JACK WILSON

acpult@r.postjobfree.com- **** OLDE STAGE RD, BOULDER, CO 80302

720-***-****(C)

TECHNICAL SUPPORT ENGINEER- I HAVE WORKED WITH COMPUTERS FOR MANY YEARS PROFESSIONALLY AS

WELL AS A HOBBY. I HAVE EXTENSIVE KNOWLEDGE IN HARDWARE, SOFTWARE, TROUBLESHOOTING,

MAINTENANCE, AND ENTERPRISE SUPPORT.

EXPERIENCE

CCI, IBM BOULDER, CO - SHIFT LEAD/OUTAGE FOCAL 04.2010-

12.2014

● CUSTOMER SERVICE REPRESENTATIVE - STRIVE TO PROVIDE THE BEST SERVICE TO CUSTOMERS

● SUPPORT 20+ ACCOUNTS WORLDWIDE ON THE NON-PRIME SHIFT

● 4+ YEARS AS AN IT SPECIALIST, PROVIDING SUPPORT VIA TELECOM, EMAIL, AND INSTANT MESSAGING

● HIGHEST FIRST CALL RESOLVE RATE OF THE NON-PRIME TEAM

● CONTROL DESK – PROCESSING EMAIL AND IMAC REQUESTS IN ACCORDANCE WITH SET SLAS.

70-80 EMAIL REQUESTS/IMAC REQUESTS DAILY

● OUTAGE FOCAL – MANAGE AND DELEGATE HIGH-PRIORITY (SEVERITY) ISSUES BETWEEN INTERNAL AND

CUSTOMER SUPPORT TEAMS.

● MONITOR AGENT PRODUCTIVITY - RECEIVE CUSTOMER FEEDBACK AND COACH EMPLOYEES INCREASING

PRODUCTIVITY AND CUSTOMER SATISFACTION

● RSA SECURID FOCAL - ASSIGN/CONFIGURE/MAINTAIN RSA SECURID HARDWARE AND SOFTWARE

CITRIX

TOKENS FOR REMOTE ACCESS VIA

● CTS – MANAGED THE CENTRALIZED TECHNICAL SERVICES TEAM PROVIDING AFTER-HOURS REMOTE

ACCESS SUPPORT TO USERS AROUND THE GLOBE

● ACTIVE DIRECTORY ADMINISTRATION - ADD/REMOVE/CONFIGURE GROUPS, POLICIES, AND USER

PROFILES

SAP USER ADMINISTRATION

●

TICKET MANAGEMENT USING: TSD/MANAGENOW, MAXIMO/ISM, REMEDY, AND IMPACT

●

LOTUS NOTES/MICROSOFT OUTLOOK END USER SUPPORT

●

CONFIGURING EXCHANGE/NOTES TRAVELLER ON IPHONE/BLACKBERRY/ANDROID DEVICES

●

NETWORK TROUBLESHOOTING AND COORDINATION WITH AT&T ON NETWORK OUTAGES

●

SAFEWAY, ERIE, CO - CASHIER, DELI CLERK, DAIRY, COURTESY CLERK 06.2007-

11.2009

● CUSTOMER SERVICE- PROVIDED SUPERIOR CUSTOMER SERVICE TO ALL CUSTOMERS

● WORKED AS A "FLOATER EMPLOYEE" WORKING IN DIFFERENT DEPARTMENTS, FROM MEAT CUTTER IN

DELI TO STOCKING TO CASHIER.

● 2.5 YEARS EXPERIENCE WORKING WITH CUSTOMERS AND VENDORS

EDUCATION

FRONT RANGE COMMUNITY COLLEGE - COURSEWORK TOWARDS AN ASSOCIATE OF SCIENCE DEGREE

ERIE HIGH SCHOOL, HIGH SCHOOL DIPLOMA, CLASS OF 2008, ERIE, CO

JACK WILSON

acpult@r.postjobfree.com- 6912 OLDE STAGE RD, BOULDER, CO 80302

720-***-****(C)

● TOOK SEVERAL ADVANCED MATH CLASSES UP TO CALCULUS I

● SEVERAL TECHNOLOGY CLASSES INCLUDING A+ CERTIFICATION, CABLE INSTALLATION, AND

MULTIMEDIA

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