Jake Spilman
New City,NY
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Associate II
Refuah Health Center
09.2021 - Current
- Developed clear documentation for IT procedures, contributing to improved knowledge sharing within the department.
- Streamlined help desk processes for quicker response times to support requests.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Delivered comprehensive software training sessions to boost user proficiency and adoption rates.
IT Clerk
Refuah Health Center
06.2018 - 08.2019
- Managed inventory of IT equipment and supplies, maintaining an organized workspace and minimizing loss or damage to critical resources.
- Troubleshot hardware issues effectively, expediting repairs and reducing equipment downtime for endusers.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
Education
Associate In Computer Sciences - Computer And Information Sciences
Rockland Community College
Suffern, NY05.2022
Skills
- Customer service and education
- Problem-solving
- Attention to detail
- Highly professional
- Application installation
- Product troubleshooting
- Hardware diagnostics
- Technical troubleshooting
- Remote technical Support
- Ticket management
Certification
- TestOut Client Pro Certification
Configuring, managing, and troubleshooting Windows 10 desktops in an enterprise environment.
- COMPTIA A+
Programs
- Microsoft Office suite: Excel, Word, Power Point, Outlook, Access, Teams.
- Google suite: Gmail, Drive, Docs, Sheets.
- Zoom and Five9 for phone system and call management,
- ConnectWise, Salesforce
- Active Directory, Intune
Timeline
Help Desk Associate II
Refuah Health Center
09.2021 - Current
IT Clerk
Refuah Health Center
06.2018 - 08.2019
Associate In Computer Sciences - Computer And Information Sciences
Rockland Community College