profile

Reliable and hardworking achiever with excellent work ethic and team loyalty. Highly driven, critical thinker and problem solver who strives to be a career man, rather than a job man.

Summary

Comprehensive IT Skills – Hardware and software troubleshooting and repair, upgrading, and patching both Servers and PC's, Apple devices, Android and Windows based portable devices.

Experienced Support Technician - Tier I and Tier 2 Help Desk support ticketing, Tier 1 and Tier 2 Repair Ticketing in a remote and office setting.

Strong Customer Service background - Confident in placating and delighting dissatisfied end-users, both in person and virtually, in a time-pressured and metric-driven environment.

Solid team and solo work background - Ability to work effectively and multi-task in a teamwork setting, maintaining a cooperative and effective relationship with team members, or work solo with little direction.

Skills

Windows 10, 8.1, 8, 7,

Mac OSX (All variants)

Linux

Microsoft Applications (Outlook, Excel, Word, PowerPoint)

LAN, WAN setup and troubleshooting

ESXI(VSphere) Virtualization

KVM Virtualization

VM Ware Air watch

Active Directory

MySQL database knowledge

Java programming

Logmein remote desktop support

Symantec Management, NetApp and Barracuda backup server

Configuration of routers, switches, range extenders and VOIP systems.

Web Portal, Work Order and Help desk management

Audio/video troubleshooting and configuration

Printer/Scanner Troubleshooting and Installation (Kodak, Brother, Xerox, HP, Epson, Lexmark)

Router, Modem, Switch Troubleshooting, Resolution and Installation

Education

Attended James Hunt High - Graduated 2002

Attended Wilson Technical College 2010 - Cisco CCNA Network Admin/Linux System Admin

Best Buy ‘Harvest’ Leadership Program.

Employment History

Best Buy Corp.

Covert Fulfillment Agent (Tier 2 Support) (June 2016 – September 2017) Provided Tier 2 Tech Support in a virtual environment. Common tasks included diagnostics and repair, system upkeep, manual virus and malware removal and file recovery, network installation of routers, switches, virtual machines, software installation and server management, printer troubleshooting and setup, Citrix and Vsphere troubleshooting and resolution.

Geek Squad Manager and District Specialty Coach (April 2014 – June 2016) Managed a team of advanced repair agents and customer service employees to ensure effective turnaround times and project completion. Assisted with advanced repair as needed. Responsible for training managers and supervisors across 45 stores in Client Satisfaction (NPS), P&L Management, Payroll, HR and Talent Acquisition, and how to excel in a metric driven environment while engaging employees as a ‘leader’ not just AS a manager.

Geek Squad Agent (April 2013 - April 2014) Completed advanced repairs on customer units as well as day to day diagnostics and repairs, updates and system maintenance. Taught client classes in basic computer skills.

Computer and Tablet Specialist (August 2012 - April 2013) Sales and information specialist for computers and all associated peripherals, tablets, etc.

West Point Holdings LLC

System Administrator (Network Consultant) (2013 – 2016) Responsible for the setup and maintenance of all company technology, both server and client-side for all employees both office based and in the field. Initial network setup, upgrades and new employee setups and synchronization of all devices and cloud storage. Installation and maintenance of custom software as well as monitoring and maintaining dedicated and archived backups. Troubleshooting and repair on the web portal used by third party vendors and affiliates.

Food Lion LLC

Deli Manager (2012 – 2013)

Market Manager (2011 – 2012)

Stocker/Butcher (2003 – 2012)

Additional Information

Clean Drivers License

Intermediate American Sign Language

Built and maintained computers, servers and technological projects since childhood.

References and Letters of Recommendation Available

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