Summary
Overview
Work History
Education
Skills
Certification
Quote
Military Service
Languages
Affiliations
Timeline
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Jeffrey Cain

Longwood,FL

Summary

Results-oriented Level 2/3 Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Overview

13
13
years of professional experience

Work History

Outlook Support Engineer (Premier Strategic Team)

Microsoft
06.2023 - 01.2025
  • Enhanced customer experiences by resolving complex technical issues efficiently.
  • Diagnosed and resolved software and hardware issues to improve user satisfaction.
  • Identified and documented recurring issues, contributing to development of long-term solutions.
  • Coordinated with development teams to address and fix bugs, enhancing product reliability.
  • Conducted root cause analysis for persistent issues to prevent future occurrences.
  • Assisted in testing and deployment of new software versions to ensure smooth transitions.
  • Collaborated with cross-functional teams to integrate feedback into product improvements.
  • Analyzed support ticket trends to predict and prevent future issues.

Technical Support II, GLOBAL REMOTE SERVICES

Merrill (Bank of America)
05.2022 - 05.2023
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources.
  • Improved customer satisfaction by resolving complex technical issues in a timely manner.
  • Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
  • Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
  • Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.

Senior Desktop Support Engineer

SCIO Health Analytics/ EXL Service
10.2020 - 05.2022
  • Reduced downtime for end-users, quickly diagnosing and resolving hardware and software issues.
  • Implemented security measures to safeguard company data and protect against external threats.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Supported remote users through remote desktop tools, ensuring seamless connectivity regardless of location.
  • Contributed to the successful completion of IT projects through efficient task management and attention to detail.
  • Assisted in the deployment of new hardware and software upgrades, ensuring minimal disruption to daily operations.
  • Managed inventory control procedures for all IT assets, ensuring proper tracking and accountability.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.

Capabilities Analyst

Breakthru Beverage Group
01.2020 - 05.2020
  • This position was created for me to expand the projects and procedures I had implemented in North Florida to encompass the entire state of Florida and South Georgia
  • Improved operational efficiency by analyzing workflows and recommending process enhancements.
  • Created presentations to communicate findings and facilitate stakeholder understanding.
  • Identified opportunities for improvement, analyzing key performance indicators.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced customer engagement by analyzing behavior patterns and suggesting targeted marketing strategies.
  • Drove revenue growth by identifying underperforming areas and recommending solutions.

Senior Infrastructure Support Engineer

Breakthru Beverage Group
08.2018 - 01.2020
  • Resolved infrastructure issues for maintaining optimal system performance.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Increased efficiency with streamlined troubleshooting processes and quick resolution of technical issues.
  • Contributed to team knowledge by documenting solutions and sharing best practices.
  • Reduced downtime for end-users, quickly diagnosing and resolving hardware and software issues.
  • Managed inventory control procedures for all IT assets, ensuring proper tracking and accountability.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Collaborated with network administrators to troubleshoot connectivity issues, improving overall network performance for end users.
  • Created user accounts and assigned permissions.

Lead Infrastructure Support Engineer

Breakthru Beverage Group
05.2016 - 08.2018
  • Optimized system reliability by monitoring network infrastructure and addressing issues proactively.
  • Reduced downtime for end-users, quickly diagnosing and resolving hardware and software issues.
  • Managed inventory control procedures for all IT assets, ensuring proper tracking and accountability.
  • Improved user experience by providing technical support and resolving issues promptly.
  • Managed vendor relationships for ensuring quality of service delivery.
  • Conducted training sessions for end-users to facilitate smooth technology adoption.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.


System Administrator

Gateway Technical College
12.2011 - 12.2015
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
  • Increased user satisfaction by promptly resolving technical issues and maintaining open lines of communication.
  • Enhanced team efficiency, automating routine administrative tasks to allow focus on strategic initiatives.
  • Fostered culture of continuous improvement, leading initiatives for software and hardware upgrades that kept pace with technological advancements.
  • Demonstrated adaptability by quickly learning new software programs and adapting to evolving industry standards within the profession efficiently.

Education

Associates of Applied Science - Computer Information Systems, Desktop Support Specialist

Gateway Technical College
Racine, WI
05-2011

Associates of Applied Science - Computer Information Systems, Network Support Specialist

Gateway Technical College
Kenosha, WI
05-2011

Skills

  • Problem solving
  • System analysis
  • Troubleshooting and Diagnostics
  • Hardware maintenance
  • Collaborative team player
  • Customer service expert
  • Application support
  • Desktop support
  • Data analysis
  • Teamwork and collaboration
  • Remote technical support
  • Microsoft windows and office
  • Technical issues analysis
  • IT infrastructure
  • MacOS expertise
  • API development

Certification

  • CompTIA A
  • Certified Professional Photographer (CPP) - Professional Photographers of America (PPA).

Quote

Skills can be taught, but passion, attitude, and caring are irreplaceable.

Military Service

United States Army, E-4, Field Radio Repairman/Electronic Warfare Support, Quality Control and Technical Inspector for Field Communications., Provided battalion-level support for field communication systems., Conducted electronic signal suppression for combat operations., Army Achievement Medal, Army Commendation Medal, Army Achievement Medal (oak leaf cluster), Good Conduct Medal, Distinguished Honor Graduate, Primary Leadership Development Course

Languages

English
Native or Bilingual

Affiliations

  • American Legion

Timeline

Outlook Support Engineer (Premier Strategic Team)

Microsoft
06.2023 - 01.2025

Technical Support II, GLOBAL REMOTE SERVICES

Merrill (Bank of America)
05.2022 - 05.2023

Senior Desktop Support Engineer

SCIO Health Analytics/ EXL Service
10.2020 - 05.2022

Capabilities Analyst

Breakthru Beverage Group
01.2020 - 05.2020

Senior Infrastructure Support Engineer

Breakthru Beverage Group
08.2018 - 01.2020

Lead Infrastructure Support Engineer

Breakthru Beverage Group
05.2016 - 08.2018

System Administrator

Gateway Technical College
12.2011 - 12.2015

Associates of Applied Science - Computer Information Systems, Desktop Support Specialist

Gateway Technical College

Associates of Applied Science - Computer Information Systems, Network Support Specialist

Gateway Technical College

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Jeffrey Cain