Jason Young
Clayton
Summary
Experienced with diagnosing and resolving technical issues promptly and effectively. Utilizes advanced troubleshooting skills to ensure minimal downtime and optimal user satisfaction. Knowledge of various operating systems, software applications, and network configurations.
Overview
20
20
years of professional experience
Work History
Help Desk Engineer I
Computer Service Partners, Inc
02.2021 - 10.2025
- Provided technical support for hardware and software issues, enhancing user productivity.
- Diagnosed and resolved system malfunctions, ensuring minimal downtime for end-users.
- Managed ticketing systems to track and prioritize user requests effectively.
- Trained new staff on help desk protocols and software tools, improving team efficiency.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Developed knowledge base articles to streamline troubleshooting processes for common issues.
- Conducted remote troubleshooting sessions for faster resolution of technical problems.
- Provided on-site support when necessary, traveling to client locations for hands-on assistance.
- Assisted in the development of internal training materials to improve help desk engineer skills.
- Improved customer satisfaction by quickly and efficiently resolving technical issues.
- Contributed to the creation of a knowledge base, consolidating common solutions for future reference.
Senior Help Desk Analyst
HCL Technologies
01.2020 - 02.2021
- Responsible for troubleshooting issues on both PC & Mac computer running Windows 7, Windows 10, & iOS.
- Provide application support for multiple versions of the Microsoft Office Suite, Microsoft Teams, Zoom, & other applications
- Provided support for VPN access & shared drives
- Remotely diagnosed issues for audio devices, webcams & monitors, printers, and other peripherals
- Fielded inquiries & issues via phone, email, & instant message chat
- Researched and resolved issues/inquiries daily in a complete & timely manner
- Documented all inquiry activities using ServiceNow ticketing application
- Provide desktop support via Bomgar Remote Desktop application
- Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
- Installed, repaired & setup computer peripherals
- Performed software installations & updated component drivers as needed
Wire Transfer Specialist
City National Bank
02.2018 - 11.2019
- Responsible for processing and posting of incoming and outgoing domestic and international wire transfers requested by phone, fax, or through Online Banking
- Correct formatting issues with wires submitted prior to processing
- Provide telephone customer service to account holders with wire transfer requests, wire investigations, and general wire transfer inquiries
- Complete internal research requests in a timely manner and assists department supervisor with research for audit requests
- Participate in job specific training and other various bank training programs
- Assist both internal and external clients in executing proper wire information
Wire Transfer Specialist
Towne Bank
08.2017 - 02.2018
- Responsible for processing and posting of incoming and outgoing domestic and international wire transfers requested by phone, fax, email or through Online Banking
- Bank Secrecy Act responsibilities including identifying and reporting suspicious activity to management and performing an Office of Foreign Assets Control (OFAC) review
- Provide telephone customer service to account holders with wire transfer requests, wire investigations, and general wire transfer inquiries
- Complete internal research requests in a timely manner and assists department supervisor with research for audit requests
- Participate in job specific training and other various bank training programs
- Assist both internal and external clients in executing proper wire information
ATM Operations Analyst
State Employees' Credit Union
02.2016 - 07.2017
- Performing active monitoring and troubleshooting of ATMs, and initiating remote commands to ATMs for issue resolution
- Placing service calls with maintenance vendor (Diebold), coordinating vendor meets with other SECU groups and documenting trouble tickets in a call center environment
- Maintain physical key inventory management for SECU and authorized vendors for accessing individual remote ATMs
- Responsible for production, inventory management, invoice verification and issue resolution of supplies needed by SECU and authorized vendors for use in the SECU ATM fleet
- Vendor relationship management and process flow management.
ATM & Cash Analyst
State Employees' Credit Union
10.2007 - 02.2016
- Responsible for database updates of ATM information as machines were installed, replaced, repaired, and removed
- Coordinated cash deliveries for remote ATMs and SECU branch locations and resolved delivery issues
- Maintained physical key inventory of remote ATM sites for SECU and ensured that authorized vendors had proper access
- Responsible for inventory of ATM consumable supplies (i.e. receipt paper and envelopes), placing supply orders for multiple channels, invoice verification, and issue resolution
Network Operations Analyst
State Employees' Credit Union
06.2005 - 10.2007
- Used custom applications to monitor network traffic, mainframe availability, and perform tests on all SECU applications to ensure functionality
- Coordinated with other SECU departments to troubleshoot mainframe issues and determine resolutions
- Coordinated vendor meetings to troubleshoot off site communication issues
Education
Bachelor of Science - Business Administration
Barton College
Wilson, NC08.2001
Skills
- Excellent work ethic
- Highly motivated
- Great team player
- Proficient with Microsoft Office
- 50 wpm typing speed
- Well versed in multiple versions of Windows OS, including Windows Server & Windows 11
- Using VMWare, I successfully created multiple virtual servers and tested multiple network configurations for many scenarios that simulated real world environments
- Experience troubleshooting network connectivity issues & resolving those issues
- Received training in Firewall Configuration
- Ticket management
- Remote support & on-site support
- Hardware & software installation
- Security protocols
- Virtualization technologies
- Operating systems
- Troubleshooting skills
- Network troubleshooting
- Hardware troubleshooting
- Application support
- User support
- System configuration
- Backup and recovery
Accomplishments
MTA- Windows Server Administration
CompTIA A+
CompTIA Net+
CompTIA Securit+
Timeline
Help Desk Engineer I
Computer Service Partners, Inc
02.2021 - 10.2025
Senior Help Desk Analyst
HCL Technologies
01.2020 - 02.2021
Wire Transfer Specialist
City National Bank
02.2018 - 11.2019
Wire Transfer Specialist
Towne Bank
08.2017 - 02.2018
ATM Operations Analyst
State Employees' Credit Union
02.2016 - 07.2017
ATM & Cash Analyst
State Employees' Credit Union
10.2007 - 02.2016
Network Operations Analyst
State Employees' Credit Union
06.2005 - 10.2007
Bachelor of Science - Business Administration
Barton College