Customer Service & Shift Leadership Resume

JEREMY M BOURQUIN

**** ********* **. *** ****. Mckinney.TX.75071

972-***-****, *********************@*****.***

EXPERIENCE

Shift Leader

Whataburger Mckinney TX, Proper TX & Plano TX May 2026-Present

Managed team members and labor costs

Traveled to various outside businesses for B2B

Took store inventory twice daily to monitor shrink

Worked all stations in the store, grille, make up table, gator, window, drive up orders and

Lobby orders.

Worked with various vendors when equipment was not working

Processed various reports

Earned my Servsafe food certification

Counted tills for registers and accessed safe for cash

Transferred product between units when needed

Service & Engagement Team Leader

Target Plano, TX & Allen, TX August 2024 – May 2026

Created and managed weekly, shift and break schedules.

Performed personnel management duties, including hiring tasks, performance reviews and daily supervision.

Ran cash registers and monitored self-checkout, as needed.

Staffed the customer service desk, as needed.

Performed general store maintenance, including re-shop, spill clean-up, register issues and restroom monitoring.

Gathered and prepared orders for pick-up.

Fulfillment Expert

Target Wylie, TX August 2022 - August 2024

Gathered and prepared orders for pick-up and shipping,

Stacked, wrapped, loaded and tracked pallets for shipping.

Used pallet jack, electric pallet jack, pallet stacker, baler and WAV (work Assist Vehicle) on a daily basis.

Member Support Representative

Service Autopilot Richardson, TX November 2021 - July 2022

Answered customer calls via the Mitel phone system.

Answered questions regarding customer accounts and the Service Autopilot software.

Resolved issues customers were having with the Service Autopilot software.

Researched and resolved any issues that could not be completed immediately.

Escalated issues that were out of my scope.

Created and managed incident tickets via Zendesk.

Network Analyst

HP Enterprise Services Plano, TX November 2013 - July 2014

Monitored all server for Nike via Netcool.

Submitted trouble tickets via Remedy ticketing system.

Desktop Support Analyst

Twist Solutions Dallas, TX February 2013 - June 2014

Supported 400 clients and their various needs via Labtech, Ammyy, VNC, cell, and telephone.

Remotely accessed clients' computers and servers in order to identify and correct user issues.

Troubleshoot and fixed various Windows, Android, and Apple products.

Coordinated with server and field teams to resolve customer issues.

Managed system performance by monitoring operations and correcting routine issues.

Helped users via telephone to diagnose and triage problems.

I.T. System Administrator

Sports Coverage, Inc Dallas, TX March 2009 - January 2013

Set up CCTV 16 camera system that could be remotely accessed by iPhone.

Troubleshoot and fixed various Windows, Android, and Apple products.

Created Crystal Reports for various functions.

Created Access database for asset tracking.

Built and installed a new domain controller with Server 2008.

Upgraded and replaced the existing MAS server with the new server.

Met changing system demand by developing and deploying new technology solutions.

Upgraded and maintained quilting computers as well as all other computers in the complex.

Installed Untangle web filter to monitor and control employee behavior.

Made daily hardware and software purchases.

Created user accounts in Active Directory, MAS, MS Outlook, VPN, etc.

Managed the I.T. department with one subordinate.

Managed the Art department with two subordinates.

Redesigned the website along with an outside consultant and chose our data provider.

EDUCATION

Bachelor of Science

DeVry University Irving, TX December 2008

GPA: 3.53/4.00, Cum Laude

Completed 133 hours of hands-on laboratory experience in VB.net, Java, J#, C#, SQL, UML, Dreamweaver, Linux, Unix, HTML, computer hardware and LANs, business continuity planning, data privacy and security, web security, and information systems security planning and auditing.

TECHNICAL KNOWLEDGE

Operating Systems: Operating systems: Apple OS X, Vista, Windows NT, Windows 2000, Windows XP, Windows 7, Windows 8, Ubuntu Linux, Windows Server 2003, Windows Server 2005, and Windows Server 2008

Application Software: MS Visio, MS PowerPoint, MS Office, PeopleSoft, PC Anywhere, Remedy, NetMeeting, Angry I.P Scanner, Altiris, Starship VNC, MS Active Directory, Lotus Notes, MS Outlook, MAS 200, Untangle, Qualedi, PC Charge, Zendesk, Service Autopilot,

Programming Languages: SQL, C.O.B.O.L., C#.net, Visual Basic.net, J#, Java, Dreamweaver

Related Skills: Cut, crimp, and install Cat 5 cable

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