Jason Burns

September 2025 – Present

• Provide enterprise technical support for corporate employees, offshore teams, and independent insurance agencies.

• Handle high volume user contacts daily while successfully managing up to three

concurrent support sessions.

• Utilize ServiceNow and Ivanti Neurons to manage incidents, service requests, document resolutions, and escalate complex issues.

• Use Active Directory and CCS for password resets, account unlocks, and user administration.

• Troublesbleshoot Windows, Microsoft 365, VPN, browser, printer, and hardware/software issues.

• Assisted with a company-wide technology migration by supporting end users, resolving

migration-related issues, and helping ensure a smooth transition with minimal business disruption.

• Collaborate with Tier 2 and infrastructure teams to resolve complex incidents while consistently

meeting SLA expectations.

Utilize administration tools like Citrix Cloud and Citrix director to manage and troubleshoot offshore DVD/VDI systems

Selected to participate in their chat feature driven pilot program

• 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 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.

• Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
• Maintained accurate inventory records, ensuring product availability for customers.
• Collaborated with team members to implement promotional displays, enhancing store visibility.
• Trained new employees on operational procedures and customer service standards.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.

• 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.

• 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.