Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Jay Perez

San Antonio,TX

Summary

High-performing IT Support Specialist with over 5 years of experience dominating high-pressure call center environments. Expert at crushing technical issues, deploying systems at scale, and driving zero-downtime operations. Owns every support ticket like a mission, with precise troubleshooting of Windows hardware, VoIP/Webex platforms, and backend infrastructure. Builds strong cross-functional alliances and leads with results—every time.

Overview

11
11
years of professional experience
1
1
Certification

Work History

National Field Support Rep III

Charter Communications
San Antonio, Texas
04.2022 - Current
  • Resolved 100+ high-priority technical issues daily with speed and accuracy, eliminating downtime for enterprise and residential users.
  • Engineered fast deployments of modems, routers, VoIP phones, video boxes, and peripherals for 100+ users, maintaining 99.9% uptime.
  • Diagnosed and repaired hardware failures, executed peripheral upgrades, and delivered clean, fully operational accounts.
  • Mastered UIM, BPS, and Remedy for logging, tracking, and escalating complex incidents—accelerating resolution times.
  • Provided technical support for field operations and troubleshooting issues.
  • Led bridge calls and collaborated with NOC teams during critical outages, restoring service quickly and minimizing impact.
  • Audited site assets, and proactively refreshed aging systems—boosting operational efficiency and compliance.

Support Technician

Dave and Buster’s
Houston, TX
11.2019 - 01.2022
  • Maintained and optimized over 200 embedded systems and gaming platforms, slashing support tickets by 35%.
  • Standardized diagnostic workflows and documented procedures that fast-tracked issue resolution.
  • Partnered with vendors to replace high-value components, keeping core systems online, and guests engaged.

Head Chef

Dell Diamond
Round Rock, TX
05.2014 - 07.2016
  • Orchestrated high-volume kitchen operations for 1,000+ guests per day, leading a 5-person crew with zero downtime.
  • Reinvented prep processes that sped up service delivery by 25% during peak events.

Education

Bachelor of Science - Computer Engineering Technology

University of Houston
Houston, TX
12.2021

High School Diploma -

Hendrickson High School
Pflugerville, TX
06.2016

Skills

Hardware and system support: Windows PC rollouts, RAM/HDD upgrades, device imaging, system refreshes, VoIP/Webex configuration, peripheral integration

Tools and platforms: UIM, BPS, ASAP, Remedy, ServiceNow, asset management systems

Networking and protocols: TCP/IP, DHCP, DNS, LAN/WAN, VPN, SNMP, QAM

Remote support: Expert in RDP, VPN access, remote triage, and secure endpoint restoration

Operating systems: Windows, Linux/Unix, Mac OS X, Android

Software and applications: Microsoft Office Suite, MS Project, Outlook, Excel

Languages and technologies: C, C#, HDL, microcontroller interfacing, LabVIEW

Certifications: LabVIEW Core 1-3, LabVIEW Environment Completed MedCerts training for the CompTIA A and Network certifications

Affiliations

  • Dean's Honor List - Spring and Fall 2021
  • Degree Honors - Cum Laude
  • IEEE Global Humanitarian Technology Conference 3rd Place - Fall 2021

Certification

  • LabVIEW Core 1, 2, 3 Training - Nov 2020
  • LabVIEW Environment - Jan 2020

Timeline

National Field Support Rep III

Charter Communications
04.2022 - Current

Support Technician

Dave and Buster’s
11.2019 - 01.2022

Head Chef

Dell Diamond
05.2014 - 07.2016

Bachelor of Science - Computer Engineering Technology

University of Houston

High School Diploma -

Hendrickson High School

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