Technical Support It

Jeremy Townsend

Paris, TN ***************@*******.*** 931-***-****

Profile Summary

U.S. Army veteran and recent graduate of the Cyber Warrior Program with active Security+ and Network+ certification. Hands-on experience in system security, network configuration, troubleshooting, and helpdesk support. Adept in Salesforce CRM, Microsoft Office Suite, Windows Server environments, and familiar with network protocols such as TCP/IP, DHCP, and DNS. Known for strong communication, problem-solving, and leadership skills honed through military service and professional experience in remote support, recruiting, and branch management. Committed to continuous learning and delivering high-quality technical support in both individual and team-driven environments. Eager to contribute technical knowledge and dedication to IT support, cybersecurity, or network administration roles. Technical Skills

Troubleshooting Project Management Data Analysis Communication Skills Repairs and Installations Training and Development Policy Implementation Analysis and Reporting Communication Microsoft Operating Systems

Collaboration Test Automation Test Planning Virtualization Risk Analysis Diligence CRM Salesforce Operating Systems: Windows XP, Windows 7, Windows 10, Mac OSX, Android/iOS, Windows Server 2008, Windows Server 2012

Software: VMware, Adobe Acrobat, Microsoft Office (All apps), Exchange, VPN Support Tools: Remote support (TeamViewer, LogMeIn), Antivirus, Exchange, Salesforce, MS Office Suite Hardware: iMac, MacBook Pro, MacBook Air, iPhone, iPad, Android/Samsung phones and tablets, Windows laptops, Windows Desktops, Windows servers, Desktop printer Networking: TCP/UDP, DHCP, DNS, Routers, Switches, VPN’s Security: Security+, Risk Analisys, Antivirus, Physical Security Protocols Other Skills: Troubleshooting, Technical Support, Project Management, CRM Certifications and Education

MyComputerCareer Graduate of Cyber Warrior Program Graduated April 15/2025

Completed over 400 hours of technical lecture and hands-on lab training.

Practiced monitoring daily backups, antivirus status, shared storage space, and network activity, adjusting network equipment and settings as needed.

Educated on how to implement and maintain system security and configurations of organizations’ servers while providing IT support, including planning, software, and hardware configuration to end-users.

Analyzed information to determine, recommend, and plan layout for the type of computers and peripheral equipment modifications to existing systems.

Generated and verified physical security algorithms for software, firmware, and hardware.

Troubleshot hypothetical incidents by recording detailed information from the “customer” and relaying it to the correct department for further assistance.

Displayed strong judgment in prioritizing workload based on the needs of the business and end-users.

Utilized knowledge of standard network protocols such as TCP/IP, DHCP, and common network devices such as routers, and switches to ensure that internet connectivity was sustained. CompTIA Certifications actively held: A+, Network+, and Security+ Aviation Management/Aeronautical Engineering Tennessee State University Professional History

Remote Enrollment Counselor 160 Driving Academy Mar 2024- Jan 2025

• Managed enrollment counseling remotely for nearly a year, overseeing up to six branches of 160 Driving Academy and ensuring smooth operations across locations.

• Conducted full-cycle recruiting, including administrative work with sensitive documents, ensuring compliance with state-specific and federal regulations.

• Scheduled and conducted phone appointments to guide prospective students through the enrollment process, providing clear explanations of program details and requirements.

• Monitored student progress, processed secure payments, and maintained consistent follow-up to ensure timely enrollment and adherence to deadlines.

• Utilized Salesforce CRM for managing student records, troubleshooting portal issues, and maintaining data integrity across multiple branches.

• Managed sensitive documents and ensured regulatory compliance, demonstrating attention to data security and system confidentiality.

• Provided remote technical assistance and enrollment guidance, simulating a helpdesk-style support environment.

Branch Manager 160 Driving Academy Apr 2023- Mar 2024

• Managed the Nashville branch of 160 Driving Academy, overseeing student attendance, addressing concerns, and ensuring a professional and supportive educational environment for CDL candidates.

• Maintained and updated student profiles in Salesforce and personal folders with the latest documents and information required by 160 Driving Academy.

• Recruited prospective students through in-person and phone meetings, professionally presenting the academy’s offerings and ensuring a clean and welcoming office environment for interactions.

• Gained valuable experience and refined existing skills, including problem-solving, administrative management, and effective communication.

• Maintained and updated Salesforce systems for student tracking; trained staff on CRM functionality and process improvements.

• Identified inefficiencies and implemented solutions using Excel-based tracking and scheduling tools.

• Provided Tier 1-level technical support for branch hardware/software issues (printers, email, connectivity).

Recruiter Paschall Truck Lines May 2022- Apr2023

• Used CRM systems to generate leads, cold call, and evaluate job applicants for positions at Paschall Truck Lines (PTL) in Murray, KY.

• Conducted thorough application reviews, identifying potential disqualifiers and assessing candidates for compatibility with company culture and job requirements.

• Consistently met and exceeded departmental goals within a short timeframe, demonstrating strong attention to detail and effective communication skills.

• Focused on improving work environments by aligning candidates with roles where they could excel, contributing to a stronger and more efficient company workforce. Product Specialist / Sales CarTronics Apr 2019 - May 2022

• Specialized in designing high-end car audio systems for customers, with projects exceeding $65,000, while maintaining attention to detail and customer satisfaction at a nationally ranked top-15 car audio shop.

• Leveraged strong communication and sales skills to become the leading salesperson across four stores in the greater Nashville area, generating over $758,000 in revenue in one year.

• Gained proficiency in Microsoft Word, detailed project planning, and note-taking to ensure seamless execution of customized audio installations.

• Conducted cold calls to educate potential customers about company services, effectively building relationships and expanding the customer base.

Infantryman U.S Army Mar 2016 – Jan 2019

• Led a team of four in executing aggressive tactical movements and Enter Building Clear Room (EBCR) operations with precision and efficiency.

• Served as part of a reconnaissance element in Germany, training international special forces in advanced tactical operations.

• Developed strong communication and teaching skills, effectively working with individuals from diverse backgrounds and cultures.

• Gained valuable leadership experience while honing the ability to follow directions, fostering personal and professional growth.

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