JARAD J. MARYOTT

Portland, Oregon ***** 458-***-****

ad161h@r.postjobfree.com

QUALIFICATIONS

Eight years of combined experience in IT customer support management with Toshiba (2 years) and Precision Document Solutions (6 years). Established operational structures and created systems to ensure that customer issues were handled quickly and efficiently. Supervised, developed, and expanded support teams; provided training to improve service delivery and workflow management while delivering high-quality customer support. Assigned team members to specific customer support tasks; provided technicians with feedback and support as needed. Monitored Key Performance Indicators, identified needed improvements, and ensured consistent and timely response to customer requests.

Highly motivated to utilize team management and relationship-building skills in an organization that values technical troubleshooting expertise and experience with customer service advocacy.

CORE COMPETENCIES

Strong Technical Background: Twenty+ years in service-focused software and hardware support with cross-functional skills in field service, logistical support, problem diagnosis, and resolution. Proficient with ticket-based enterprise workflow management systems. Expertise in managing customer calls and generating higher-than-average customer satisfaction scores as a support technician. Related strengths in remote customer / user and team training. Well-developed organizational skills with ability to manage details, maintain quality standards, and meet productivity goals with limited resources. Known as a loyal and conscientious employee with a strong work ethic.

Team Leader: Collaborative, hands-on leader who can manage, train, and support team members and quickly identify and resolve complex technical problems. Successful in directing team operations and handling multiple tasks and operational responsibilities in a fast-paced customer-centric environment.

Verbal, Written, and Interpersonal Communication: Positive and professional with ability to communicate with customers, interpret technical information, build relationships, and deliver responsive service.

Technology: Office 365, MS Office, MS Windows, email accounts, PC support, technology training, technology-based business solutions, and enterprise software (HP ESMS Manager, Siebel, Congo, E-Automate, Remedy, Cherwell, Remote Tech, PMP, CRM, ITSM, Oracle). Familiar with JIRA Service Desk, Zoom, Skype, and Zendesk. Able to rapidly learn new products, systems, and software applications.

EXPERIENCE

Cognizant / Centene – Remote / Oregon Credentialing-Medical license Analyst (7/23 – 11/23)

Identify discrepancies in information and conduct follow-ups

Present applications to the facility’s Credentialing Committee

Assist customers with credentialing inquiries

Respond to health plan provider inquiries

Capture primary source documentation in computer databases

Ensure data is backed up

Follow compliance laws, regulations, procedures, and policies

Software used: Citrix, Proview-CAQH, Kofax, NPDB, ABMS, Teams, EXCEL,

OHSU – OREGON HEALTH & SCIENCE UNIVERSITY – Remote / Oregon

Computer User Analyst (9/22–1/23)

Provide support for client users who have had their Exchange Mailboxes upgraded to Exchange Online. Document all ticket information according to standard operating procedures. Follow up with customers as necessary. Use verbal and written communication skills to build trust-based relationships with customers and colleagues.

MEDICAL TRANSPORTATION MANAGEMENT – Eugene, Oregon

Customer Service Representative (12/21–8/22)

As frontline representative for healthcare transportation company, managed inbound calls from members to verify eligibility and coordinate non-emergent transportation. Processed incoming calls received via automated call distribution system and coordinated scheduling of transportation and all other details of customer trips. Gathered information from callers in a professional and organized manner. Acquired and maintained an in-depth knowledge of protocols and procedures. Recognized customer needs and provided referrals to customer service.

TOSHIBA GCS – Headquarters: Vancouver, Washington

Service Manager (2019–2021)

Hired, trained, and managed service team (i.e., regional technicians, leads, and managers). Identified service needs and communicated priorities to branch offices. Developed and adjusted inventory PAR levels to match customer needs. Provided hands-on backup for field technicians and customer service employees. Streamlined customer support operations by identifying discrepancies and resolving issues.

Built and maintained positive relationships with clients and technicians. Improved procedures for daily project implementations and training. Managed and maintained all site inventories and ordered / received parts. Dealt with all customer concerns and complaints to ensure maximum customer satisfaction. Trained new field technicians in administration processes and printer repair. Prepared reports and delivered presentations during board meetings. Managed clients’ markets roll-outs.

PRECISION DOCUMENT SOLUTIONS, INC. – Headquarters: Dallas, Texas

Service Manager (2013–2019)

Identified service requirements and communicated priorities to branch offices. Managed service team that included 51 regional employees throughout 10 states. Developed and adjusted inventory PAR levels to match customer needs. Provided backup for field technicians and customer service. Cultivated and maintained relationships with clients and technicians. Participated in recruitment process to select the most competent individuals for each customer; assessed employee performance, scheduled training, and recommended staff promotions during annual appraisal process. Worked with team to prepare reports and deliver presentations during board meetings. Directed clients’ markets roll-outs. Managed and maintained all site inventories; verified the proper ordering and receiving of parts. Dealt with all customer concerns and complaints. Trained new field technicians.

CLARITY IMAGING TECHNOLOGIES – Portland / Gresham Oregon

Dell-Boeing Print Services Account / Technician (2012–2013)

Served as Lead Printer Tech at two Boeing locations; supported 1,500+ users and serviced 250+ printers and plotters. Handled customer concerns and complaints from beginning through resolution. Performed troubleshooting on all hardware and software. Managed and maintained three separate inventories, ordered / received all parts, and created final break, fix, and task tickets. Coordinated all printer moves and new installations.

COMPUCOM SYSTEMS INC. – Oregon and Washington Region

Retail IT Field Representative (2008–2012)

As a certified repair technician, ranked as one of the top techs for four consecutive years, maintaining one of the highest standards on meeting SLAs and exceeding customer expectations. Supported more than 1,700 users with 100% customer satisfaction. Oversaw workstation installations. Provided troubleshooting on all hardware and software. Managed and maintained inventory; ordered and received parts. Oversaw HP and Dell server troubleshooting / repair, networking, and phone system installation. Trained and set up new employees and their accounts. Worked with Quality and Training departments to identify training needs and ensure quality customer responses. Served as national support contact and supported Wells Fargo and Wachovia techs nationwide (RE: contracts, procedures, and technical issues). In charge of project migrations involving as many as 250 users. Supported single user system migrations, system upgrades, and regional contracts for Ameriprise and Fidelity.

THE PRINTER TEK INC. – Springfield, Oregon

Certified Printer Repair Technician (2005–2007)

Repaired HP, Oki data, Cannon, Epson, Brother, Dell, Lexmark, Gateway, and Xerox printers; Intermec label printers, scanners, and other specialty products. Managed and maintained inventory. Handled system builds and upgrades; provided troubleshooting, tech support, and software training. Served as POS / Project Technician for Flex Resources / Fujitsu. Provided daily updates to command center, dispatcher, and regional manager via email and phone. Upgraded and swapped out hardware for USCAN for Fred Meyer stores throughout Oregon.

KEZAR HEARING CENTER – Eugene, Oregon

Microscopic Technician / Hearing Specialist (2005–2006)

Completed medical hearing evaluations, made product recommendations, and sold high-end hearing aids. Managed office operations; provided customer service and in-office computer support. Educated and trained clients on how to use and care for hearing equipment. Responsible for troubleshooting and repair of all products. Performed troubleshooting of call center software, filed documents, answered multiple phone lines, processed orders, and assisted customers.

LINX SATELLITE & SAR LLC – Headquarters: Utah

Equipment Installer / Computer Technician / Office Manager (2004–2005)

Managed office operations, oversaw service delivery, controlled inventory, scheduled field staff, and provided customer service and tech support. Trained customers and scheduled follow-up service calls. Played a key role in opening new office in Eugene, Oregon. Assumed total responsibility for IT management, purchasing, and system setup. Provided exceptional customer service; maintained an unheard-of 80% customer call-in ratio for superb customer service.

COMPUTER NUTRITION – Springfield, Oregon

Owner / Printer Technician (2000–2004)

As authorized HP Business Partner, provided troubleshooting and repair services to support printers, scanners, and other specialty products. Responsible for all purchasing and receiving. Developed new clients through business-to-business sales. Worked with small / medium companies and large corporations. Researched and resolved application errors. Provided technical support and user software training. Partnered with the number one IT service company in the area.

MICROSOFT / ENTEX – Redmond, Washington

Helpdesk / Application Support (1999–2000)

Provided internal helpdesk support for Microsoft employees on 1,000+ internal applications, including Congo, Seibel, Act, and many other applications. Researched and resolved application errors and server issues (phone, email, on-site). Trained new employees on specific jobs and prepared shift change reports.

EDUCATION

LIBERTY UNIVERSITY – Major: Religious Studies / Minor: Psychology (2012–2014)

LANE COMMUNTY COLLEGE – Business Administration (1996–1998)

Strategy Computers (1998)

CompTIA Certified: MCSE / A+

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