Jack Young
Salt Lake City,United States
Summary
Customer service and technical research analyst with experience in supporting SaaS, Streaming Video Technology, IT, and services industries in several roles. After serving in the US Army, I took on service roles and developed technical and professional skills. I studied Music Theory and Composition at community college, before advancing my career in SaaS and Tier 2 support. I moved to a research role at Netflix, advancing to a Tier 3 analyst role. I've continued to grow my analyst skills at Employee Navigator, supporting online benefits administration across a large range of clients with varying needs. With Verisk, I've taken on new challenges with learning property estimation and supporting the diverse ecosystem of the insurance adjusting and construction industries.
Overview
22
22
years of professional experience
Work History
Software Support Analyst
Verisk Property Estimating Solutions
10.2025 - Current
- Assists customers with the Verisk software suite, including Xactimate, XactAnalysis and XcatRemodel.
- Completed L1 and L2 certification exams with 6 months of hire.
- Assists with estimates, troubleshooting software issues, and reporting defects to appropriate channels via chat, phone and email support.
Client Software Specialist
Employee Navigator
Sandy, United States
02.2023 - 02.2025
- Configured and troubleshot Employee Navigator platform for clients to enhance user experience.
- Troubleshot employee benefits, data importing, third-party integrations, Affordable Care Act administration, and provided implementation assistance to ensure seamless operations.
- Supported clients via phone and email, gathered research information, and assessed issues to inform software enhancements.
Technical Support Analyst
Blend
09.2022 - 01.2023
- Resolved client issues related to loan applications for Blend's clients through thorough research.
- Utilized Postman to interact with service API, gathering information to address and resolve data issues.
- Performed quality assurance verification to ensure compliance and accuracy for multiple financial institutions.
PC Refresh Technician
Northrop Grumman
Magna, United States
03.2022 - 09.2022
- Received, staged, and delivered replacement devices to end users, ensuring timely access to necessary equipment.
- Utilized Windows PE, Powershell scripting, Active Directory and SCCM.
- Managed tickets in ServiceNow, ensuring accurate tracking of actions performed for efficient service resolution.
- Coordinated delivery appointments for computers to classified, sensitive, and shop floor areas, adhering to special access requirements.
- Maintained running inventory of machines to be deployed.
- Completed the project ahead of schedule and traveled to other job sites to assist with workload.
Technical Research Specialist
Netflix
Salt Lake City, United States
02.2018 - 09.2021
- Provided Tier 3 support to the Netflix CS network by researching data trends, customer service trends, and direct customer reports.
- Guided customer service departments across several locations in responding to outages and developing processes for effective data collection for research.
- These included issues with streaming, account management, billing, partner promotions, software and firmware updates, network issues, and more.
Service Desk Analyst
ASM Research
Salt Lake City, United States
01.2017 - 02.2018
- Service Desk Analyst serving the Veteran's Administration.
- Administered Active Directory, Forefront Identity Manager, and Unix-based account systems to ensure secure and efficient user access.
- Assisted users with remote and VPN applications using Citrix XenApp and Cisco AnyConnect.
- Triaged issues using ITIL foundation and knowledge base, directing users to appropriate support groups for timely resolution.
- Supported users with Symantec Endpoint Encryption, Airwatch mobile device administration, Cisco telecom systems, Microsoft Office suite, Adobe Acrobat, and McAfee Enterprise Security Manager.
Technical Support Representative
Solutionreach, Inc.
Lehi, United States
07.2015 - 01.2017
- Advanced to Tier 2 Technical support, addressing diverse issues across multiple Practice Management systems to improve client support.
- Delivered customer service for Software as a Service platform, ensuring user satisfaction and effective issue resolution.
- Trained clients on various platform aspects, advising on patient communications, social networking strategies, and marketing to enhance user engagement.
- Diagnosed issues with several different database schemes, including SQL, MySQL, Advantage Anywhere, Microsoft Access, XLS/CSV and flatfile databases.
Building Manager
Downtown Self Storage
04.2012 - 12.2012
- Coordinated and supervised maintenance tasks with outside contractors to ensure smooth building operations.
- Resolved maintenance issues reported by tenants and identified through inspections, ensuring effective communication and customer support.
- Processed tenant payments and maintained facility readiness for rentals while conducting tours for potential tenants.
PC Support Technician
PC Laptops
Greater Salt Lake City Area
06.2010 - 01.2011
- Troubleshot and maintained customer Windows-based computer systems to ensure optimal performance.
- Supported customers with a wide range of software products, including Microsoft Office suite and Adobe products, to resolve issues and improve user experience.
- Built personal computers to customer's specifications, prepared software and educated the customer on use and and regular maintenance of computer and software.
- Coordinated repair schedules and pick-up times with customers via phone and email to enhance service efficiency.
IT Helpdesk
Unisys
09.2007 - 02.2008
- Delivered IT Help Desk services to multiple global manufacturing clients, ensuring timely resolution of technical issues.
- Maintained Active Directory databases and resolved employee account issues.
- Used a suite of Unix-based tools to ensure that warehouse and shipping information systems were functional at all times.
- Facilitated communication with overseas clients, navigating language barriers to resolve issues that impacted productivity.
Technical Support Specialist (Dell Project)
Teleperformance, USA
05.2007 - 09.2007
- Earned Comptia A+ certification and provided over-the-phone technical support to Dell XPS and Alienware customers, enhancing customer satisfaction.
- Troubleshot and resolved software and hardware issues, ensuring timely solutions for customer inquiries.
- Maintained communication logs of customer interactions to streamline issue resolution processes for team members.
Cable Technician
West TN Utility Construction
01.2007 - 05.2007
- Installed cable, internet, and home networking services for Charter Cable.
- Assisted customers with installation of new equipment and troubleshooting of existing installations, ensuring high levels of satisfaction through professional and courteous interactions.
- Trained technicians on advanced installation techniques, enhancing team skill set and knowledge sharing.
Infantryman
US Army
Fort Campbell, United States
11.2003 - 12.2006
- Executed over 250 combat patrols, enhancing operational readiness.
- Received Expert Infantry Badge, Combat Infantry Badge, Expert Driver Badge, Army Commendation Award (2x).
- Achieved Air Assault school, First Responder certification, advanced field survival and combatives courses, and multiple vehicle Driver's certifications.
- Trained supervisors on vehicle-based battle network and GPS system use and maintenance.
- Completed service term with an Honorable Discharge at the rank of Specialist (E4).
Education
Some College (No Degree) - Music Theory and Composition
Salt Lake Community College
Salt Lake City, UTSkills
- Software Support
- Incident Management
- Implementation Assistance
- API Integrations
- Technical Research
- Customer Education
Personal Information
Title: Technical Support Analyst
Timeline
Software Support Analyst
Verisk Property Estimating Solutions
10.2025 - Current
Client Software Specialist
Employee Navigator
02.2023 - 02.2025
Technical Support Analyst
Blend
09.2022 - 01.2023
PC Refresh Technician
Northrop Grumman
03.2022 - 09.2022
Technical Research Specialist
Netflix
02.2018 - 09.2021
Service Desk Analyst
ASM Research
01.2017 - 02.2018
Technical Support Representative
Solutionreach, Inc.
07.2015 - 01.2017
Building Manager
Downtown Self Storage
04.2012 - 12.2012
PC Support Technician
PC Laptops
06.2010 - 01.2011
IT Helpdesk
Unisys
09.2007 - 02.2008
Technical Support Specialist (Dell Project)
Teleperformance, USA
05.2007 - 09.2007
Cable Technician
West TN Utility Construction
01.2007 - 05.2007
Infantryman
US Army
11.2003 - 12.2006
Some College (No Degree) - Music Theory and Composition
Salt Lake Community College