Jay Collier
Cypress,US
Summary
Dedicated IT professional with experience providing technical support to end users and customers. Proven track record of resolving complex technical issues efficiently, while providing a high level of service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying current with new developments in the IT industry.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager
Truelux
10.2023 - Current
- Managed the daily operations of multiple departments to maximize efficiency
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes
- Established operational policies, procedures, standards, and objectives in alignment with organizational goals
IT Support Specialist II
Cardinal Financial, LLC
07.2021 - 09.2023
- Conducted remote troubleshooting to resolve tier 1/2 IT-related and application issues for 4,000+ users
- Consistently exceeding call and ticket handling goals with an excellent first contact resolution percentage
- Worked with other IT departments when escalating tickets outside of the normal scope of the Help Desk
- Showed initiative by volunteering for on-call / after hours support and projects
Help Desk Technician
Mountain Capital Partners
10.2019 - 05.2020
- Handled end-user issues including hardware and software troubleshooting
- Installed, modified, and repaired software and hardware to resolve technical issues
Help Desk Analyst
EDF Trading
10.2018 - 07.2019
- Provided first line support during Office 365 migration
- Worked with other IT teams to resolve network and/or server issues
Service Desk Technician
Kirby Corporation
11.2017 - 09.2018
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Handled all end-user hardware and software requests
- Worked with Senior IT to ensure timely completion of collaborative efforts
Help Desk Technician
Dynegy
01.2017 - 11.2017
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Imaged and maintained PCs; installed upgraded, etc
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Bachelor of Science - Information Technology Mangement
Western Governors University
Skills
- Technical troubleshooting
- Active Directory
- SCCM
- Mobile device support
- Ticket support system management
- Remote Support
- Office 365 admin
- Technical writing
- ServiceNow
- Zoom / Teams admin
- VPN Support
- Team Leadership
Certification
- A+
- Net+
- Google Professional Workspace Administrator
- Azure Fundamentals (preparing For Exam)
References
References available upon request
Timeline
Operations Manager
Truelux
10.2023 - Current
IT Support Specialist II
Cardinal Financial, LLC
07.2021 - 09.2023
Help Desk Technician
Mountain Capital Partners
10.2019 - 05.2020
Help Desk Analyst
EDF Trading
10.2018 - 07.2019
Service Desk Technician
Kirby Corporation
11.2017 - 09.2018
Help Desk Technician
Dynegy
01.2017 - 11.2017
Bachelor of Science - Information Technology Mangement
Western Governors University