Jacob Duke
Springville
Summary
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Overview
8
8
years of professional experience
Work History
Office Administrator
Overwatch Security Advisors
01.2023 - 03.2024
- Coordinate daily office operations to ensure organizational efficiency and effectiveness
- Manage administrative tasks such as filing, scheduling meetings, handling correspondence, and maintaining records
- Serve as the first point of contact for visitors and incoming calls, providing professional and courteous assistance
- Order and maintain inventory of office supplies and equipment
- Assist with basic bookkeeping tasks, including invoice processing and expense tracking
- Support HR functions such as onboarding new employees, maintaining personnel records, and organizing staff communications
- Ensure compliance with company policies and office procedures
- Collaborate with various departments to facilitate internal communication and workflow
- Prepare reports, presentations, and other documents as needed
- Oversee maintenance and cleanliness of the office environment
Digital team member
Walmart
Springville
01.2020 - 01.2021
- Fulfill online orders efficiently by locating, picking, and packing items for timely customer pickup or delivery
- Ensure accuracy of items selected, verifying product types, sizes, and quantities against digital order details
- Use handheld devices and apps to manage and update order statuses
- Assist customers picking up orders, providing friendly service and resolving any issues or substitutions professionally
- Maintain knowledge of product locations and store layout to improve order fulfillment speed
- Follow proper procedures for handling perishable, fragile, or high-value merchandise
- Work collaboratively with other team members and departments to meet fulfillment targets and service standards
- Keep work areas clean, organized, and compliant with Walmart’s safety and quality guidelines
- Report inventory discrepancies or issues with orders to supervisors promptly
- Uphold Walmart’s commitment to customer satisfaction through accurate and timely digital order processing
Cashier
Zaxby’s
Springville
01.2017 - 01.2019
- Greet customers warmly and provide prompt, courteous service
- Accurately handle cash, credit, and debit transactions using a point-of-sale (POS) system
- Issue receipts, refunds, or change due to customers
- Maintain a clean and organized checkout area
- Answer customer questions and assist with product location or basic inquiries
- Follow proper procedures for opening and closing registers
- Count money in cash drawers at the beginning and end of shifts to ensure accuracy
- Handle customer complaints or refer them to a supervisor when necessary
- Restock merchandise and ensure displays near checkout are neat and full
- Follow company policies and procedures to ensure loss prevention and customer satisfaction
Help Desk Technician
Books-A-Million
121 W Park Dr., Birmingham, AL 35211
09.2023 - Current
- Provide first-level technical support to end users via phone, email, chat, or in-person, ensuring timely and effective resolution of IT issues
- Troubleshoot hardware, software, network, and peripheral problems across Windows, macOS, and mobile platforms
- Log, track, and document service requests and incidents using a ticketing system, maintaining detailed records of problem-solving steps
- Assist in the setup, configuration, and maintenance of desktop systems, laptops, printers, and other IT equipment
- Manage user accounts, permissions, and password resets through Active Directory and related systems
- Escalate complex technical issues to higher-tier support or specialized teams when necessary
- Educate users on best practices for system use, security policies, and basic troubleshooting
- Participate in routine system updates, software deployments, and IT asset inventory management
- Support onboarding and offboarding processes by preparing workstations and access credentials
- Maintain a high level of professionalism and customer service in all interactions, striving to improve user satisfaction and productivity
Education
GED -
St Clair Virtual Prep Academy
01.2020
Associate of Applied Science - Computer And Information Sciences
Jefferson State
Birmingham, AL01.2022
Skills
- Basic electrical wiring proficiency
- Low voltage wiring expertise
- Experienced in operating various tools for electrical maintenance
- Proficient in wiring three-way switches and GFIs
- Experienced in network cabling and server installation
- Fundamental knowledge of internal computer systems
- Familiarity with BIOS configuration
- Basic proficiency in network protocols and models
- Hardware and software diagnostics
- Understanding of WAN and LAN configurations
- Understanding of up-to-date IP protocols
- Proficient in IPv4 and IPv6 configuration
- Collaborative teamwork
- Effective time management
- Office administration
- Database entry
- File organization
- Customer relationship management
- Effective troubleshooting abilities
- Regular software maintenance
- Technical troubleshooting
- Remote systems assessment
- Application support
- Customer support ticket handling
- Data processing
- Remote support
- System configuration
- Technical documentation
- Help desk software proficiency
- Network troubleshooting expertise
- End-user support expertise
Timeline
Help Desk Technician
Books-A-Million
09.2023 - Current
Office Administrator
Overwatch Security Advisors
01.2023 - 03.2024
Digital team member
Walmart
01.2020 - 01.2021
Cashier
Zaxby’s
01.2017 - 01.2019
GED -
St Clair Virtual Prep Academy
Associate of Applied Science - Computer And Information Sciences
Jefferson State