Jarvis Bethea
Marietta,GA
Summary
Proven Technical Support Specialist with a track record of enhancing customer satisfaction and streamlining operations at ServIT. Expert in Remote Technical Support and adept at leading training programs, significantly improving team productivity. Skilled in software installation and troubleshooting across Windows, Mac, and Citrix platforms, with a focus on achieving tangible results.
I have experience in management and training new hires at Prologic ITS
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 1/Tier 2 Technical Support Specialist
ServIT
05.2021 - Current
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- ServIT is a MSP where we are contracted with different companies
- One of the contracts I work with is the furnishing company called SHAW
- Experience with Bomgar, N-Able and
Team Lead/Trainer/Technician
Prologic ITS
07.2020 - Current
- Collaborated with management to identify skill gaps and create targeted training initiatives.
- Developed comprehensive training programs for new hires, resulting in improved productivity and job satisfaction.
- Monitored team performance metrics and adjusted training plans accordingly to maximize results.
- Maintained updated records regarding trainee''s progress, attendance, and feedback to enhance the effectiveness of training programs.
- Tier 1 IT Technician
Education
Associate of Applied Science - Cyber Security
Chattahoochee Technical College
Marietta, GA05.2024
Skills
- Remote Technical Support
- Customer Support
- Remote Desktop Support
- Software Installation
- Understanding of Windows, Mac, and Citrix
Certification
NT41-Network Technician Cert
S81-Cybersecurity Cert
Timeline
Tier 1/Tier 2 Technical Support Specialist
ServIT
05.2021 - Current
Team Lead/Trainer/Technician
Prologic ITS
07.2020 - Current
Associate of Applied Science - Cyber Security
Chattahoochee Technical College
NT41-Network Technician Cert
S81-Cybersecurity Cert
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