It Support Technical

Jerry McBride

**.************@*****.*** 346-***-**** Houston, TX 77089

SUMMARY

Motivated and personable professional with 7+ years of experience in customer service, operations, and team support. Recently completed the Google IT Support Professional Certificate and eager to transition into a technical support role. Proven track record in solving problems efficiently, mentoring peers, and driving process improvements. Technically savvy, adaptable, and committed to delivering exceptional service in fast-paced environments.

SKILLS

Active Listening Adaptability Attention to Detail Communication Skills Cross-Functional Collaboration CRM Systems (Zendesk, Salesforce) Customer Service Excellence Diagnostic Troubleshooting Help Desk Support Multitasking Network Fundamentals (LAN, WAN, DNS) POS and Inventory Systems Problem-Solving Process Improvement Remote Desktop Tools (TeamViewer, AnyDesk) Technical Support Ticketing & Escalation Time Management & Organization VoIP & SIP Basics Windows & Google Workspace Proficiency

EDUCATION

Highschool Diploma

Google IT Support Professional Certificate

EXPERIENCE

Operations Associate

Destination XL Group July 2021 - March 2025, Houston, TX

• Assisted with onboarding and training of new staff on store systems and troubleshooting tools.

• Collaborated with management to streamline workflows and improve back-end systems.

• Delivered prompt technical and customer support, contributing to a 25% rise in customer satisfaction scores.

• Maintained CRM documentation and order tracking with high accuracy and attention to detail. Business Manager

Dillards June 2016 - November 2020, Houston, TX

• Acted a resource for technical and service-related questions from team and customers.

• Led daily operations and supported a team of associates while managing high-volume customer interactions.

• Provided on-the-job training to new hires, covering tools, procedures, and service expectations.

• Resolved customer issues efficiently, improving satisfaction and reducing escalations by 20%.

• Utilized POS and backend inventory systems to troubleshoot transaction issues and stock discrepancies. Stock Associate

Walmart March 2014 - December 2015, Houston, TX

• Ensured accurate product placement and database updates, preventing stock errors and delays.

• Managed inventory systems and performed quality checks on incoming shipments.

• Monitored and restocked shelves to maintain product availability.

• Supported internal teams by resolving stock-related issues and improving shelf availability.

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