Installation Technician
Resume:
Jordan David Young
**** ***** **** *****, **** #150,
Las Vegas, NV, 89103
***********@*****.***
EXPERIENCE---
Coin Cloud, Installation Technician
Las Vegas, Nevada - 2018 - 2020
● Provide customer support for all Bitcoin Teller Machines nationwide.
● Managed all incoming and outgoing freight shipments of BTM machine.
● Managed onboarding of all new BTM machines.
● Managed proprietary wallet and worked with developers to enhance backend coding for UX Design
● Supported BitAcess, Client Control, and Proprietary Coin Cloud Website.
● Managed and dispatched technicians to locations for maintenance and repair of BTC machines nationwide.
● Worked with developers on creating new system processes and improving the BTM UX Design.
● Managed backend software involving all BTM machine statuses, locations, version history, and current company BTC wallet.
● Worked with Marketing to ensure quality assurance on Facebook, Instagram, and the Cryptocurrency rules related to 3rd party platforms.
● Supported logistics and cash flow, confirming machine and nightly recycler rotations.
● Worked on-call supporting customer service and technicians during outages. DonBest Sports, IT and Marketing Assistant
Las Vegas, Nevada - 2017 - 2018
● Opened, tracked, and resolved incident response and service requests, ensuring problem ownership, promoting end-user satisfaction.
● Provided technical expertise, system knowledge, and applicable code updates to support production & test efforts as it relates to customer issues and concerns.
● Developed technical solutions related to software and configuration for the company platform.
● Build/configured, test, and performed implementation of hardware, peripheral equipment, and related software.
● Create workaround procedures when standard procedures have failed and ensure issues are resolved.
● Created Proof of Concepts and demonstrated to the customer that their requirements can be met utilizing custom-developed solutions and technologies.
● Developed and updated important documentation including business process flows, requirements documents, functional and technical design documents.
● Managed all facets of social media: Facebook, Twitter, LinkedIn, Google Analytics, Wordpress Analytics.
TELUS International, Mentor
Las Vegas, Nevada - 2015 - 2017
● Support Google Products: Google Wallet, Android Pay, and Google Play
● Assisting users in navigating the financial aspects of a transactional system.
● Support for fraud, data security, and preventative measures.
● Support for applications: Google Business for Apps and Google Domains
● Tier 2 Support: Agent and Internal
● Designing action plans for current and prospective goals.
● Quality assurance training in compliance with strict customer service guidelines.
● Assisting customers with site support and data recovery.
● Agent mentoring to bring desired skills up to level. Web Design And Interface Group, Marketing Coordinator Las Vegas, Nevada - 2014
● Manage and design websites according to client demand.
● Create and maintain functional content management systems.
● Implemented graphic and narrative design.
● Identifying and correcting software deficiencies.
● Designing prototypes for apps and websites.
● Simultaneously managing several databases and reporting tools.
● Contacting external webmasters to confirm link placements.
● Devised SEO strategies, managed social media campaigns, including Facebook, Twitter, Instagram, LinkedIn, etc.
United Parcel Service (UPS), Technical Support Mentor Las Vegas, Nevada - 2011-2013
● Assisted customers with UPS technical products i.e.; UPS.COM, Worldship and Campus-ship.
● Evaluated and mentored newly hired technical support agents.
● Communicated critical issues to upper management.
● Developed training resources for new hire technical support agents.
● Met the required service level/resolution/escalation and quality guidelines.
● Troubleshooting and support of levels: 1, 2, and 3 technical issues.
● Managed advanced level logistics: including local, domestic, and international shipping.
● Created and implemented training seminars for global and local partners.
● Traveled to different locations to implement new procedures and more efficient project management.
SKILLS:
● Network + Certification
● Copywriter - Email Autoresponders - Landing Pages
● Facebook Ads - Google Ads - LinkedIn Ads
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