Dayveon Jefferson
Tier 2 Technical Support Specialist Walk-up
Shawnee,OK
Summary
Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
2
2
Certification
Work History
Tier 2 Technical Support Specialist Walk-up
Fedtech
08.2025 - Current
- Serve as the first point of contact for walk-in customers, providing prompt and courteous assistance to address their IT-related issues.
- Perform diagnostic assessments on hardware and software problems, ensuring effective troubleshooting and timely solutions.
- Maintain thorough documentation of customer interactions and resolutions in the ticketing system for future reference and analysis.
- Collaborate with Tier 1 technicians to escalate complex issues, ensuring a seamless customer experience and quicker resolution times.
- Offer guidance and education on common tech issues, empowering customers to resolve minor problems independently in the future.
- Stay updated on the latest technology trends and company policies to provide informed support and recommendations.
- Managed access to controlled areas such as SIPR rooms, ensuring compliance with security protocols and maintaining a secure environment for sensitive information.
Tier 1 Technical Support Agent
Fedtech
05.2025 - 08.2025
- Resolved technical issues for clients via phone, email, and chat support.
- Documented troubleshooting steps in ticketing system to enhance knowledge base.
- Collaborated with cross-functional teams to escalate unresolved issues efficiently.
- Analyzed recurring support tickets to identify trends and recommend process improvements.
- Provided exceptional customer service, ensuring timely resolution of technical inquiries.
- Conducted follow-up communications with customers to verify issue resolution satisfaction.
- Implemented feedback mechanisms to continuously enhance user experience and support effectiveness.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Reduced call wait times by efficiently handling a high volume of inbound support requests
- Achieved a promotion within the first three months of employment as a Tier 1 IT Tech by consistently exceeding performance metrics, demonstrating exceptional problem-solving skills, and providing outstanding customer service, resulting in faster ticket resolution times and positive feedback from users.
Information Technology Specialist
US Army
08.2018 - 04.2025
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Streamlined IT processes for increased efficiency through the development of automated solutions.
- Reduced network downtime with proactive monitoring and troubleshooting.
- Ensured data security, implementing encryption measures and access controls for sensitive information.
- Maximized server uptime by conducting regular maintenance and implementing robust backup strategies.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Used ticketing systems to manage and process support actions and requests.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Communicated regularly with customers concerning data exchange and technology integration.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
Education
Shawnee High School
Shawnee, OK2018
Skills
- Security Certified
- Network Certified
- End-User Support
- Software Updates
- Hardware Installations
- LAN Protocols
Accomplishments
- Promoted to Senior Help Desk after 12 months of employment.
Certification
Security +
Network +
Timeline
Tier 2 Technical Support Specialist Walk-up
Fedtech
08.2025 - Current
Tier 1 Technical Support Agent
Fedtech
05.2025 - 08.2025
Information Technology Specialist
US Army
08.2018 - 04.2025
Shawnee High School