Jason Ellis

**** ****** **, ***********, **, APT: 5023

610-***-**** acxsnr@r.postjobfree.com

Profile

Detail-oriented professional with extensive customer service and service support desk experience. Able to multi-task and adapt to any situation.

CREDENTIALS

Operating Systems

Windows 98/2000/ME/XP/NT/Vista/7/8

Linux

Android

iOS

Hardware

Install, configure and troubleshoot PC’s

Installing/Trouble shooting printers

Cable/FiOS modems

Laptops/Smart Phones

Wireless cards

USB adapters

Assemble desktop PC’s

Repair laptop PC’s

Security

Norton Anti-Virus

McAfee

AVG

Microsoft Security Essentials

Malwarebytes

Virus, Adware and Spam removal

Firewalls

VPN’s

Networking

Subnet Masking

IP Addressing

LAN/WAN Technology

TCP/IP Protocols

Router configuration: Cisco, NetGear, Linksys

Software

Microsoft Word, Excel, PowerPoint, Access,

Outlook,

Active Directory

SQL

VMware

Testing Applications

Customer Service

10+ Years in customer service

Strong written and oral communication skills

Strong ability to patiently assist customers with diagnosis and problem resolution

Maintain customer loyalty by treating customers with empathy and professionalism, resolving issues to the satisfaction of the customer and the company

Strong collaborative skills/Team oriented

EDUCATION

2010 – 2012 ITT Technical Institute Plymouth Meeting, PA

Associate Degree, Computer Network Systems (CNS) (date of graduation: July, 2012)

Coursework includes: Microsoft Desktop Operating Systems; Structured Cabling; Network Standards & Protocols; Linux Operating System; WAN Technology and Application; Database Development; Microsoft Network Operating System; Network Technology & Service Integration

Overall GPA: 3.9

Awards: Perfect Attendance (6 of 8 quarters); Certificate for “Honors” (7 of 8 quarters)

EMPLOYMENT HISTORY

2016-Current Resource Residential, Philadelphia, PA Help Desk Support Technician

Remotetly assists users accross the country using VNC, Remote Desktop, Team Viewer to help resolve issues.

Working face to face with onsite clients to resolve computer/printer issues.

Setting up new hires

Working with vendors resolve various probems for time sensitive issues

Assisting in creating new processes

Reimaging computers/laptops, shipping hardware to various properties

Traveled to different sites to help resolve issues

2012 – 2016 Decision One, Devon, PA Lead Service Support Desk Technical Specialist

Provided basic trouble shooting and parts prediction to assist in resolving issues

Drafted and implemented training materials for new hires

Compiled articles for the knowledge base

Revised and streamlined processes

Assisted Escalations/Exceptions desk with resolving system errors.

Admin for Managed Accounts Group(MAG Website updated HTML/Customers)

Given a lead role based on performance and reliability

Promotion on September 1st 2014 to support a government contract permanently.

Worked with government accounts that require accuracy and the ability to follow strict policies and procedures on time sensitive issues.

2006 – 2012 Giant INC, Pottstown, PA Produce Associate

Trained new associates

Provided customers service for potential customers

Trained new associates

Responsible for packaging and unpacking products for the sales floor

Offered management positions

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