Support Technician Life Insurance

Darnell Jacobs

Marietta, GA 943-***-**** ***********@*****.***

Summary

Adaptable IT professional with extensive experience in troubleshooting and maintaining hardware, software, and peripherals. Adept at end-user training and consultative problem-solving. Passionate about driving quality and productivity through innovative system implementation. Dedicated to delivering exceptional support while working independently and continually acquiring new skills to meet evolving challenges.

Experience

IT ADMINISTRATOR September 2021 – August 2023

ElevanceHealth (Contract Wipro.) - Atlanta, GA

Triaged and prioritized incidents and service requests using ServiceNow, reducing ticket resolution times by 25%.

Provided daily support to walk-in and remote users, resolving technical issues related to hardware, software, and networks.

Ensured a positive user experience by delivering high-level customer service and addressing escalations promptly.

Documented all incidents, requests, and resolutions in ServiceNow, improving knowledge-sharing across the team.

Collaborated with IT colleagues to troubleshoot complex problems and share best practices.

DESKTOP SUPPORT TECHNICIAN/TEAM LEAD October 2017 – September 2021

Anthem Life Insurance (Contract IBM, Inc.) - Atlanta, GA

Provided hands-on technical support to 100+ users in a fast-paced environment, with a focus on first-call resolution.

Assisted users both remotely and in person with software, hardware, and network issues.

Monitored and managed incidents through ServiceNow, ensuring accurate documentation and timely follow-up.

Trained and mentored junior technicians, facilitating a knowledge-sharing culture within the team.

IT FIELD SUPPORT TECHNICIAN June 2015 – October 2017

Anthem Life Insurance (Contract HCL America, Inc.) - Atlanta, GA

Diagnosed and resolved hardware and software issues for Windows and Mac systems, achieving a 90% issue resolution rate.

Assisted with asset management and system imaging, improving IT resource utilization by 20%.

Supported mobile devices using MobileIron, ensuring secure configurations and device management.

PC REFRESH TECHNICIAN May 2013 – April 2017

Anthem Life Insurance (Contract Peak Systems, Inc.) - Atlanta, GA

Performed 'pre' and 'post' operational checks of equipment.

Conducted PC upgrades, migrated data, and resolved troubleshooting issues.

Ensured timely resolution for clients facing various IT problems including desktop, printer, and other technical concerns.

Provided assistance with support tickets and computer imaging

Skills

Solid verb and written communication skills

Ability to work with minimal supervision (self-starter)

Ability and desire to work in a team environment

Ability to work under pressure of multiple projects

Strong interpersonal skills

Technical support and troubleshooting

Hardware and software installation/configuration

Inventory Management

Windows OS Proficient

Microsoft Office Suite

Mac OS Proficient

Linux Proficient

Ticketing systems (ServiceNow, IBM TSRM)

Remote Support

Education

Per Scholas Institute For Technology - Remote - AWS Cloud Practitioner Training Program

2024

Ace Computer Training Center - New York, NY - Certificates of: Inter-Network Devices, Networking Concepts and PC Technician

Katherine Gibbs School - New York, NY - Associate of Science: Computer Networking Operations

Certifications

2010, CompTIA A+ Certified Service Professional

2010, CompTIA Net+ Certified Service Professional

2024, AWS Certified Cloud Practitioner certification Foundational

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