IT Support Specialist

Jason T. Teague

Mooresville, NC ***** ● 704-***-**** ● *********@*****.***

SUMMARY

Goal oriented and self-motivated person, whether in a team environment or individual assignment, interested in utilizing my 23+ years of experience and skills in the IT industry from my previous roles to contribute to a company’s goals of outstanding customer service and showcase my skills to be beneficial in support operations for deskside or remote positions.

EXPERIENCE

IT Specialist

Catawba County Government December 2024 - May 2025

•Serve as one of two IT Helpdesk technicians supporting county employees, handling Active Directory account creation, troubleshooting, unlocks, and password resets via phone and remote tools (TeamViewer).

•Respond to client service requests via Spiceworks, providing hardware/software deployment and troubleshooting, Cisco phone administration, and client-side network support across departments including EMS, County Jail, DSS, Sheriff’s Office, Animal Shelters, Government Center, and Justice Center.

•Provide bi-weekly IT support for County Commissioner hearings, ensuring full boardroom AV functionality and addressing software/hardware issues, including those related to personal mobile devices.

•Act as a backup resource for the engineering team, supporting remote sites such as county libraries, public health facilities, and EMS bases, as well as in-vehicle systems used by EMS and Sheriff departments (hotspots, GPS, mobile devices).

•Monitor and maintain AXIS surveillance systems using Ocularis VMS software.

•Source quotes and procure IT equipment through authorized government vendors.

Technology Operations Analyst - Full Time

Lowe's Companies, Inc. April 2015 - January 2024, Mooresville, NC

•Provided desk-side and remote troubleshooting and support for corporate employees as well as desktop, laptop, and printer repair.

•Leveraged application of Remedy tool to systematically handle and close a high volume of technical support and deployment tasks efficiently.

•Developed improved customer SLA’s and processes for IT corporate support and remote end users.

•Consistently maintained updates and procedures from current hardware and software vendors that complied with standards for hardware repair/replacement and warranty policies.

•Contributed to the hiring and education of new fulltime and contract employees for available support positions.

•Developed and implemented continuous process improvements, managed requests for essential tools and parts, and spearheaded the SWAPIT initiative as a lead technician.

•Monitored and responded to the departmental mailbox containing questions, concerns, and potential requests.

•Helped in the deployment of Apple devices through Zero-Touch and Windows Auto Pilot for Windows 11 OS compatible devices.

•Shared responsibility of deployment and training of equipment, application training, and processes for new employees of the company as well as interns.

Support Technician - Contract Employee

Lowe's Companies, Inc (CRG, Pomeroy, TekSystems) May 2001 - April 2015, Mooresville, NC

•Utilized corporate guidelines to provide consistent onsite and offsite software support, enhancing operational efficiency in hardware maintenance.

•Resolved over 100 technical support tickets monthly, enhancing customer satisfaction and SLA's through efficient troubleshooting and use of remote diagnostic tools and ticketing systems like Remedy and ServiceNow.

•Ensured alignment with corporate standards by regularly updating hardware and software maintenance protocols, following vendors' guidelines meticulously.

•Developed a manual for the Second Level Software Support Technician position to help newly hired technicians learn Lowe’s standards for the position’s procedures and guidelines while contracted through CRG.

•Managed asset inventory database, improving support efficiency for corporate-wide hardware repairs, deployments, and upgrades.

•Attended multiple Lowe’s International Sales Meetings for hardware and software support for attendees in accordance with corporate policy guidelines.

•Led hardware support team operations in the absence of the current team leader, ensuring continuity and adherence to corporate standards.

EDUCATION

Caldwell Community College • Hudson, NC • 1994-1996

Gardner-Webb University • Boiling Springs, NC • 1993-1994

Hibriten High School • Lenoir, NC • 1989-1993

• Graduated

CERTIFICATIONS

CompTIA A+ Certified

2008-2014

Apple Certified Technician

2008-2011

SKILLS

Operating Systems: Microsoft Windows 10 & 11, Mac OS, iOS, Android

Network/Deployment: Active Directory, TCP/IP, FTP, VMWare, VPN, Citrix, Intune, Remedy, JAMF, Service Now

Microsoft Office: 2016, O365

Soft Skills: Customer Service, Corporate Advisor, Technologist, Adaptive thinking, Cloud Computing

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