Service Desk Technical Support
Resume:
Jared A. Monroe
Dallas, TX 75215
************@*****.***
SUMMARY OF QUALIFICATIONS
Emerging Data & IT professional with foundational experience supporting end-users and infrastructure support teams to deliver systems and application support. Committed to providing premiere technical support to executive level staff, customers, clients and vendors. Cause-driven strategist dedicated to delivering in high-pressure environments by leveraging traditional and innovative tools and processes. AREAS OF EXPERTISE
§ IT Troubleshooting
§ SYSCO IT Analyst
§ ETL
§ Data Modeling
§ SQL Salesforce
§ CRM Software
Proficiency
§ UPSs
§ Google Analytics
§ Controlled PDUs
§ Strategic
Partnership
Development
§ Sales Forecasting
& Analysis
§ Customer Service
§ Interpersonal skills
§ Microsoft Systems
§ Power BI
§ IT Troubleshooting
§ Leadership
§ Problem-Solving
§ Networking &
Servicing
§ Time Management
§ Effective
Communication
PROFESSIONAL EXPERIENCE
SYSCO CORPORATION; HOUSTON, TX 09/2024- Present
Service Desk Analyst
• Serves as the first point of contact within the Service Desk, providing level one support to Sysco associates and internal customers via phone calls, email submissions, and live chat support.
• Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow.
• Reassigns tickets to other support groups where First Call Resolution is not possible.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Analyzes and resolves incidents and requests regarding the use of application software or hardware.
• Responsible for case ownership through the engagement of other support staff involved in resolution.
• Documents all relative case information in ServiceNow, including troubleshooting steps and business/customer impact.
• Meets and exceeds all defined performance metrics resulting in positive CSat and QA scorecards.
• Creates knowledge articles to promote customer self-service and improves First Call Resolution of requests and incidents.
• Available for after hours and on-call support as needed to maintain business continuity. PRO-FRAC HOLDINGS; WILLOW PARK, TX 10/2023- Present Senior Operations
• Performs rig up, rig down, equipment operation and maintenance of equipment.
• Adheres to all well-service health, safety and environmental regulations.
• Attaches pumps and hoses, assembles equipment and/ or monitors control panels affecting pumping operations.
Jared A. Monroe
1409 Botham Jean Boulevard
Dallas, TX 75215
************@*****.***
2
• Performs routine maintenance on all assigned service equipment as required.
• Oversees multiple fleet relocations to begin constructing and reassembly of fractionation equipment.
• Organizes and implements training and safety sessions regarding networking and infrastructure.
• Directs and evaluates staff performance and efficiency through monthly check-ins with Service Managers.
• Analyzes, recommends and implements process improvements to improve productivity, reduce inventory and minimize operating expenses.
• Checks documents for accuracy and completeness while preparing additional documentation as needed.
OMNI HOTELS & RESORTS ATLANTA, GA 07/2022- 09/2023 Sales Coordinator
• Generated contracts, conducted sales reports, and developed and implemented new strategies to increase corporate sales goals.
• Operated and performed tasks using SQL Salesforce.
• Answered calls, responded to emails, and served as the first point of contact between the company and key customers.
• Reviewed, analyzed and resolved customer complaints
• Monitored significant customer accounts and defined sales targets and quotas.
• Created and distributed proposals and delegated new leads.
• Established and nurtured positive relationships with internal and external customers, ensuring exceptional customer experiences.
• Conducted detailed market analysis to identity and capitalize on trends, leading to high sales and reducing costs.
EVOLUTION WELL SERVICES; THE WOODLANDS, TX 08/2018- 05/2022 Data Analytics Engineer, Operator
• Developed, implemented, and automated data reports and methodologies in high pressure environments.
• Generated and maintained analytical metrics and dashboards while reviewing and reporting performance related to testing data.
• Supported Data-Mining trends and business intelligence reporting; participated in analysis of merged datasets and system integration tasks.
• Monitored and evaluated the ITR systems to ensure efficiency as well as the safety and security of all data storage systems.
• Provided technical assistance for evolution of data-mining tasks while developing and implementing analytical solutions.
• Analyzed diagnostic data to understand causes and correlations of network issues and presented results to internal staff members.
o Created and reorganized SQL queries and scripts for internal troubleshooting, decreasing work tickets by 24%
o Diagnosed and repaired PDUs and network malfunctions including file deletion, troubleshooting failed account entry, slow computer speed and 3rd party software and hardware compatibility issues.
o Installed and upgraded internal applications and documentation reducing installation errors by 11%.
Jared A. Monroe
1409 Botham Jean Boulevard
Dallas, TX 75215
************@*****.***
3
EDUCATION
Bachelor of Arts: Culture and Humanities, Visual Arts, Marketing (2019) Grambling State University, Grambling, La.
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