Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Jay Pastor Negron

Woonsocket

Summary

Personable and dedicated Customer Service Representative with extensive experience in the application support industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, empathetic, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Rightworks
06.2022 - 06.2025
  • Recommended hardware and software improvements to facilitate team and project workflow in a fast-moving environment.
  • Mentored junior staff in best practices for customer support, promoting skill development and enhancing team performance.
  • Provided technical support to customers over the phone and through email.
  • Reset passwords with Active Directory and Office 365 Administrator accounts.
  • Assisted with troubleshooting Windows 10/11, Mac OS software and regular updates.
  • Performed ping and tracerte (Network) remote diagnostic procedures to identify virtual desktop connection issues.
  • Worked collaboratively with Sales, Marketing, Support, and Engineering on voicing customer needs
  • Maintained detailed records of customer interactions and transactions.
  • Assisted with technical first impressions of our product while Onboarding new clients.
  • Updated existing customer accounts with new information as required in Salesforce.
  • Maintained and enhanced technical knowledge base for team reference

Security Officer

Walt Disney World
04.2017 - 06.2022
  • Troubleshoot radio equipment, Updating firmware on company computers
  • VIP security supervisor onstage during the NFL Pro Bowls for over 25,000 guests
  • Security Supervisor at ESPN facility for 4 years
  • Daily posts of forecast accuracy and staffing
  • Managing schedules for 40 employees ensuring smooth workflow daily by comparing forecasts and opportunities for improvement
  • Effectively using radio equipment to report all incidents, policy violations, and medical emergencies to the communication center
  • Proficient in writing detailed reports on activities and guest issues
  • Understand the impact of business metrics on the operation i.e. call outs, guest experience, and operating budget.

Senior Game Manager

Gamestop
12.2012 - 01.2017
  • Managed and scheduled a team of 3 people to increase sales while extending and demonstrating our exemplary customer service in a mall with a forecast of 80,000 individuals
  • Ability to work alone for many hours or with a group of people planning and executing the days schedule
  • Educated individuals on the rating system for video games, notifying them of each games style

Assistant Manager

Mansfield Movieplex
05.2015 - 10.2016
  • Monitored Security Cameras looking for suspicious individuals to ensure the safety and security of employees and guests
  • Performed monthly inventory checks to keep track of Theater Equipment, food, and emergency items such as fire extinguishers/lights.
  • Performed updates on equipment and software
  • Maintain time off requests and absences

Education

Digital Forensics and Investigation -

Wilmington University

Masters - Cyber Security

Southern New Hampshire University

Bachelor of Science - Communication

Eastern Connecticut State University
Windham, CT

Skills

  • Analytical thinking
  • Salesforce
  • Data Security and recovery
  • Application Support and installations
  • Problem-solving proficiency
  • Windows 10/11 and Mac OS
  • Service Desk Support
  • Experience with PureCloud
  • Office 365 Admin
  • Troubleshooting Network Issues
  • Issue and Resolution Tracking
  • Application Installations

Certification

  • PC Pro (Comptia A+) Certification
  • Amazon Cybersecurity Awareness
  • Programming foundations: Web Security
  • IS-00915 FEMA Protecting Critical Infrastructure Against Insider Threats

Languages

Fluent reading/writing in English and Spanish

Timeline

Technical Support Specialist

Rightworks
06.2022 - 06.2025

Security Officer

Walt Disney World
04.2017 - 06.2022

Assistant Manager

Mansfield Movieplex
05.2015 - 10.2016

Senior Game Manager

Gamestop
12.2012 - 01.2017

Masters - Cyber Security

Southern New Hampshire University

Bachelor of Science - Communication

Eastern Connecticut State University

Digital Forensics and Investigation -

Wilmington University

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Jay Pastor Negron