Help Desk / Customer Service

Jeremy Garrison

**** **** ** ***********, ** ****3 l 336-***-**** l ********************@*****.***

Objective: To obtain an entry level position in the IT field that will allow me to demonstrate my technical knowledge and to further my experience.

Proven ability to diagnose, troubleshoot, and resolve technical problems.

Quick learner with strong working knowledge of software, hardware, networking, and operating systems.

Outstanding communication skills; demonstrated background working well with co-workers.

Proficient at repairing, troubleshooting, and modifying various systems, tools, and testing.

Proficient with Windows 10/8/2000/XP/Windows Server 2012

Experience with virtual networking and deploying virtual machines.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.

Experience includes using different POS systems to ring in orders, process payments, and prioritize items.

Education

●Northern Virginia Community College, Annandale, VA (2010-2011)

Multimedia Software & Introduction to Telecommunications

●Certificate, Business, Forsyth Technical Community College, Winston-Salem, NC (2004)

Introduction to Communication, Introduction to Computer Applications & Concepts

●High School Diploma, General, West Davidson High School, Lexington, NC (2001)

Keyboarding

Computer Applications I & II

Computer Engineering Technology

Technology Summary

Certifications:

CompTIA A+ (Est Dec 2019) Google IT Support Professional Certificate (Coursera.org)

Software:

VSphere, Salesforce, Totalview, SAMS & MS Office

Experience

Computer Reclamations Analyst - K12 – Herndon, VA (May 2018 – Present)

●Processes all hardware reclamation label requests using the CRM system and direct emails.

●Processes assigned service requests using the CRM for status updates, fulfillment requests and tracking information.

●Provides daily reclamation and cancellation files to vendor; updates master files and works with schools and teachers directly to reclaim computers

●Processes live inbound calls from auto dialer batch, and makes live outbound calls to recover hardware.

●Handles vendor cancelled recoveries and manages reclamation email inbox for all types of requests and escalations from schools, teachers, and families.

Server & Trainer - Yard House – Springfield, VA (February 2015 – February 2018)

●Educates new employees on a continuous basis, through an extensive training program

●Proven to be a self-starter with demonstrated energy and motivation. Continuously shown to be results oriented, self- motivated, and driven by both financial and career opportunities.

●Displays amazing customer service by eagerly assisting customers by going above & beyond typical duties.

●Consistently goes beyond the duties of the job by educating himself in the contents of the recipes of the extensive drink menu, to upsell and foster a welcoming environment for all guests ● Self manages complete sections.

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