Technical Support Security Officer
Resume:
Jonathan Stubbs
Oxford, Pennsylvania, United States
linkedin.com/in/jonathan-stubbs-tech/
**********@*****.***
WORK EXPERIENCE
Security Officer
Herr Foods Inc. · Full-time
Sep 2024 to Present
● Conducted regular patrols to ensure safety and security at Herr Foods Inc.
● Monitored surveillance systems for irregularities and incidents.
● Maintained security-related logs and records for documentation.
● Identified and reported potential security risks within the premises. Technical Support Manager
CAI
Feb 2023 - Feb 2024
● Directed a Neurodiverse team of 5 associates in day-to-day operations, implementing customized task assignments and accommodations to maximize productivity and achieve a 25% increase in overall team efficiency.
● Streamlined triaging process by introducing a priority matrix based on urgency and impact, leading to a10% decrease in average response time on tickets.
● Train in Blue Cross Blue Shield and medical systems and keep up on changes to policy to ensure a 99% ticket routing accuracy.
● Implemented innovative routing strategies to achieve a 99% accuracy rate for each associate; utilizing real-time data analysis to enhance decision-making processes.
● Coach team on misrouted tickets and social norms of the average workplace.
● Present KPIs on a weekly, monthly, and quarterly basis.
● Orchestrate the seamless integration of a new ticketing system and documentation into ServiceNow, resulting in the completion of 60% of outdated tickets.
Technical Support Manager
Asurion
Oct 2019 - Sep 2022 (3 years)
Remote
● Directed a 20-member team in delivering top-notch tech support and driving product upsells, leading toa 20% boost in upsell conversion rate and a 15% increase in overall revenue.
● Support other tech support managers and their teams with any overflow of work.
● Utilized call analytics tools to review team daily performance..
● Schedule and lead weekly coaching meetings with each agent and develop growth strategy projects
SKILLS
Cybersecurity
Information Security
Python
SIEM Tools
Intrusion Detection
Systems
Security Audits
LDAP Administration
Powershell
Linux File Systems
Troubleshooting
Command Line Interface
Technical Support
Customer Service
EDUCATION
Delaware County
Community College
2012 - 2015
Criminal Justice/ Law
Enforcement
Administration
Courses
Coursera
2025
Google IT Support
Professional Certificate
Google Cybersecurity
Professional Certificate
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