Jacob Robinson
Commerce City,CO
Summary
Dynamic IT Support professional at NTT DATA Services, adept at resolving technical issues and enhancing customer satisfaction. Proven ability to reduce resolution time by 30% while managing over 100+ requests weekly. Skilled in software and hardware support, with strong communication and problem-solving abilities to drive team success.
Overview
7
7
years of professional experience
Work History
IT Support
NTT DATA Services
06.2021 - Current
- Managed 100+ technical requests per week, reducing resolution time by 30%.
- Played a key role in developing and maintaining technical documentation and standard operating procedures, improving team resolution consistency.
- Supported the implementation of new solutions or applications.
- Established accounts for new users and assisted with password or login problems.
- Analyzed records and logs to spot underlying trends and potential issues.
Customer Experience Specialist
Speedway LLC
01.2021 - 05.2021
- Assisted 50+ customers daily, retaining loyalty and high satisfaction scores.
- Managed complaints and implemented strategies for improving the customer experience.
Professional Cleaner
Cleaning Ninjas
08.2020 - 12.2020
- Managed and cleaned residential spaces with careful attention to detail.
- Played a key role in delivering spotless, sanitary, and welcoming environments for clients.
Advisor I
NELNET STUDENT LOANS
11.2018 - 06.2019
- Supported 100+ borrowers per day with account inquiries, payments, financial aid, and related issues.
- Contributed to team initiatives aimed at reducing call handle time while improving customer satisfaction.
Education
High School Diploma -
Lincoln Southwest High School
Lincoln, NE05.2016
Skills
- Technical support: software, hardware, VPN, DNS, Linux, Mac OS, Windows, and mobile device management
- General: communication, problem-solving, organizational skills, customer service, problem-solving, remote work proficiency
- Tools: Microsoft Office, ServiceNow, Active Directory, Amazon Workspace, Jump Host, SailPoint, and Tableau
Additional Skills
- General: Communication, interpersonal skills, adaptability
- Technical: Remote access, VPN, DNS, Linux, Mac OS, Active Directory, Windows
- Other: Cleaning, sales, purchasing, team leadership, mentoring, problem-solving
Timeline
IT Support
NTT DATA Services
06.2021 - Current
Customer Experience Specialist
Speedway LLC
01.2021 - 05.2021
Professional Cleaner
Cleaning Ninjas
08.2020 - 12.2020
Advisor I
NELNET STUDENT LOANS
11.2018 - 06.2019
High School Diploma -
Lincoln Southwest High School
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