Jacob Merrill
Santaquin,UT
Summary
Detail-oriented Technical Support Representative with strong skills in technical troubleshooting, SQL database management, and remote desktop support. Proven ability to resolve complex issues efficiently, ensuring high customer satisfaction and effective problem-solving.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
WorkMax
Payson, Utah
07.2024 - Current
- Managed customer inquiries via phone, email, and live chat support.
- Diagnosed technical issues and delivered effective solutions to clients.
- Documented support interactions in customer relationship management system for future reference.
- Collaborated with team members to resolve complex technical challenges efficiently.
- Educated customers on product features and optimal usage practices to enhance satisfaction.
- Trained new representatives on support procedures and tools to ensure service consistency.
- Escalated unresolved issues to senior technical staff for advanced troubleshooting.
- Provided remote technical assistance using screen sharing and control tools for prompt resolution.
- Worked with SQL and databases.
- I was an account manager for some clients.
- I worked with Salesforce for our ticketing system.
- Worked with Outlook.
- Worked with Teams and Azure DevOps for bug tickets for communication.
Support Technician
Studies Weekly
Orem, Utah
10.2023 - 07.2024
- Assisted users with troubleshooting issues related to online learning platforms.
- Provided technical support for educational software used in classrooms.
- Documented and reported system bugs to improve software functionality.
- Collaborated with team members to resolve technical inquiries efficiently.
- Maintained knowledge of updates and changes in educational technology tools.
- Monitored service requests to ensure timely responses and resolutions.
- Educated customers about available products and services that may enhance their computing experience.
- Configured user accounts, passwords, file permissions, and email accounts as needed for client use.
- Worked with Zendesk as our ticketing system.
- Worked with Slack for team communication.
- Worked with Jira for bug ticket communication and knowledge.
CNA
Elk Ridge Assisted living
Elk Ridge, Utah
03.2021 - 10.2023
- Provided compassionate care to residents, assisting with daily living activities.
- Monitored vital signs and reported changes to nursing staff promptly.
- Assisted residents with mobility, ensuring safety and comfort during transfers.
- Maintained cleanliness and organization of resident rooms and common areas.
- Documented patient information accurately in electronic health records systems.
- Educated residents on health practices, promoting wellness and independence.
- Supported recreational activities, enhancing social engagement among residents.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Answered patient call lights promptly and responded to requests appropriately.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Monitored food intake and output as directed by nursing staff.
- Transported residents within the facility as needed.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
Education
High School Diploma -
Land Mark Highschool
Spanish Fork, UT05-2020
Skills
- Technical troubleshooting
- Customer relationship management
- SQL database management
- Remote desktop support
- Ticketing system management
- Product training
- Bug tracking systems
- Problem solving
- Hardware troubleshooting
- System diagnostics
- Performance testing
- Network diagnostics
- Analytical thinking
- Microsoft Outlook proficiency
- Information protection strategies
- Remote support services
- Script adherence practices
- Issue resolution techniques
- Access issue resolution
- Appointment scheduling skills
- Product knowledge expertise
- Call center operations management
- Issue escalation processes
- Hardware diagnostics expertise
- Software installation skills
- System administration proficiency
- Account management strategies
- DHCP, DNS, and firewall expertise
References
References available upon request.
Timeline
Technical Support Representative
WorkMax
07.2024 - Current
Support Technician
Studies Weekly
10.2023 - 07.2024
CNA
Elk Ridge Assisted living
03.2021 - 10.2023
High School Diploma -
Land Mark Highschool