Technical Support Information Technology

JESSICA CHERMAINE SIMMONS

659-***-**** ************@*****.***

Information Technology

Summary of Qualifications

Assisted with computer/networking support, providing hardware and software support for various companies.

Documented worked achieved through various ticketing systems to include Salesforce and ServiceNow.

Core Competencies

Java C++ Visual Basic Technical Support Computer Support Customer Services Visual Basic Software Troubleshooting Networking COBOL Hardware Troubleshooting Product Support RPG System Deployment Salesforce Pascal Active Directory ServiceNow

Educational Experience

Master of Science Information Technology Management Concentration in Database Administration Keller Graduate School of Management Online Anticipating Graduation 7/2025

Bachelor of Science Technical Management; DeVry University Online Graduated 9/2022

Associates, Computer Programming; Coastal Carolina Community College; Jacksonville, NC

Graduated 5/2006

Professional Experience

In-Home Expert, Asurion; Birmingham, AL 03/2022 – 8/2022

Received and responded to customer inquiries, complaints, and questions in line with company values

Managed deployment of equipment in compliance with established technology policies

Maintained records of daily data transactions, issues and remedial actions taken or installation activities

Administered support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems

Computer Technician; AbbTech Professional Resources; Birmingham, AL 05/2020 - 03/2021

Provided hardware technical support to include troubleshooting hardware problems

Set switch hardware to make the hardware compatible with software installation requirements

Assisted the Technology Services department in performing hardware and software inventories

Provided for initial setup and movement of hardware

Transported CPU or other small peripherals to ISC and back to campus for purposes of support

Technical Support Advisor; Conduent; Raleigh, NC 06/2018-12/2019

Provided first-tier support for technology-related issues

Entered call data and trouble ticket reports into Record Management systems

Provided backup phone support for other Technical Support teams

Monitored appropriate email inboxes and provided excellent email technical support

Technical Support Advisor; Sutherland Global Service; Houston, TX 10/2014 - 04/2016

Provided technical support to customers on the phone and through email: 120-160 calls per week

Worked collaboratively with the Tech team to provide a best-in-class experience for the customer

Learned the technical ins-and-outs of our product lines through firsthand experience

Inspected, diagnosed, and repaired products that were returned by customers

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