Jacob Helland
Eau Claire
Summary
Expertise in Configuring and Implementing Communications Platforms. Organized and dependable candidate successful at managing multiple clients with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proficient at meeting deadlines and ensuring complete satisfaction. Familiar with data modeling and analysis.
Overview
11
11
years of professional experience
Work History
Solutions Delivery Consultant
8x8
05.2023 - Current
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Participated in system development life cycle from requirements analysis through system implementation.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed and monitored installed systems for highest level of availability.
- Designed and implemented system security and data assurance.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
Sr Systems Specialist
Virtuoso Sourcing Group
05.2021 - 05.2023
- Configure, implement, and support Contact Center as a Solution platform for clients
- Communicate with clients and Stakeholders to gather scope of project and develop SOW
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Aided senior leadership in authoring data capturing reports to identify issues and determine solutions.
- Assisted account executives with strengthening client relationships through targeted solutions.
- Monitored system performance to identify potential issues.
- Suggested solutions to developing problems during project so that correct modifications could be made.
Solutions Specialist
Verizon Wireless
08.2020 - 05.2021
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Increased productivity by collaborating with management to develop process improvements.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Recommended new products and services to customers.
- Received and processed stock into inventory management system.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Supervisor
Zelo
03.2019 - 07.2020
- Applied strong leadership talents and problem solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Identified individual employee's unique work styles and adapted management methods.
- Developed training guidelines and communicated clear and concise directions to employees.
Military Police
US Army National Guard
01.2013 - 01.2020
- Patrolled base facilities and housing areas to deter crime, monitor activities and provide force protection.
- Manned base entry points to provide 24/7 force protection, reviewing identifications, searching vehicles and verifying deliveries prior to entrance to secure areas.
- Maintained 100% accountability of all assigned equipment worth more than $2,000,000.
- Documented and processed classified materials for Engineering unit.
- Maintained security of local areas and performed route clearance for visiting high-ranking officials.
Education
Bachelor of Science - Cyber Security
SNHU
Manchester, NH08.2024
Skills
- CCaaS
- Customer Implementation
- Critical Thinking
- Configuration and Management
- Customer Support
- Client Needs Assessment
- System Configuration
- Project Management
- Project Planning
- Project Scope Assessment
- Data Analysis
Timeline
Solutions Delivery Consultant
8x8
05.2023 - Current
Sr Systems Specialist
Virtuoso Sourcing Group
05.2021 - 05.2023
Solutions Specialist
Verizon Wireless
08.2020 - 05.2021
Supervisor
Zelo
03.2019 - 07.2020
Military Police
US Army National Guard
01.2013 - 01.2020
Bachelor of Science - Cyber Security
SNHU