Customer Service
Resume:
Jeremy Lowe
*************@*****.*** www.linkedin.com/in/jlowe781 781-***-****
OBJECTIVE
My interest in learning about and applying new technology to solve business problems
provided me with opportunities that have allowed me to gain a broad understanding of
the IT landscape including desktop computers and servers, as well as networking and
enterprise applications. Prior work experience in sales allowed me to master valued skills
related to customer interaction and satisfaction. My experience on multi discipline
IT teams allowed me to gain an understanding of infrastructure technologies including
remote access, Server 2012, Microsoft Lync.
EDUCATION
Middlesex Community College 2014
• Associate's degree, Computer Systems Networking and Telecommunications
cERTIFICATIONS
• CompTia A+
• CompTia Network +
• CompTia Security +
• Apple Certified Macintosh Technician
Microsoft Certified Professional
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EXPERIENCE
Systems Administrator April 2014 – Present
Fidelity Investments
COMMUNICATE EFFECTIVELY WITH USERS TO DETERMINE AND RESOLVE
•
COMMON PROBLEMS AND REQUESTS IN COMPLIANCE WITH ESTABLISHED
SERVICE LEVEL AGREEMENTS
BUILD TEST MACHINES OF VARIOUS PLATFORMS FOR TESTERS FOR QUALITY
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ASSURANCE
COMMUNICATE WITH TESTERS AND OTHER TEAMS TO ENSURE APPLICATION AND
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PATCH QUALITY
DOCUMENT AND REPORT DEFECTS FOUND USING HP QUALITY CENTER
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SCHEDULE DEPLOYMENTS USING SCCM
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Desktop Systems Specialist July 2010 – April 2014
Aspect Software
COMMUNICATE EFFECTIVELY WITH USERS TO DETERMINE AND RESOLVE
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COMMON PROBLEMS AND REQUESTS IN COMPLIANCE WITH ESTABLISHED
SERVICE LEVEL AGREEMENTS
CUSTOMER FOCUSED, COMMITTED TO CONTINUOUS QUALITY IMPROVEMENT
•
AND HAVE A CAN-DO ATTITUDE
MANAGE LAPTOP SOFTWARE AND HARDWARE UPGRADES/DEPLOYMENTS
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MAINTAIN LOCAL AUDIO/VISUAL INFRASTRUCTURE (PROJECTORS, VIDEO
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CONFERENCING, ETC.)
MAINTAIN CORPORATE LAPTOP IMAGES
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MAINTAIN ASSET INVENTORY DATABASE TO TRACK AND CONTROL ALL I.T.
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DEPLOYED ASSETS
EAGERLY LEARN NEW TECHNOLOGIES
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WORK OUTSIDE NORMAL BUSINESS HOURS WHEN NECESSARY TO RESOLVE
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CRITICAL ISSUES
Help Desk Analyst I March 2010 July 2010
Liberty Mutual Insurance
MANAGE RESOLUTION OF INBOUND TECHNICAL CALLS QUICKLY,
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PROFESSIONALLY AND EFFICIENTLY IN CALL CENTER ENVIRONMENT
• DIAGNOSE HARDWARE, SOFTWARE, PRINTING, AND NETWORK
CONNECTIVITY ISSUES INCLUDING LAN, WAN, AND VPN ACCESS IN A
WINDOWS XP ENVIRONMENT, OFFERING LEVEL 1 AND 2 SOLUTIONS OVER
THE PHONE
• TROUBLESHOOT CORPORATE APPLICATIONS WITH THE USE OF A
SCRIPTED
KNOWLEDGE BASE AND ASSIGN ISSUES TO THE APPROPRIATE
SUPPORT GROUP
• FOLLOW ALL ESCALATION PROCEDURES ACCORDING TO SERVICE LEVEL
AGREEMENT
• USED REMOTE CONTROL TOOL TO ASSIST END USERS WHEN NEEDED
• PROVIDED AN ACCURATE RECORD OF EACH CALL IN AN INCIDENT
MANAGEMENT TRACKING TOOL
• MONITORED ALL OPEN ISSUES TO ENSURE BUSINESS EXPECTATIONS ARE
MET
Support Analyst February 2008 – March 2010
Single Digits, Inc.
Provided technical product support for Single Digits' management software
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Assisted clients and end-users with WIFI connection issues
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Primary technical resource during the pre- & post sales process
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Directed customer through troubleshooting process and test to ensure troubleshooting success while
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educating customer on available tools to promote customers' self-reliance and instill product
confidence
Work with Product Management to help ensure that the product is fully defined and documented
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Periodic on-call after hours, evening, and weekends work
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Worked as part of team in an exciting, fast-paced environment.
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Identified and communicate root cause when possible, develop solutions.
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Team with cross functional partners and escalate issues as appropriate to ensure optimal product
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performance and reduce repeat issues
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Contact this candidate