Jason Burns
Kingwood,Texas
Summary
Dynamic Tech Triage Support Specialist at Allstate with a proven track record in technical troubleshooting and customer service. Expert in online collaboration tools, I led training sessions that enhanced agent efficiency and reduced onboarding time. Adept at cross-functional coordination, I consistently ensured minimal user downtime while resolving complex technical issues.
Overview
7
7
years of professional experience
Work History
Tech Triage Support Specialist (Remote)
Allstate
Houston, Texas
10.2024 - Current
- Provided Tier 1 and Tier 2 technical support remotely for Allstate branches nationwide, including Direct Auto and temporary teams, assisting hundreds of users across various systems.
- Led virtual training sessions and supported the implementation of new call center software, improving agent efficiency, and reducing onboarding time.
- Diagnosed and resolved issues involving VPN access, Citrix environments, Digital Virtual Desktop (DVD), call systems, hardware, software, and peripheral devices.
- Ensured fast resolution of technical incidents in a remote setting, minimizing user downtime, and maintaining service continuity.
- Participated in weekly remote team syncs to coordinate project planning, share updates, and align on IT support initiatives.
- Created and maintained internal documentation to streamline support processes, and contribute to ongoing IT improvement efforts.
Licensed Insurance Agent (Remote)
Allstate
Houston, Texas
10.2024 - Current
- Licensed Property & Casualty insurance agent authorized to sell home, auto, renters, boat, umbrella, and other P&C products across all 50 states, and Washington, D.C.
- Delivered personalized insurance solutions to prospective clients through inbound and outbound calls, with a focus on consultative selling and policy education.
- Consistently met or exceeded sales targets in a high-volume, fast-paced remote environment, while maintaining compliance with industry regulations and Allstate standards.
- Used digital platforms and CRM tools to manage leads, track policy quotes, and ensure timely follow-ups with prospective customers.
- Educated clients on policy coverage, bundling options, and state-specific regulations to ensure proper protection, and maximize value.
- Collaborated with team members and leadership to improve remote sales workflows, enhance customer experience, and identify upselling opportunities.
Business Development Manager
Kicks Avenue LLC
Houston, Texas
08.2018 - Current
- Collaborated with cross-functional teams to create targeted marketing materials for specific industries or clients.
- Identified new business opportunities and developed strategies to enter new markets.
- Analyzed sales data regularly to monitor performance metrics and adjust strategies as needed.
- Acquired consistent new business with well-formulated and executed strategies based on market expertise.
- Conducted market research to identify industry trends and competitor strengths and weaknesses.
- Cultivated strong professional connections utilizing client visits, on-site presentations and trade shows.
- Tracked market trends using strong network of contacts in various business service lines.
- Developed solid relationships with industry partners, furthering business development objectives through multiple channels.
- Trained sales team members on effective selling techniques, product knowledge, and territory management.
- Oversaw clerical staff, directing and monitoring sales activities.
- Grew revenue with profitable pricing structures and strategic discount plans.
Sortation and Fulfillment Center Associate
Amazon
Houston, Texas
10.2021 - 12.2023
- Helped keep inventory records accurate with regular cycle counting and audits.
- Avoided errors by precisely following work orders and tickets.
- Walked over 6 miles per day handling 75000+ different products.
- Operated various equipment, such as pallet and electric jacks, to move items throughout warehouse.
- Assisted with training new team members on proper stowing techniques and safety protocols.
- Participated in routine meetings focusing on warehouse operations, productivity improvements, and metrics tracking.
- Utilized warehouse management system software to locate items quickly within storage areas.
- Scanned products with handheld devices to update system records and maintain accurate tracking.
- Customized packaging and padding options based on specific item shapes and materials.
- Worked closely with team members to process shipments and unload incoming trucks.
- Prepared boxes, invoices and insertions for order fulfillment lines.
- Worked in production environment, meeting fulfillment goals.
Sales Associate
Finish Line
Houston, Texas
06.2018 - 04.2020
- Educated customers about different styles, brands and fits to help each obtain optimal shoes.
- Stocked shelves and maintained appealing shoe displays to attract potential buyers.
- Greeted customers upon their arrival and assisted them in finding right shoe styles.
- Verified prices and sales promotions to answer customer questions and drive sales.
- Created world-class customer experiences through energetic customer service and engagement.
- Resolved customer complaints professionally, ensuring their satisfaction with our service.
- Responded promptly to phone inquiries from potential clients regarding product availability or pricing details.
- Worked closely with management to develop promotional strategies for slow-moving items or seasonal sales events.
- Processed returns and exchanges in line with store policies, maintaining accurate records of transactions.
- Conducted inventory checks regularly to monitor available stock levels.
- Collaborated with fellow sales associates to achieve daily and monthly sales goals.
- Assisted with visual merchandising tasks like creating window displays or rearranging store layouts based on seasonal changes or promotions.
- Verified shift sales with cash count and drawer balancing.
- Overcame customer objections using product demonstrations.
Education
Associate's Degree - Applied Science: Emergency Management
Lone Star College University Park
Houston, TX06.2026
Diploma -
Klein Forest High School
Klein, TX06.2018
Skills
- Online Collaboration Tools
- Organizational Skills
- Fast Typing Speed
- Microsoft Office Expertise
- Cross-functional Coordination
- Inventory Control
- Logistics Oversight
- Business Development
- Technical support
- Customer service
- Project management
- Team collaboration
- Technical solution analysis
- Support services
- Network troubleshooting
- Operating systems
- Technical background
- Technical assistance
- Training and coaching
- Troubleshooting and Diagnostics
- Technical troubleshooting
Languages
English, Tagalog, Spanish
Timeline
Tech Triage Support Specialist (Remote)
Allstate
10.2024 - Current
Licensed Insurance Agent (Remote)
Allstate
10.2024 - Current
Sortation and Fulfillment Center Associate
Amazon
10.2021 - 12.2023
Business Development Manager
Kicks Avenue LLC
08.2018 - Current
Sales Associate
Finish Line
06.2018 - 04.2020
Associate's Degree - Applied Science: Emergency Management
Lone Star College University Park
Diploma -
Klein Forest High School