Summary
Overview
Work History
Skills
Certification
Timeline

Jason Mercado

Manchester,TN

Summary

Seasoned service technician in the pool industry making a career change into the IT field. Seeking entry level technical support role. I offer years of customer service and technical experience to any entry level position.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Route Supervisor

Cabana Concierge
09.2017 - Current
  • Monitored daily operations and routes to resolve issues and drive operational effectiveness.
  • Tested systems, noting issues and completing preventive maintenance.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.

Service Technician

Clearwater Pool & Spa
02.2016 - 08.2017
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Maintained accurate records of service calls and customer interactions for training and accountability purposes.
  • Assisted training end users on proper use of hardware and software to deliver excellent customer service.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.

Medical Courier

Express Courier
11.2014 - 02.2015
  • Built professional relationships with customers and business partners to establish trust and credibility.
  • Demonstrated confidentiality in dealing with HIPAA guidelines

Grocery Replenishment Specialist

Publix
01.2010 - 11.2014
  • Addressed customer complaints and concerns, providing mutually beneficial solutions.

Service Manager

Bon Aqua Pools
03.2006 - 12.2009
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Provided technical support by resolving inquiries via phone and e-mail consistent with department goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Walked individuals through basic troubleshooting.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Skills

  • Complex Problem-Solving
  • Customer Loyalty
  • Complaint Investigation and Resolution
  • Documentation
  • Customer Relationship Management
  • Managing Multiple Tasks
  • Technical Support
  • Troubleshooting and Diagnosing
  • Atlassian JIRA
  • Read Technical Manuals
  • Desktop Component Repair
  • HIPAA Guidelines

Certification

CompTIA A+ (current)

CompTIA Network+ (in progress)

Timeline

Route Supervisor - Cabana Concierge
09.2017 - Current
Service Technician - Clearwater Pool & Spa
02.2016 - 08.2017
Medical Courier - Express Courier
11.2014 - 02.2015
Grocery Replenishment Specialist - Publix
01.2010 - 11.2014
Service Manager - Bon Aqua Pools
03.2006 - 12.2009

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Jason Mercado