Jacob Garrison
Shawnee,KS
Summary
Experienced Technical Support Agent adept at resolving computer system, mobile device, and peripheral equipment issues. Well-versed in usability and security, consistently ensuring user satisfaction. Comfortable working independently to effectively investigate and troubleshoot problems.
Overview
9
9
years of professional experience
Work History
IT Systems Administrator
TransAm
Olathe, KS
09.2023 - Current
- Installed and configured operating systems, software applications, and system management tools.
- Created user accounts with appropriate privileges in accordance with organizational policies.
- Documented all hardware components along with related software licenses.
- Managed vendor interactions to ensure timely procurement of new equipment
- Created PowerShell scripts for task automation
- Planned upgrades or replacements of existing systems based on budget constraints and resource availability.
- Trained users to efficiently utilize software and hardware
- Executed strategic measures for inventory maintenance and restocking.
Tech Support Specialist I
Yellow Freight
Leawood, KS
02.2021 - 09.2023
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
Assistant Manager
Orilleys Auto Parts
Lenexa, KS
07.2019 - 10.2022
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
Tech Support Specialist I
Ispnetworks
Lenexa, KS
07.2017 - 07.2019
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Monitored service orders to completion and closed service tickets.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Served as first point of contact for incoming technical service calls and emails.
Help Desk Technician
Turner USD202
Shawnee, KS
07.2015 - 07.2017
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Maintained positive working relationship with fellow staff and management.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
Education
Some College (No Degree) -
Johnson County Community College
Overland Park, KSHigh School Diploma -
Turner High School
Kansas City, KS05.2017
Skills
- Hardware Upgrades
- Active Directory
- Technical Instruction
- Debugging
- Customer Experience Management
- Issue Research
- Remote Desktop Services and Support
- Asset Management
- Accurate Documentation
- Technical Troubleshooting
- Application Installations
- Account Management
- Customer Service
- Technical Support
- Operations Management
- Project Management
- Orientation and Training
Timeline
IT Systems Administrator
TransAm
09.2023 - Current
Tech Support Specialist I
Yellow Freight
02.2021 - 09.2023
Assistant Manager
Orilleys Auto Parts
07.2019 - 10.2022
Tech Support Specialist I
Ispnetworks
07.2017 - 07.2019
Help Desk Technician
Turner USD202
07.2015 - 07.2017
Some College (No Degree) -
Johnson County Community College
High School Diploma -
Turner High School
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