Jeramie C. Del Rosario
Bellevue,WA
Summary
Accomplished IT Tech and Application Support with over 8 years of information technology and admin support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application rollouts. Committed to providing efficient, high-quality support.
Overview
11
11
years of professional experience
Work History
Application Analyst
Comtech 911 Public Safety and Security
05.2021 - Current
- Providing high quality administer key database management processes
- Addressing jurisdiction and phone carrier issues and solve problems
- User account management in application tools
- Utilizing ITSM and CRM tools to manage workflow and external stakeholder relationships
- Supporting process innovations and help identify appropriate programmatic process automation
- Maintaining and growing the knowledge base with ongoing processes, updates and documentation
- Providing high quality of Comtech’s policies, standards, processes, procedures, and guidelines
IT Service Desk
Kaiser Permanente – Robert Half (Contract)
01.2020 - 12.2020
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
- Configured new employee workstations, including all hardware, software and peripheral devices
- Updated software versions with patches and new installations to close security loopholes and protect users.
IT Service Desk
Advantage Solutions
02.2019 - 11.2019
- Install, configure, and troubleshoot computer systems, servers, and network issues
- Receiving calls to provide step-by-step guidelines for the resolution of a technical issue
- Document and tracking issues using a ticketing system called ZenDesk to ensure quick resolution
- Maintain the security and integrity of company database by setting access controls
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Help Desk
Skyfreight International
09.2018 - 02.2019
- Maintained records, logs and lifecycle documentation of work requests
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Processed average of maximum 30 inbound and outbound calls from customers
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Set up schedules for shipments and orders
- Submitted reports for day-to-day tracking and invoices in a timely manner.
Service Desk
Starbucks Corporate - Insight Global (Contract)
03.2018 - 09.2018
- Managed large amount of inbound calls
- Supported retail and non-retail technology issues for USA, Canada and UK
- Professionally handled more than 50 ticket escalations daily using ITSM
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Technical Project Coordinator
GE Digital
06.2017 - 01.2018
- Managed back-to-back on boarding process for 20+ candidates
- Scheduled interviews and assisting candidates with questions/concerns
- Created templates for the recruiting and staffing metrics for the team and produce it every week
- Worked closely with Sr
- Directors and Talent Managers in planning and organizing projects to carry out important operational duties to support growth and program development
- Effectively posting job descriptions, reviewing new hire resumes, and checking for compliance
- Maintained and protected confidential data with utmost scrutiny, judgment, and care.
Technical Support Specialist
Dish Network
11.2014 - 07.2015
- Actively listened to customer's complaint to quickly resolve service problem
- Remotely solved technical issues by giving step by step instructions
- Explained the best solution and options to solve the problem
- Addressed perfectly to the customer the right information expediting correction or adjustment
- Managed large number of incoming calls from the US and following up through outbound calls
- Attempted to persuade customer to reconsider cancellation
- Handled changes in policies or renewals., Managed large number of incoming calls from the US
- Took an active part in technical problem resolutions
- Solved technical problems remotely
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise
- Updated and processed programming changes, equipment upgrades and customer and billing information
- Helped 40+ customers per day from the US with their cable service.
Technical Support Specialist
Time Warner Cable
02.2013 - 09.2014
Education
Bachelor of Arts - Multimedia Arts
De La Salle College of Saint Benilde
Year Up Program - Business Technology
Some College, Bellevue College
Bellevue, WAHigh School Diploma - undefined
Our Lady of Perpetual Succor College
Skills
- ITSM
- Zendesk
- Service Now
- 70-80 wpm
- Active Directory
- Microsoft O365
- E911 segment of telecommunications
- Application installations
- CI Management
- LAN/WAN
- Computer maintenance
- Software upgrades
- Hardware configuration
- Network security measures
- Call center experience
- Coding/scripting knowledge
- Data administration and management functions
- Hardware Development
- Bug Fixes
- Client Needs Assessment
- Test and Optimize Systems
- Workflow Diagrams
- Computer Hardware Knowledge
- User Acceptance Testing (UAT)
- Application Preparation
- Application Analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Application Analyst
Comtech 911 Public Safety and Security
05.2021 - Current
IT Service Desk
Kaiser Permanente – Robert Half (Contract)
01.2020 - 12.2020
IT Service Desk
Advantage Solutions
02.2019 - 11.2019
Help Desk
Skyfreight International
09.2018 - 02.2019
Service Desk
Starbucks Corporate - Insight Global (Contract)
03.2018 - 09.2018
Technical Project Coordinator
GE Digital
06.2017 - 01.2018
Technical Support Specialist
Dish Network
11.2014 - 07.2015
Technical Support Specialist
Time Warner Cable
02.2013 - 09.2014
Bachelor of Arts - Multimedia Arts
De La Salle College of Saint Benilde
Year Up Program - Business Technology
Some College, Bellevue College
High School Diploma - undefined
Our Lady of Perpetual Succor College
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