Summary
Overview
Work History
Education
Skills
Certification
LANGUAGE
Timeline
Generic

JACKSON RIDDLE

Canal Winchester

Summary


Positive and approachable with knack for problem-solving and strong communication skills. Well-versed in troubleshooting technical issues and proficient in managing customer support requests to ensure seamless user experiences. Dedicated to providing top-notch service that enhances operational efficiency and user satisfaction.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Service Desk Technician

Illuminate USA
04.2025 - Current
  • Mentored interns by sharing knowledge and best practices, fostering a collaborative work environment within the team.
  • Created comprehensive documentation of processes and procedures to aid in training new technicians.
  • Developed knowledge base articles for common issues, enabling faster resolutions for end-users.
  • Provided excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
  • Maintained inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
  • Streamlined service desk operations for improved efficiency and response times.
  • Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.

IT Help Desk Technician

Nifco Americas Corp.
06.2023 - 04.2025
  • Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
  • Established myself as a lead in the IT department by averaging 65 closed tickets a week.
  • Lead the KPI's in average response time, shortest average ticket resolution, lowest number of tickets left at the end of the week.
  • Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
  • Identified and resolved issues using software and hardware.
  • Escalated complex issues to higher-level support teams for resolution.
  • Reviewed unresolved tickets regularly, ensuring timely resolutions were provided.
  • Conducted regular follow-ups with customers to ensure issue resolution and satisfaction.
  • Participated in after-hours on-call rotation to provide 24/7 support coverage.
  • Provided remote technical support to clients using various communication channels.
  • Maintained detailed records of daily support activities and resolutions.
  • Helped users via telephone to diagnose and triage problems.
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software.

Server Assistant

Barrel & Boar Kitchen
11.2021 - 06.2023
  • Helped keep dining area customer-ready with expert table bussing and resetting.
  • Delivered meals to guests in a timely and efficient manner.
  • Displayed excellent customer service by greeting, seating and engaging in conversation with diners.
  • Communicated effectively with both front-of-house and back-of-house team members.

Education

Associate of Applied Science - Cybersecurity

Columbus State Community College
12-2026

Skills

  • IT Documentation
  • Remote Support
  • Customer Service
  • User credential management
  • Technical Support
  • Printer setup
  • Ticketing system
  • Software installation

Certification

  • Certification - Google IT Support, Coursera, Online Course, April 2024
  • Certification - Zendesk, Customer Service Professional, LinkedIn Learn, Online Course, January 2025

LANGUAGE

English - Native
Spanish - Conversational

Timeline

Service Desk Technician

Illuminate USA
04.2025 - Current

IT Help Desk Technician

Nifco Americas Corp.
06.2023 - 04.2025

Server Assistant

Barrel & Boar Kitchen
11.2021 - 06.2023

Associate of Applied Science - Cybersecurity

Columbus State Community College

Similar Profiles

CREATE PROFILE