Customer Support Engineer

Aaron Jackson Tucumcari, NM 575-***-**** **********@*****.***

https:// www.linkedin.com/in/aaronjackson1978

I've been working in the technology field for over 25 years and now as I approach the completion of my Bachelor in Cloud Computing, I look forward to new challenges and opportunities in this career change. Over the past 2 years, I have completed numerous certifications as part of my bachelor's program. I am looking forward to leveraging this new knowledge to bring value to an organization as a Help Desk or Data Center Technician.

CORE COMPETENCIES

● ServiceNow

● Mobile Device Management

● TCP/IP

● Troubleshooting

● Active Directory(AD)

● DHCP

● Zendesk

● Computer Networking ● Cloud Computing

● Computer Hardware

● Linux/Mac/Windows

● Microsoft Office

● InTune

● Customer Service

● AWS/Azure

PROFESSIONAL EXPERIENCE

Eaton Corporation Chicago, Illinois Field Service Engineer August 2013 – June 2019

Responsible for the installation, maintenance, and repair of both SOHO and enterprise-level UPS power backup and conditioning systems as well as power distribution

Responsible for all on-site customer interaction, ensuring the highest level of customer service and satisfaction as well as acting as a liaison between various contractors and the customer

Provided services to a broad range of customers including large data centers for customers like Microsoft, Facebook, and the Chicago Stock Exchange.

Discover and swiftly resolve technical errors while assessing the quality assurance team for performance, security, and testing.

World Wide Tech Services Wilmington, NC

Field Service Engineer December 2008 – July 2013

Attained certifications in hardware repair for multiple product line-ups from Dell, IBM, Sony, Apple, Lexmark, Canon, Hughes Satellite, Cisco, and Script-Pro, demonstrating expertise across a wide range of technologies.

Completed maintenance and break-fix repairs for all contract accounts within a 3-hour radius, achieving an average resolution time of 2 to 4 hours and ensuring prompt resolution of customer issues.

Interpreted service manuals for break-fix service on 3.5-hour Next Business Day (NBD) contracts, efficiently troubleshooting and resolving technical issues.

Applied problem-solving skills to resolve customer issues, resulting in a 20% reduction in system downtime and improved customer satisfaction.

Managed company van inventory levels, maintaining optimal stock levels to ensure timely completion of short turnaround service calls.

Provided detailed documentation on work order completion, including resolution details, parts used/ordered, system status, and testing results, ensuring accurate record-keeping and effective communication.

Assumed responsibility for managing and maintaining inventory worth over $50k, ensuring the availability of necessary components for efficient service delivery.

Athena Solutions Wilmington, NC Cable Contractor February 2008 – November 2008

Installed, maintained, and repaired cable television and digital telephone services, ensuring uninterrupted service for customers. ●Facilitated installation and termination of various types of cabling, including RG-6, RG-11, fiber-optic, and CAT-5, resulting in a 95% success rate in establishing reliable connections.

Conducted thorough testing of line and signal quality levels for cable and television services, maintaining signal quality within industry standards.

Configured internet services and wired/wireless routers, ensuring smooth and efficient internet connectivity.

Granite International Wilmington, NC Field Service Technician July 2007 – November 2007

Operated and maintained mobile servers for A/V recording and streaming during nuclear reactor inspections, ensuring accurate and reliable data capture.

Received extensive training in nuclear safety protocols and worked in a highly radioactive environment, adhering to strict safety procedures with 0 safety incidents.

Performed break-fix repairs and setup on server carts on the reactor floor during open reactor scenarios, minimizing downtime and ensuring smooth operations.

Documented service issues and researched hardware upgrades, improving server performance by 15% and minimizing maintenance issues.

Maintained a high-level security clearance for access to nuclear reactor sites, demonstrating trustworthiness and adherence to strict protocols.

Sprint Durham, NC Assistant Store Manager July 2004 – July 2007

Led a team of 20 employees, handling hiring, training, coaching, performance reviews, and payroll, resulting in a 15% increase in employee productivity.

Exceeded sales quotas and performance goals, achieving recognition as the highest-volume store in the market and ranking as the top-performing store in the Southeast in 2005.

Provided exceptional customer service and resolved customer issues promptly, resulting in a 90+% customer satisfaction rating.

Received multiple awards and accolades, including the Area Vice President's Club Award, Pinnacle National Sales Award, and National Sales Excellence Award, recognizing exceptional sales performance and contributions to the company.

U.S. Navy Norfolk, VA Electronics Technician September 1997 – December 2000

Conducted routine maintenance and break-fix repairs of shipboard communications systems, resulting in a 95% system uptime.

Demonstrated proficiency in fault isolation at the component and board level, achieving a 90% success rate in identifying and resolving system issues.

Updated and utilized circuit diagrams for troubleshooting, ensuring efficient and accurate repairs.

CERTIFICATIONS/COURSES

Microsoft Azure Fundamentals AZ-900 Security+- CompTIA

ITIL - Axelos Project+- CompTIA Cloud+- CompTIA

LPI Linux Essentials – Linus Professional Institute

AWS Certified Cloud Practitioner – Amazon Web Services Hughes Satellite Maintenance/Repair - HughesNet

Dell ESF Server Maintenance Certified - Dell Apple ACMT L3/L2 Certified - Apple CompTIA A+ - CompTIA

Network+- CompTIA

ISC Certified Cloud Security Associate

Microsoft Azure Administrator AZ-104

AWS Solutions Architect Associate

EDUCATION

Western Governors University BS – Cloud Computing

UNC-CH

C School

Naval Advanced EHF

A School

Naval Electronics/Communications

8/2023 2/2022 6/2022 6/2023 2/2023 7/2022

12/202*-****-**** 2008 10/2021 11/2021

7/2023

11/2023

9/2023

Tucumcari, NM

2021-2023

Chapel Hill, NC 2001-2005

Norfolk, VA 1999

Great Lakes, IL 1997-1998

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