Technical Support Client

SHERROD JACK

*******.******@******.*** 832-***-**** Houston

www.linkedin.com/in/sherrod-jack-00306914a

TECHNICAL ANALYST HIGHLIGHTS

● Provided client support by resolving technical issues across Apple's diverse product platforms, resulting in a 30% reduction in overall technical incidents.

● Spearheaded help desk support, addressing and resolving critical technical issues at Asurion, resulting in an 25% reduction in system downtime and effectively minimizing disruptions to productivity.

● Streamlined troubleshooting processes, including enterprise software support and quality assurance, led to a remarkable 20% improvement in issue resolution time, significantly boosting operational efficiency at Kizz Workspace.

● Achieved a consistent customer satisfaction rating of 95% by providing prompt and effective phone and email support, as well as technical support, across various platforms. PROFESSIONAL EXPERIENCE

ASURION

Technical Support Analyst 07/22 – 04/23

● Provided client support with exceptional verbal and negotiation skills, achieving a notable 95% customer satisfaction rate and a 10% increase in customer retention over one year.

● Conducted thorough research on software support and testing practices, leading to a 30% faster issue resolution time and a 15% increase in customer satisfaction.

● Troubleshoot equipment malfunctions and diagnosed issues for enterprise systems, leading to a 25% decrease in equipment downtime and a 20% increase in overall operational efficiency within six months.

● Modified and customized commercial programs to meet internal needs for phone and email support, resulting in a 20% increase in efficiency and a 15% reduction in response times for customer inquiries.

● Completed root cause analysis on routine and complex software support and testing problems, leading to a 40% reduction in recurring issues and a 25% improvement in software quality assurance processes. KIZZ WORKSPACE

Technical Analyst 02/22 – 06/22

● Facilitated a 99.9% network uptime through vigilant helpdesk support and strategic upgrades, resulting in a 30% improvement in network speed and reliability, positively impacting customer satisfaction and productivity.

● Analyzed network issues, implemented targeted fixes, and delivered enterprise software support, contributing to a remarkable 20% reduction in network downtime and a substantial 15% boost in overall organizational efficiency.

● Managed computer hardware, software support, and testing, reducing system crashes by 25% and IT support ticket volume by 15%, enhancing system stability, client support, and user satisfaction. APPLE

Technical Support Specialist 04/19 – 01/22

● Provided helpdesk support, resolving Apple product issues with a remarkable 90% first-contact issue resolution rate, leading to a 15% reduction in callbacks and significantly elevated customer satisfaction levels.

● Guided client and software support, leading to a notable 20% increase in loyalty, a 25% decrease in customer complaints, and improved issue resolution for Apple products and services.

● Delivered extensive training on desktops, laptops, and mobile devices, resulting in a 30% proficiency increase and a 20% reduction in IT support requests, enhancing user satisfaction and productivity. 1

● Cultivated environment operations with a 99.9% uptime rate, resulting in improved customer satisfaction and operational efficiency.

● Installed, set up, and repaired devices and system components while providing enterprise software support, leading to a 25% decrease in device downtime and a 15% improvement in overall system reliability. AT&T

Business and Technology Consultant 07/15 – 09/17

● Exceeded sales objectives through exceptional client support, understanding client goals, and creating tailored proposals, resulting in a 30% revenue increase and 15% higher client satisfaction.

● Generated new business growth through diverse outreach methods, resulting in a 40% increase in client acquisitions and 20% revenue growth within a year.

● Streamlined troubleshooting processes, including enterprise software support and quality assurance, to achieve a notable 20% improvement in issue resolution time at Kizz Workspace.

● Collaborated with technical and sales teams to provide exceptional client support, resulting in a 20% increase in successful issue resolution and a 15% growth in customer confidence in product understanding.

● Trained and implemented protocols to new employees, reducing onboarding time by 20% and increasing employee retention rates by 15%, leading to a notable 10% improvement in sales performance among the newly trained team members.

SPRINT

Retail Support Analyst 04/14 – 07/15

● Improved store associates' performance through training and implementation, achieving a 10% sales boost and 15% higher customer satisfaction.

● Delivered technical helpdesk support, reducing issue resolution time by 25% and boosting customer satisfaction by 20% across various devices.

● Effectively provided quality assurance testing and technical support, leading to a 15% reduction in equipment downtime and a 20% improvement in operational efficiency.

● Established communication infrastructures and developed LAN and WAN networks, resulting in a 20% decrease in response times for technical inquiries and a 30% increase in communication reliability, positively impacting network performance.

● Inspected, tested, and provided phone and email support while troubleshooting smartphones and tablets, resulting in a 20% reduction in device issue resolution time and a notable 15% improvement in customer satisfaction ratings. RADIOSHACK

Assistant Manager 06/12 – 03/14

● Mentored staff through training and implementation, leading to a 25% increase in daily targets, heightened team motivation, and a 15% improvement in overall productivity.

● Directed and led employees, implementing quality assurance measures, resulting in a 20% increase in productivity and a 15% improvement in operational efficiency within the team.

● Delegated daily tasks to team members, optimizing group productivity and achieving a 20% increase in daily task completion rates.

● Tracked evolving industry technologies, provided software support and testing to meet customer needs, resulting in a 10% increase in customer satisfaction and a 15% rise in repeat business. EDUCATION

Computer Networking and Telecommunications Syracuse University SKILLS

● Apple Certified Support Professional (ACSP)

● Skilled in Microsoft and IOS software/hardware

● Network monitoring, IP configuration, TCP/IP, LAN/WAN

● Helpdesk support

● SQL proficiency

● Operating system installation experience

● Mobile device repair

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