Jamie Fletcher
New York,NY
Summary
Experienced IT Support Technician with a degree in Computer Science. Proficient in Java, Python, and various IT tools. Skilled in resolving hardware and software issues, documenting solutions, and using SQL for data management. Looking for an opportunity to apply technical skills and provide IT support in a dynamic IT environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Technician
Ferguson Enterprises
03.2021 - Current
- Assisted 20+ customers daily by phone and chat, effectively resolving computer hardware and software issues, printing problems, software installation, word processing challenges, email complications, and operating system issues within an average of 15 minutes.
- Resolved database issues by writing complex SQL scripts to modify values and correct order data increasing business sales.
- Maintained detailed documentation of troubleshooting steps taken to resolve issues, increasing team efficiency and reducing downtime
- Trained and mentored new team members in efficient IT support protocols reducing easing the onboarding process
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues resulting in increased productivity.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution and consistently achieved highest grade in company review cycle process
Education
B.S. in Computer Science -
College of William And Mary
Williamsburg, VA05.2020
Data Science: Machine Learning Career Path - Codecademy
06.2024
The Web Developer Bootcamp - Udemy
06.2024
Skills
- Python
- SQL
- Git
- Windows 11 / Mac OS / Linux
- Active Directory
- ServiceNow ticketing system
- Microsoft Office Word, Excel
- Application support
- Customer Service
- TCP/IP
Websites
Certification
AZ-900
Timeline
IT Support Technician
Ferguson Enterprises
03.2021 - Current
B.S. in Computer Science -
College of William And Mary
Data Science: Machine Learning Career Path - Codecademy
The Web Developer Bootcamp - Udemy