Jacob Chasteen
Help Desk Supervisor
Fuquay-Varina,NC
Summary
Resourceful and always to the point Help Desk Supervisor going on 6 years in current company. Adept at giving specific and concise information. Very successful at integrating new policies, tactics, and information into a wide variety of team members and employee`s not directly under purview.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Help Desk Supervisor
NRTC - National Rural Telecommunications Cooperative
Raleigh , NC
2016.08 - Current
- Scheduled staff and delivered training materials and information.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Responded promptly to incoming sales leads and requests for technical support.
- Recruited, trained and supported help desk technicians and representatives.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Wrote and presented reports on help desk activities.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Walked customers through step-by-step problem solving and enlisted extra help.
- Managed help desk consisting of over one hundred employees and conducted performance evaluations of teams up to 15.
- Managed high levels of call flow and responded to end user facing technical support needs.
- Provided basic end-user troubleshooting and desktop support.
- Scheduled and trained help desk employees.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Compiled and accurately entered data for each customer encounter to record in system.
Grocery Store Worker
BJs Warehouse
Cary , NC
2011.08 - 2015.08
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in frozen food and shelf stable products.
- Listened to customer needs and desires to identify and recommend optimal products.
- Cart Retriever, Cashier, Front Door Greeter, Food Court, Maintenance, Cash Office Personnel (bank and till creation etc…), Night Crewman Stocker, Day Crewman Stocker, Lead Freeze Stocker, Tire Bay personnel, etc...
Education
Bachelor of Science - Criminal Justice
East Carolina University
Greenville, NC 2007.08 - 2011.08
Skills
- Detailed documentation
Timeline
Help Desk Supervisor
NRTC - National Rural Telecommunications Cooperative
2016.08 - Current
Grocery Store Worker
BJs Warehouse
2011.08 - 2015.08
Bachelor of Science - Criminal Justice
East Carolina University
2007.08 - 2011.08
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