Jacob Hedrick
Tallahassee,FL
Summary
Results-driven professional with expertise in customer support, incident management, and hardware maintenance. Proven ability to implement process improvements that enhance service efficiency and quality.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Technical Services Supervisor
First Commerce Credit Union
05.2026 - Current
- Supervised technical support team, ensuring timely resolution of member inquiries and issues.
- Trained staff on new software applications, increasing overall team proficiency and performance.
- Developed and implemented process improvements to enhance service efficiency and quality.
- Coordinated cross-departmental projects, aligning technology initiatives with organizational goals.
System Engineer
First Commerce Credit Union
09.2023 - 05.2026
- Designed and implemented system architecture for banking applications, enhancing performance and reliability.
- Managed server infrastructure, ensuring optimal uptime and security across all systems.
- Developed automated monitoring tools to proactively identify system issues and reduce downtime.
- Collaborated with cross-functional teams to integrate software solutions, improving operational efficiency.
IT Support Specialist
First Commerce Credit Union
10.2022 - 09.2023
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Resolved customer inquiries through troubleshooting techniques, improving user satisfaction levels.
- Managed IT inventory, tracking equipment usage and facilitating timely upgrades.
- Developed training materials to enhance staff proficiency in using technology resources effectively.
Member Service Representative
First Commerce Credit Union
03.2020 - 10.2022
- Provided exceptional member support, addressing inquiries and resolving issues promptly.
- Educated members on credit union products and services to enhance engagement.
- Collaborated with team members to streamline service processes and improve member satisfaction.
Insurance Agent
Allstate Corp
07.2019 - 10.2019
- Developed customized insurance solutions based on client needs and risk assessments.
- Analyzed market trends to recommend optimal coverage options for clients.
- Facilitated policy renewals and provided ongoing support to ensure customer satisfaction.
- Mentored junior agents on best practices in customer engagement and sales techniques.
Service Manager
Tire Kingdom
05.2017 - 07.2019
- Oversaw daily operations, ensuring efficient workflow and high-quality customer service.
- Managed team performance, providing coaching and mentoring to improve skill sets.
- Implemented process improvements, enhancing service delivery and operational efficiency.
- Coordinated inventory management, ensuring optimal stock levels and reducing excess materials.
Sales Associate
Tire Kingdom
04.2013 - 05.2017
- Assisted customers in selecting and purchasing tires, ensuring satisfaction and loyalty.
- Processed transactions accurately using point-of-sale systems, minimizing errors and improving efficiency.
- Educated clients on tire maintenance, enhancing product knowledge and customer engagement.
- Maintained accurate inventory levels, contributing to efficient stock management practices.
Automotive Technician
Tire Kingdom
03.2012 - 04.2013
- Diagnosed and repaired vehicle systems, ensuring optimal performance and safety standards.
- Utilized diagnostic tools to identify mechanical issues and recommend appropriate solutions.
- Conducted routine maintenance services, including oil changes, tire rotations, and brake inspections.
- Collaborated with team members to enhance service efficiency and customer satisfaction levels.
Education
Bachelor of Science - Cyber Criminology
Florida State University
Tallahassee, FL08-2023
Skills
- Incident management
- Network management
- System troubleshooting
- IT asset tracking
- Asset management
- Technical documentation
- Service level agreements
- Customer support
- Problem-solving
- Analytical skills
Accomplishments
Implementation and Management of Cisco Identity Services Engine (ISE)
- Successfully led the end-to-end deployment of Cisco ISE to enhance network access control, visibility, and security posture.
- Designed and implemented 802.1X authentication across wired and wireless networks
- Integrated Cisco ISE with Active Directory and other identity sources
- Configured and enforced policies for posture assessment, guest access, and device profiling
- Implemented TACACS+ for device administration
- Continuously monitor, manage, and optimize the ISE platform to ensure compliance and operational efficiency
- Played a key role in improving network security and achieving audit compliance
Migration from Genesys PureConnect to Genesys Cloud CX
- Led the successful migration of the organization’s contact center infrastructure from Genesys PureConnect (on-premises) to Genesys Cloud CX (cloud-based), enhancing scalability, flexibility, and customer experience.
- Conducted a full assessment of existing contact center workflows, integrations, and reporting needs
- Designed the architecture and implementation plan for Genesys Cloud, ensuring feature parity and future scalability
- Coordinated data migration, user training, and parallel testing to ensure business continuity
- Streamlined IVR flows, routing strategies, and reporting dashboards in the cloud platform
Certification
ITIL Foundation
Timeline
Technical Services Supervisor
First Commerce Credit Union
05.2026 - Current
System Engineer
First Commerce Credit Union
09.2023 - 05.2026
IT Support Specialist
First Commerce Credit Union
10.2022 - 09.2023
Member Service Representative
First Commerce Credit Union
03.2020 - 10.2022
Insurance Agent
Allstate Corp
07.2019 - 10.2019
Service Manager
Tire Kingdom
05.2017 - 07.2019
Sales Associate
Tire Kingdom
04.2013 - 05.2017
Automotive Technician
Tire Kingdom
03.2012 - 04.2013
Bachelor of Science - Cyber Criminology
Florida State University