Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
Generic

JD Jameson

Jacksonville,NC

Summary

Innovative Help Desk Specialist with 4 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to numerous workstations. Personable communicator while assisting with technical issues and training. Skilled Help Desk Analyst with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Excel. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

11
11
years of professional experience

Work History

Specialist

HCL America
09.2022 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Developed training materials to enhance staff proficiency and productivity.
  • Restructured customer service process, ensuring quicker response times.
  • Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
  • Led quality assurance efforts, maintaining high standards for all products and services.

Supervisor

Pomeroy
07.2022 - 09.2022
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.

Help Desk Analyst Tier 1

Pomeroy
Jacksonville, NC
01.2021 - 07.2022
  • Managed over 40 customer calls per day with an average handle time of 3 minutes when the requested time is 6 minutes
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
  • Worked closely with Excel in order to create reports for management.
  • Trained new hires along with creating new training regiments which reduced training time by one and a half weeks

Radio Operator

United States Marine Corps
Jacksonville, NC
03.2017 - 02.2021
  • Installed and configured new devices and system components.
  • Used coordination and planning skills to achieve results according to schedule.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Resolved problems, improved operations and provided exceptional service.
  • Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.

Butcher

Phillips Meat Processing LLC
Zanesville, OH
02.2016 - 02.2017
  • Cured, cut and smoked meats to prepare for buffet presentations.
  • Used boning knife, skewers and twine to shape, lace and tie roasts.
  • Prepared and placed meat cuts and products in display counter to ease shopping experience of customers.
  • Cut, trimmed and ground meats such as beef, pork and poultry to prepare for packaging and sale.
  • Performed meat inspections and checked temperature environment to maximize food safety.
  • Verified proper inventory levels, product quality and freshness to prevent sale of spoiled products.

Grill Cook Prep

Bob Evans Farms
Zanesville, OH
02.2014 - 01.2016
  • Packaged, arranged and labeled ingredient stock, storing at established temperatures.
  • Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.
  • Received shipments and placed items on proper shelves to restock and organize restaurant pantry.
  • Maintained clean, hygienic kitchen workspace by sweeping, mopping and taking out trash.
  • Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
  • Cooked all menu items according to specified instructions.
  • Managed opening and closing shift kitchen tasks.

Education

High School Diploma -

Maysville High School
Zanesville, OH
05.2016

Skills

  • Equipment Inspection
  • Repair skills
  • Interpersonal Communication
  • Good listening skills
  • Responsible
  • Organization and Time management
  • Great computer skills
  • Excel proficient
  • Customer support handling
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Staff training and development
  • Complex Problem-solving
  • Staff management
  • Task delegation
  • Documentation and reporting
  • Shift scheduling
  • Performance management
  • Schedule preparation
  • Performance evaluations
  • Business development
  • Policy implementation
  • Project planning

Accomplishments

  • Collaborated with team of 10 in the participation in Toys for Tots in Augusta Georgia
  • Used Microsoft Excel to develop SLA sheets for weekly numbers.
  • Became one of the top analysts for the desk which allowed more training for higher roles.
  • Implemented new training regiments
  • Transitioned 2 new software successfully for a help desk
  • Held multiple meetings for future expansion of the help desk SOW.

Hobbies

I rebuild cars along with building computers for high gaming output as well as work stations for those who are in need of them.

Timeline

Specialist

HCL America
09.2022 - Current

Supervisor

Pomeroy
07.2022 - 09.2022

Help Desk Analyst Tier 1

Pomeroy
01.2021 - 07.2022

Radio Operator

United States Marine Corps
03.2017 - 02.2021

Butcher

Phillips Meat Processing LLC
02.2016 - 02.2017

Grill Cook Prep

Bob Evans Farms
02.2014 - 01.2016

High School Diploma -

Maysville High School

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JD Jameson