JACKSON KEITHLEY
IT Professional
Columbia,United States
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
Residential Technical Support - Tier 2
Socket Telecom
08.2024 - Current
- Assisted in creating internal knowledge base articles and improving access to technical resources within the team.
- Provided advanced technical support for up to 10 Tier 1s at any time.
- Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
- Handled 10-15 escalated cases per day from Tier 1 support staff and field services alike, applying advanced problem-solving techniques to resolve challenging technical situations.
- Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
Residential Technical Support
Socket Telecom
05.2024 - 08.2024
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, reducing client downtime.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless service delivery by effectively guiding users through troubleshooting processes step-by-step over the phone or through email communications.
- Handled approximately 5-10 technical calls per hour, ranging from networking to TV Service troubleshooting
AutoTech 1
Geek Squad
01.2023 - 04.2024
- Guided customers toward optimal car audio solutions
- Boosted product knowledge, elevating customer satisfaction
- Ensured technical excellence in car audio installations
- Completed 3-6 Daily installations, depending on complexity.
- Provided baseline training to other departments in Car Audio products
- Maintained a consistent 90% customer satisfaction.
Precinct Agent
Geek Squad
01.2022 - 01.2023
- Maintained a 2+/hour ticket open rate while resolving 1/3 of customer issues during initial contact.
- Regularly optimized performance of PCs, networks, and mobile devices
- Simplified technical language for enhanced team comprehension
- Eradicated malware and ransomware to bolster system security
- Provided expert technical support, ensuring high customer satisfaction and retention
Education
Bachelor of Science - Information Technology
University of Missouri
Columbia, MO05-2026
Skills
- Troubleshooting
- Object-oriented programming
- Git
- Technical documentation
- Network security
- C/C#
- Common languages (Python, JavaScript, etc)
Timeline
Residential Technical Support - Tier 2
Socket Telecom
08.2024 - Current
Residential Technical Support
Socket Telecom
05.2024 - 08.2024
AutoTech 1
Geek Squad
01.2023 - 04.2024
Precinct Agent
Geek Squad
01.2022 - 01.2023
Bachelor of Science - Information Technology
University of Missouri
Similar Profiles
Hilarie BarrettHilarie Barrett
Customer Experience Coordinator at Socket Managed Services LLCCustomer Experience Coordinator at Socket Managed Services LLC
Arijit MajumdarArijit Majumdar
In-life Lead: E2E L2C Product Orchestration at British Telecom India Pvt. Ltd.In-life Lead: E2E L2C Product Orchestration at British Telecom India Pvt. Ltd.
Roxanne GaultierRoxanne Gaultier
Service Desk Manager at In-telecom ConsultingService Desk Manager at In-telecom Consulting