JACOB LEE
Rochester,NY
Summary
Self-motivated, organized, and dependable person successful at managing multiple priorities with a positive attitude. Seeking a position that will allow me to grow my career within the IT industry. Competent [Job Title] well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
9
9
years of professional experience
Work History
HELP DESK SUPPORT SPECIALIST
- Considered an expert within my role as I consistently demonstrate technical expertise on all products and instruct customers on best practice for a range of medical, Microsoft and 3rd party application products
- Manages permissions for various systems
- Provide detailed documentation for complex resolutions to issues for future reference for other team members
- Collaborate with different teams to find solutions for complex issues
- Communicate with upper management and provide information pertaining to SLAs
- Communicates with multiple customers and manage several issues at one time
- Follows protocols for business and after hours
- Demonstrates advanced PC and Windows knowledge as well as LAN/WAN technology
- Exhibits the ability to “Learn on the Fly”
- Perform upgrades and installations.
TECHNICAL PRODUCT ZONE SPECIALIST
APPLE INC
01.2022 - Current
- Considered an expert within my role as I consistently demonstrate technical expertise on all products and instruct customers on best practice for a range of apple products
- Assess customer needs and provide potential solutions that matched the right product for the customer which increased sales and created loyal customers
- Provide basic end user support for taking customers through software setup, settings, and reconfiguration
- Provide technical expertise to resolve technical problems and issues
- 97% customer satisfaction (NPS)
- Mentored and trained new specialists assisting them with technical issues and customer requests
- Develop positive customer relationships by problem solving and addressing and resolving complaints.
FOOD MARKET
DAIRY CUSTOMER SERVICE, WEGMAN'S
01.2019 - 01.2022
- Created relationships with customers often recommending products
- Trained new employees in company policies and procedures specific to the department
- Combination lock solver using C a Dragonboard12 and motors to control the dial and pull up to release the lock
- Configured and deployed a music server hosted on a raspberry pi.
DATA ENTRY CLERK
UNIVERSITY OF ROCHESTER MEDICAL CENTER
01.2015 - 01.2018
- Reviewed and verified medical procedure logs for billable time
- Supervised the conversion of billing software to a centralized program which saved significant amounts of time
- Generated complex procedure reports in a timely manner to enable a regular audit of billable hours
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies
- Completed data entry tasks with accuracy and efficiency
- Worked on projects such as develop policies and procedures in compliance with company standards for billing entries
- Preserved customer confidence and protected operations by keeping information confidential.
- Configured hardware and granted system permissions to new employees
- Patched software and installed new versions to eliminate security problems and protect data
- Walked user through series of steps to determine problem and implement likely solution
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group
- Oversaw installations of new technology and new personnel training
- Provided support for network infrastructure and baseline configurations
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Monitored system performance to identify potential issues
Education
Associates - Computer Science
Monroe Community College
2023
obtaining 200-301 certification HOBBIES Constructed home lab virtual machines Setting up sub network -
None
Skills
- Java, network fundamentals
- Familiar: C
- Linux
- Apple products
- Windows
- Communication
- Time management and Planning
- Adaptable and Flexible
- Java network fundamentals
- Help Desk Software
- Attention to Detail
- ITIL Knowledge
- Adaptability
- Operating Systems
- Customer Service
Timeline
TECHNICAL PRODUCT ZONE SPECIALIST
APPLE INC
01.2022 - Current
FOOD MARKET
DAIRY CUSTOMER SERVICE, WEGMAN'S
01.2019 - 01.2022
DATA ENTRY CLERK
UNIVERSITY OF ROCHESTER MEDICAL CENTER
01.2015 - 01.2018
HELP DESK SUPPORT SPECIALIST
Associates - Computer Science
Monroe Community College
obtaining 200-301 certification HOBBIES Constructed home lab virtual machines Setting up sub network -
None
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