Jeffrey Kellogg
Chalfont,PA
Summary
Seasoned support professional with deep experience in systems troubleshooting, ticket queue management, and service restoration. Strong communicator with a record of mentoring junior staff, building knowledge base resources, and streamlining support processes. Brings reliable problem-solving and team collaboration to every incident.
Overview
1
1
Certification
23
23
years of professional experience
Work History
SR Systems Support Analyst
Vistance Networks
Chalfont, PA
08.2003 - 11.2026
- Resolved escalated hardware, software, and network issues with accurate troubleshooting.
- Monitored ticket queues and prioritized support requests for timely resolution.
- Maintained system documentation, knowledge base articles, and support procedures.
- Coordinated with technical teams to diagnose recurring incidents and restore service.
- Mentored support staff on troubleshooting methods, tools, and customer service standards.
- Enhanced system performance by identifying and resolving complex technical issues.
- Streamlined support processes for increased efficiency and faster resolution times.
- Provided technical support for computer-related problems through email, telephone, and hands-on support.
- Contributed to the creation of a robust knowledge base, enabling quicker diagnosis and resolution of common issues.
- Mentored junior team members, providing guidance on best practices and fostering a culture of continuous improvement among colleagues.
- Served as an escalation point for complex issues requiring advanced technical expertise, consistently delivering satisfactory resolutions within stipulated timeframes.
- Participated actively in regular team meetings to share insights on current challenges and collaborate on effective solutions.
Education
Microsoft A+ - IT Technology
Cittone Institute
Plymouth Meeting, PA04-2002
Skills
- Remote support
- Software installation
- Incident management
- Operating systems
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Reliability
- Team collaboration
- Effective communication
- Remote technical support
Certification
Microsoft support professional
Timeline
SR Systems Support Analyst
Vistance Networks
08.2003 - 11.2026
Microsoft A+ - IT Technology
Cittone Institute