JACK WILSON
**************@*****.***- **** 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
**************@*****.***- 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