Jarod Frye
Athens,GA
Summary
Talented IT Support Associate with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
IT Support Associate II
Amazon
Pendergrass, Georgia
5 2021 - 05.2024
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Supported company growth through strategic planning of IT infrastructure expansions aligned with organizational objectives.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted in development of IT policies, procedures, and best practices to maintain secure computing environment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Tested new software and hardware prior to deployment.
- Improved productivity within Amazon by providing comprehensive training on new software applications.
- Implemented remote support tools to expedite issue resolution and reduce need for in-person assistance.
- Monitored system performance to identify potential issues.
- Participated in building of new Amazon Warehouses up to and including server management, cable wiring, and configuration of about 30 robotics stations per day
Senior IT Support
Borough of Madison
Madison,, NJ
02.2015 - 04.2021
- Installed and setup local and map network printers
- Supervised and participated in setting up Online Video Conferences with software such as Cisco WebEx, and Microsoft Lync
- Created backup of data for users on Backup server and managed the distribution of backups
- Handling Domains (Adding Add / Remove Domain / Domain Controllers, Trusts Administration, Sites And Subnets Administration Site Links Administration.) Handled Deployment of Windows 7 OS, via Microsoft Deployment Tool
- Deployed Laptops and Tablets for Fire and Police Department MDTS along with Network Maintenance and software deployment
- Handled Deployment of New Servers and replacement servers
- Handling Domains (Adding Add / Remove Domain / Domain Controllers, Trusts Administration, Sites And Subnets Administration Site Links Administration.) VPN administration for users accessing the network through different ISP's
- Keeping tabs of old or decommissioned user machines Via Remedy Asset Management
- Provided remote support via Logmein Rescue, using Spiceworks and Vue works Ticketing system
- Managed and created Group Policy for certain department needs, based on settings required for certain programs and access to resources users could use
- Managed Active Directory, created users and Groups for AD depending on location and users in each department
- Managed shared folders for all users in these department as well
- Traveled to different cities such as Berkeley Heights and Summit to assist in hardware deployment for servers, desktops, laptops, and phones
- Phone and Video Support for users for various technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Communicated with clients to verify roots and causes of computer problems.
- Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.
- Evaluated emerging technologies and recommended strategic investments that aligned with organizational goals while providing long-term value for the company.
IT Help Desk Technician
AIG
09.2011 - 12.2014
- Assisted in system migrations, ensuring minimal downtime and smooth transition for all users involved.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Assisted with deployment of Windows 7 and 10 machines for nearly 400 users.
Junior Network Administrator, Internship
The Gramon School
01.2004 - 01.2007
- Performed imaging and reimaging of laptops and desktops for users as well as asset management duties
- Troubleshot, supported, configured, and maintained PC hardware, printers, and PC peripherals
- Refreshed users with new PC's when are scheduled to receive new and/or different PC
- Assisting younger students with Microsoft office Programs such as Word, Outlook, and PowerPoint
- Assisted in installing new desktop systems for new employees, and/or students
- Created user accounts and permissions.
Education
High School Diploma -
The Gramon School
Fairfield, NJ 01.2004 - 05.2007
Skills
Software Installation
VoIP Systems
Virtualization Technologies
Network Troubleshooting
Hardware Configuration
Desktop support
Remote Technical Support
A Certification
Desktop Deployment
Remote Desktop Support
Windows 10
VoIP Installation
Assessments
- Technical support, Proficient, July 2020
- Software developer fit, Proficient, July 2020
- Work motivation, Proficient, September 2020
- Customer service, Proficient, October 2020
- Analyzing data, Proficient, March 2021
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
Java Foundations, Southern New Hampshire University - October 2023
Timeline
Java Foundations, Southern New Hampshire University - October 2023
10-2023
A+ Certification - 2021
09-2021
Senior IT Support
Borough of Madison
02.2015 - 04.2021
IT Help Desk Technician
AIG
09.2011 - 12.2014
Junior Network Administrator, Internship
The Gramon School
01.2004 - 01.2007
High School Diploma -
The Gramon School
01.2004 - 05.2007
IT Support Associate II
Amazon
5 2021 - 05.2024