Jarrett Rivers
Sauk Village,IL
Summary
Dedicated Help Desk Analyst with 14 years of experience in resolving complex technical issues and managing software licenses. Expertise in troubleshooting hardware and software, providing efficient remote support for email services, and maintaining accurate inventory assets. Proven track record of enhancing operational efficiency and boosting customer satisfaction through strategic problem-solving and exceptional technical support. Committed to leveraging extensive knowledge and skills to drive continuous improvement in IT service delivery.
Overview
14
14
years of professional experience
4
4
Certification
Work History
Field Technician
Barrister Global Services Network
Chicago, IL
01.2021 - Current
- Diagnose and repair Dell and Lenovo hardware faults, ensuring efficient resolution and operational continuity.
- Install and configure hardware components, optimizing functionality and usability for end-users.
- Conduct post-installation testing and document maintenance procedures, facilitating clear communication with users and IT staff.
- Conducted equipment installations and system upgrades at client locations.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
Remote Customer Service Representative
Arise Platform
Remote
02.2023 - 09.2024
- Resolved client inquiries related to tax preparation software and account management, enhancing customer satisfaction.
- Delivered technical troubleshooting and step-by-step guidance, facilitating software installation, navigation, and error resolution.
- Maintained high customer satisfaction scores through empathetic communication and effective problem-solving.
- Utilized remote support tools and CRM platforms to document interactions and escalate complex cases while ensuring compliance with data security standards.
Technical Support Specialist
Aging Well Assn
Chicago, IL
01.2022 - Current
- Provide technical support and troubleshooting for hardware, software, and network issues to maintain operational efficiency.
- Install, configure, and maintain computer systems, peripherals, and audio-visual equipment to ensure reliable performance.
- Collaborate with teams to assess and support audio-visual requirements for meetings and events, enhancing communication and presentation quality.
- Manage audio-visual equipment inventory and conduct staff training sessions to promote effective use and ensure consistent support services.
- Developed user manuals and documentation, enhancing self-service capabilities for clients.
- Conducted training sessions for staff on new technologies, improving team proficiency and confidence.
- Led initiatives to streamline support processes, resulting in faster resolution times and improved outcomes.
- Recorded and maintained relevant notes for each client and work order.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Freelancer
JRTechy
Chicago, IL
01.2014 - Current
- Deliver web development services with a focus on improving website functionality and design to align with client expectations.
- Create comprehensive database models and intuitive graphical user interfaces, supported by detailed documentation.
- Develop user interactions, server, and database functionalities, including customized e-commerce solutions, as a Full Stack Developer.
- Collaborated with clients to define project scopes and deliverables, ensuring alignment with business objectives.
- Established long-term client relationships through exceptional service and proactive problem-solving approaches.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Strengthened client relationships with consistent communication and timely project updates.
Lab Assistant
Chicago State University
Chicago, IL
01.2012 - 01.2014
- Managed classroom operations and maintained computer lab equipment and software, ensuring smooth functionality for faculty and students.
- Facilitated student understanding of C++ programming by offering targeted support and guidance on assignments, accommodating diverse skill levels.
Education
Bachelor of Science - Computer Science
Chicago State University
Chicago, IL01.2017
Skills
- Troubleshooting and Problem-Solving
- Remote Customer Service and Technical Support
- Hardware and Software Installation and Configuration
- Remote Desktop Support
- CRM and Case Management Systems
- Database Design
- Operating System Installation and Configuration
- Linux
- Mobile Device Management
- Firewall and Security Management
- MS Visual Studio
- Microsoft Suite of Applications (Word, Excel, PowerPoint)
- Powershell
- Active Directory
- Group Policy
- DNS
- DHCP
- Customer Service
- Communication Skills
- Organizational Skills
Certification
- Dell and Lenovo Process, Barrister, 2025-03-01
- Security +, CompTIA, 2025-01-25, 2025-01-28
- Network +, CompTIA, 2024-11-01, 2024-11-28
- A+, CompTIA, 2024-09-01, 2024-09-28
Timeline
Remote Customer Service Representative
Arise Platform
02.2023 - 09.2024
Technical Support Specialist
Aging Well Assn
01.2022 - Current
Field Technician
Barrister Global Services Network
01.2021 - Current
Freelancer
JRTechy
01.2014 - Current
Lab Assistant
Chicago State University
01.2012 - 01.2014
Bachelor of Science - Computer Science
Chicago State University