JALEN HOLLINS
Portsmouth,VA
Summary
Results-driven Information Technology professional with over 5 years of experience in IT and cybersecurity, complemented by an active Secret Security clearance. Proven track record in problem-solving and adept at navigating challenges as a military contractor. Eager to leverage technical skills and commitment to continuous learning in a dynamic IT role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Ferguson
Newport News, VA
12.2023 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
IT Service Desk Analyst
SAIC
Norfolk, VA
01.2023 - 12.2023
- Operate as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications to support users at multiple CONUS and OCONUS sites
- Troubleshoot network connectivity issues, working with remote employees on a corporate network
- Maintain detailed notes of the problem the user is experiencing and determine steps to resolve the issue
- Manage the flow of incoming support requests
- Escalate complex problem to higher level IT support specialists as needed
- Remotely access user's computer and make changes to their system and settings.
IT Support Services/Help Desk Associate I
DOLLAR TREE INC.
Chesapeake, VA
07.2022 - 11.2022
- Maintained an expert working level of knowledge for the in-store network systems, components, and the associated equipment affecting store operation
- This includes but is not limited to: internet equipment, switches, registers, register peripherals, pcs', wireless equipment and cabling
- Documented all customer inquiries and their resolutions in the IT service management application according to standard practice
- Cultivated an expansive knowledge of relevant product offerings, current support policies, and methods of support delivery
- Oversaw, monitored, troubleshot, configured, and upgraded in-store systems
- Identified and investigated potential in-store system failure, frequent customer issues and unusual calling events for the purpose of developing new policies and procedures
- Assisted with software product evaluation, including installation, testing, technical support, and training.
Inventory/Product Flow Specialist
BEST BUY
Chesapeake, VA
07.2020 - 07.2022
- Prioritized and organized tasks to efficiently accomplish service goals
- Coordinated inventory, stocking, and ordering
- Trained newly hired employees on appropriate methods for performing job duties to accomplish service goals
- Demonstrated leadership by making improvements to work processes and helping to train others
- Improved operations by working with team members and customers to find workable solutions.
Assistant Front Desk Manager
WORKOUT ANYTIME
Smithfield, VA
07.2018 - 07.2020
- Managed guest check-in and check-out procedures, reservations, and payments
- Handled payment processing and provided customers with receipts and proper bills and change
- Trained, managed, and motivated employees to promote professional skill development.
Education
CompTIA Security+ Course -
Virginia Beach, VA02.2023
Associate of Science: Information Technology -
Virginia Beach, VASkills
- Microsoft Suite
- Microsoft 365
- Adobe Reader
- Google Drive
- Windows OS
- Linux OS
- Mac OS
- DoD 8570 IAT Level I
- First-Tier Technical Support
- Second-Tier Technical Support
- ServiceNow ITSM
- ActivClient
- HP Service Manager
- Mobile Devices
- NIPR & SIPR
- NNPI
- Data Recovery
- User Support
- US Navy IT Support
- Cloud Computing
- Internet Protocol (DHCP, SMTP, etc)
- Hardware Troubleshooting
- Software Troubleshooting
- Software Installation & Upgrades
- AT&T Reporting and Management Tool
- Application Support
- Software Installation
- Customer Service
- Technical Support
- Information Protection
- Exchange Administration
- Technical Documents Comprehension
- LAN/WAN
- Microsoft Outlook
- Azure Administration
- Azure AD
- Exchange Troubleshooting
Certification
- Active Secret Security Clearance
- CompTIA Security+ Expected April 2025
- CompTIA A+, 07/2023
Timeline
Technical Support Representative
Ferguson
12.2023 - Current
IT Service Desk Analyst
SAIC
01.2023 - 12.2023
IT Support Services/Help Desk Associate I
DOLLAR TREE INC.
07.2022 - 11.2022
Inventory/Product Flow Specialist
BEST BUY
07.2020 - 07.2022
Assistant Front Desk Manager
WORKOUT ANYTIME
07.2018 - 07.2020
CompTIA Security+ Course -
Associate of Science: Information Technology -
Similar Profiles
Joseph MaereJoseph Maere
Inside Sales Representative at FergusonInside Sales Representative at Ferguson
Kyle BrobstKyle Brobst
Order Picker at FergusonOrder Picker at Ferguson
Sergio BadilloSergio Badillo
Picking Manager at FergusonPicking Manager at Ferguson
Carrie KagelCarrie Kagel
Accounts Payable Coordinator II at FergusonAccounts Payable Coordinator II at Ferguson
Terrell MosesTerrell Moses
Business Development Manager Mid Atlantic Region at Craft and Technical SolutionsBusiness Development Manager Mid Atlantic Region at Craft and Technical Solutions