JACOB BAILEY
Kearns
Summary
Self-starting USMC veteran with Tier 2/Tier 3 IT support expertise in diagnosing and resolving complex hardware, software, and network issues. Skilled in advanced troubleshooting, root cause analysis, and escalation management across enterprise systems using tools like JIRA and Zendesk. Experienced in leading teams, managing assets valued at $524 million, and overseeing large-scale logistics operations. Strong communicator adept at resolving critical incidents, enhancing user satisfaction, and adapting to dynamic environments.
Overview
2
2
years of professional experience
Work History
Technical Support Tier 3
EOS One
12.2024 - Current
- Diagnose and resolve complex software, network, and integration issues escalated from Tier 2 support.
- Collaborate with engineering and product teams to identify root causes and contribute to long-term solutions.
- Create and maintain advanced troubleshooting documentation and mentor lower-tier technicians.
- Skilled at working independently and collaboratively in a team environment.
Supervisor Of Technical Support
Weave
05.2024 - 12.2024
- Developed and implemented training programs for technical support staff to enhance service quality.
- Analyzed customer feedback to identify recurring issues and improve support processes.
- Coordinated cross-functional teams to resolve complex technical problems efficiently.
- Enhance support processes and implement efficiency improvements.
Technical Support Engineer
Weave
06.2023 - 05.2024
- Provided technical assistance to customers using Weave software, troubleshooting issues effectively.
- Collaborated with cross-functional teams to resolve complex customer inquiries and enhance user experience.
- Documented recurring technical issues and contributed to knowledge base improvements for team efficiency.
- Assisted in training new support staff on best practices and product functionalities for improved service delivery.
Skills
- Problem-solving
- Critical thinking
- Bug Triage
- Problem resolution
- Experience with Azure SQL database
- Experience with CSS/HTML
- Excellent communication
- Experience with SQL Queries
- Experience with Java
- CompTIA (In Progress)
Timeline
Technical Support Tier 3
EOS One
12.2024 - Current
Supervisor Of Technical Support
Weave
05.2024 - 12.2024
Technical Support Engineer
Weave
06.2023 - 05.2024