Summary
Overview
Work History
Education
Additional Information
Timeline
Generic

Jarrod W. Mowatt

Summary

Proactive manager with demonstrated employee recruitment abilities, leadership abilities, strategic planning expertise and problem-solving acumen.

Overview

15
15
years of professional experience

Work History

Associate Manager

Symantec Corporation
07.2012 - 06.2018
  • Recruited, interviewed, and hired over 40 new employees
  • Implemented mentoring programs to promote positive feedback and engagement.
  • Managed various support teams of up to 25 members
  • Managed Performance and Pay Review cycles annually
  • Facilitated the re-introduction of a live call transfer system for all of global technical support
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

TSE, Principal TSE, Team Lead

Symantec Corporation
10.2006 - 07.2012
  • Supported Ghost Solution Suite, pcAnywhere, Backup Exec System Recovery, and Deployment Solution
  • Monitoring and reviewing of Tier 1 cases
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Created public facing knowledge base articles
  • Handled customer escalations
  • Mentored team members to enhance professional development and accountability in workplace.
  • Acted as liaison between Engineering and Technical Support
  • Led knowledge sharing calls
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Created and delivered training for existing employees and new hires
  • Traveled to Chennai, India to train the first outsourced support team
  • Acted as new hire mentor

Owner

Eugene Computer Solutions, LLC
01.2011 - 12.2013
  • Performed over 200 house calls for small business customers and home customers
  • Consulted with customers to assess needs and propose optimal solutions.
  • Interacted well with customers to build connections and nurture relationships
  • Prepared bank deposits and handled business sales, returns and transaction reports
  • New PC setups
  • Diagnose/repair software and hardware issues
  • Provided training and step-by-step documentation for non-technical customers
  • Virus/spyware/malware removal

Helpdesk Technician

Monaco Coach Corporation
06.2003 - 05.2006
  • One of four employees providing direct, hands on service to 200+ employees at Monaco's corporate headquarters in Coburg and Harrisburg, OR
  • Responsible for maintaining and upgrading 15+ models of Dell laptops and desktops, telephone switches, CNC machinery, and multi-function copy machines
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • End-user training
  • Creation of company published knowledge base articles

Call Center Specialist

Monaco Coach Corporation
06.2003 - 06.2004
  • Delivered exceptional customer service as the first point of contact to all level employees by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Troubleshooting hardware, software, and network malfunctions
  • Acted as a liaison between all groups within IT
  • Kept employees informed about the status of their requests
  • Received multiple positive reviews acknowledging dedication to excellent customer service.

Education

Bachelor of Arts Degree -

East Central University
Ada
05.2002

Service Strategies -

Certified Support Manager
2013

Rapport Leadership International -

Leadership Breakthrough One
07.2014

Additional Information

Applicant Tracking System experience:


  • Workday
  • Teamtailor
  • Lever

Timeline

Associate Manager

Symantec Corporation
07.2012 - 06.2018

Owner

Eugene Computer Solutions, LLC
01.2011 - 12.2013

TSE, Principal TSE, Team Lead

Symantec Corporation
10.2006 - 07.2012

Helpdesk Technician

Monaco Coach Corporation
06.2003 - 05.2006

Call Center Specialist

Monaco Coach Corporation
06.2003 - 06.2004

Bachelor of Arts Degree -

East Central University

Service Strategies -

Certified Support Manager

Rapport Leadership International -

Leadership Breakthrough One

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Jarrod W. Mowatt