James Pederson
Bartlesville,OK
Summary
Dynamic technical support professional with extensive experience in team leadership and innovative problem-solving. Proven track record of enhancing support processes and achieving exceptional results through effective collaboration and adaptability to evolving challenges. Strong troubleshooting skills complement a commitment to fostering a collaborative work environment that empowers teams to excel. Dedicated to driving continuous improvement and delivering outstanding customer satisfaction.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Tech Support Team Lead/Project Manager
Diversified Systems Resources
04.2018 - Current
- Configure and troubleshoot broadband modems.
- Configure and troubleshoot VPN routers.
- Manage Tech Support Team and distribute workload.
- Manage large projects to ensure broadband orders are installed in timely manner.
- Create reports and hold executive meetings to review broadband orders.
- Led technical support team to resolve complex customer issues efficiently.
- Developed and implemented best practices for troubleshooting software and hardware problems.
- Mentored junior technicians, enhancing their problem-solving skills and customer service effectiveness.
- Streamlined support processes, reducing average resolution time and improving customer satisfaction rates.
Journeyman Plumber
Daigle Plumbing
08.2015 - 01.2017
- Run various service calls commercial and residential
- Rough-in, top-out, and set fixtures for bathroom and kitchen remodels
Shop Manager/Journeyman Plumber
Mason’s Plumbing
04.2003 - 08.2015
- Was Shop Manager for 8 years.
- Troubleshoot and fix all aspects of plumbing.
- Use camera to locate drain lines
- Locate and fix drain and water leaks in slab
- Read blueprints and order necessary parts for remodels and new construction.
Education
Computer Repair and Network Support -
Tulsa Tech
Owasso, OK12.2017
Skills
- Shop Manager/Plumber for a plumbing company that was voted #1 11 of 13 years employed
- Tech Support Team Lead for a broadband aggregation company for 35 years
- Project Manger for a broadband aggregation company
- Ability to work without direct supervision
- Skilled at working as part of a team
- Proven ability to manage employees and delegate tasks to complete large scale jobs
- Network troubleshooting
- Remote support
- Ticketing system expertise
- Customer support management
Affiliations
Skills USA, Class Officer
Certification
- Microsoft Technology Associate Security Fundamentals
- Microsoft Technology Associate Networking Fundamentals
- Microsoft Technology Associate Windows Operating Systems Fundamentals
- Testout Security Pro
- Testout Network Pro
- Cisco IT Essentials
- State of Oklahoma Work Keys Career Readiness – Platinum Level
- 10 Hour OSHA Safety Course
- State of Oklahoma Journeyman Plumber License
Timeline
Tech Support Team Lead/Project Manager
Diversified Systems Resources
04.2018 - Current
Journeyman Plumber
Daigle Plumbing
08.2015 - 01.2017
Shop Manager/Journeyman Plumber
Mason’s Plumbing
04.2003 - 08.2015
Computer Repair and Network Support -
Tulsa Tech