Summary
Overview
Work History
Education
Skills
Timeline
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Jabez Wooden

Atlanta Metropolitan Area,GA

Summary

Friendly Help Desk Technician with 2+ years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

6
6
years of professional experience

Work History

Help Desk

Omni Interactions
01.2022 - 05.2025
  • Authored service level agreements for help desk operations.
  • Coordinated help desk and technical support services.
  • Assisted help desk customers by troubleshooting computer-related issues such as virus removal, password resets, email setup and software installs.
  • Monitored, tracked and prioritized new work requests at Help Desk within set response times.
  • Provided employees with fast and comprehensive technical support for software-related concerns, building employee confidence in help desk team and solutions.

Customer Service Supervisor

Global Response
10.2019 - 01.2022
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached employees through day-to-day work and complex problems.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Researched and corrected customer concerns to promote company loyalty.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Improved customer service ratings and accurately solved problems using active listening and customer service skills.

Education

A+ CORE 2

COMPTIA
12-2024

Google IT Support Certificate

Google
04-2024

Associate of Science - Information Technology

Valencia College
Orlando FL
06-2023

Skills

Customer Support Tools:

  • Zendesk, Freshdesk, Intercom, Salesforce Service Cloud

Technical Troubleshooting:

  • Windows/Mac OS support
  • Hardware diagnostics and repair
  • Network setup and troubleshooting (TCP/IP, DNS, VPNs)

Productivity & Collaboration Tools:

  • Microsoft 365 (Excel, Outlook, Teams)
  • Google Workspace (Gmail, Sheets, Meet, etc)
  • Slack, Zoom, Notion

Ticketing & CRM Systems:

  • Jira, ServiceNow, HubSpot

Soft Technical Skills

  • Technical documentation
  • User training & onboarding
  • Incident response and escalation
  • Complaint resolution
  • Verbal and written communication

Timeline

Help Desk

Omni Interactions
01.2022 - 05.2025

Customer Service Supervisor

Global Response
10.2019 - 01.2022

A+ CORE 2

COMPTIA

Google IT Support Certificate

Google

Associate of Science - Information Technology

Valencia College

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Jabez Wooden