Summary
Overview
Work History
Education
Skills
Quote
Work Availability
Languages
Timeline
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Jacob Latiolais

St Martinville,Louisiana

Summary

Dynamic professional with extensive experience at CGI Federal, excelling in quality assurance and IT support. Proven track record in enhancing customer satisfaction through effective problem resolution and conflict management. Skilled in asset management and system diagnostics, driving operational efficiency and safety compliance. Committed to delivering exceptional service and technical expertise.

Overview

6
6
years of professional experience

Work History

Inspector Coordinator

CGI Federal
07.2022 - 02.2025
  • Improved quality assurance procedures to minimize errors and increase effectiveness of inspections.
  • Prepared reports detailing findings of inspections, investigations, and tests.
  • Identified repair and upgrade requirements needed to meet safety and quality standards.
  • Scheduled detailed building structure inspections to identify and resolve potential risks.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

IT Help Desk Agent

CGI Federal
07.2019 - 07.2022
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.
  • Offered assistance in implementing and developing training programs.
  • Installed, configured and maintained computer systems and network connections.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Tested new software and hardware prior to deployment.

Education

Associate of Applied Science - Information Technology

South Louisiana Community College
12-2018

Skills

  • Asset management

  • Problem resolution

  • Security protocols

  • Wireless networking

  • Remote support

  • Software updates

  • Virus removal

  • Ticket management

  • Application support

  • Active directory

  • Printer setup

  • Hardware configuration

  • Incident reporting

  • Virtualization technologies

  • Software diagnosis

  • System diagnostics

  • Network diagnostics

  • Videoconferencing

  • Call recordkeeping

  • Incident tracking

  • Performance testing

  • Information protection

  • Analytical thinking

  • Hardware and peripherals

  • Active listening

  • Issue escalation

  • Product troubleshooting

  • Application installations

  • TCP/IP

  • Systems analysis

  • System administration

  • Technical issues analysis

  • Needs assessment

  • Call center operations

  • Data entry

  • Decision-making

  • Issue troubleshooting

  • Customer service

  • Ticket support system management

  • Hardware troubleshooting

  • Mac systems

  • Customer success management

  • Verbal and written communication

  • Operating systems

  • Technical support

  • Microsoft outlook

  • LAN/WAN

  • MS office proficiency

  • Wide-area networks

  • Technical documents comprehension

  • Complaint resolution

  • Customer service expert

  • User guidance

  • DHCP/DNS ethernet and firewall proficient

  • Network configuration

  • Access issue resolution

  • Product training

  • Windows 10

  • Technical troubleshooting

  • Account management

  • Software installation

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native or Bilingual

Timeline

Inspector Coordinator

CGI Federal
07.2022 - 02.2025

IT Help Desk Agent

CGI Federal
07.2019 - 07.2022

Associate of Applied Science - Information Technology

South Louisiana Community College

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