Jason McGhee
Raleigh,NC
Summary
Technologically-savvy, with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.
Overview
15
15
years of professional experience
Work History
IT Support Specialist
Hemmersbach
Holly Springs, NC
03.2023 - Current
- Installed and supported desktop software titles and add-ons.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Devised incisive workarounds and resolutions for IT-related problems.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Planned, tested and supported high-availability infrastructures.
- Spearheaded server infrastructure development, quality control, staging and production operations.
Technical Support Analyst
Veritas Collaborative
Durham, NC
07.2022 - 02.2023
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Organized and maintained confidential records for office employee files, health records and protected information.
- Worked with teammates to create human resources departmental strategies and team goals.
- Implemented and provided technical support for voice services and equipment.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Managed Active Directory user accounts, groups, and computer objects.
- Resolved issues related to authentication failures due to expired passwords or locked accounts.
Help Desk Technician
NRTC Managed Services
Raleigh, NC
11.2020 - 07.2022
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Provided excellent service and attention to customers through phone conversations.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Customer Service Agent Internet/Voice
Charter Communications
Greensboro, NC
02.2018 - 11.2020
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Conducted CRM tasks to maintain quality assurance satisfaction.
- Managed high-volume of inbound and outbound customer calls.
Customer Service Associate
Spuntech Industries Ltd.
Roxboro, NC
12.2008 - 03.2018
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
Education
Associate of Science - Computer And Information Sciences
ECPI University
05.2015
Skills
- IT Infrastructure
- End User Support
- Technical Troubleshooting
- Microsoft Office Specialist (MOS) Master
- Hardware Diagnostics
- Software Installation
- System Administration
Timeline
IT Support Specialist
Hemmersbach
03.2023 - Current
Technical Support Analyst
Veritas Collaborative
07.2022 - 02.2023
Help Desk Technician
NRTC Managed Services
11.2020 - 07.2022
Customer Service Agent Internet/Voice
Charter Communications
02.2018 - 11.2020
Customer Service Associate
Spuntech Industries Ltd.
12.2008 - 03.2018
Associate of Science - Computer And Information Sciences
ECPI University