Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeremy Boughton

Santa Clara,CA

Summary

Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.

Overview

11
11
years of professional experience

Work History

Sales/Billing & Help Desk Support Specialist

AT&T
08.2016 - 03.2025
  • Exceeded 115% sales targets in a challenging economic environment
  • Analyzed customer feedback and suggested strategies for improving customer experience
  • Resolved customer complaints and disputes in a timely and effective manner, resulting in improved customer satisfaction
  • Established relationships with key customers to drive sales and develop new business opportunities
  • Collaborated with IT staff to resolve complex customer service issues
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.

Help Desk

CalCerts
07.2014 - 08.2016
  • Collaborated with IT staff to resolve complex customer service issues
  • Identified customer service issues and worked with the appropriate teams to resolve them
  • Analyzed customer service trends to identify areas for improvement and develop solutions
  • Developed and implemented processes for tracking customer service requests and ensuring timely resolution
  • Reduced help desk ticket backlog through swift problem-solving abilities and effective prioritization skills. (About 20-40 tickets individually during peak season)
  • Established a help desk system to promptly address user concerns, improving overall satisfaction levels among employees.
  • Developed strong relationships with end-users, fostering trust and confidence in the help desk''s ability to address their technical concerns.

Education

Undergraduate Certificate - Cybersecurity

CSU Global
Aurora, CO
09.2024

Skills

  • Networking and Network Security
  • Risk Management and Threat Assessment
  • Incident Detection and Response
  • Security Protocols and Cryptography
  • Operating Systems and System Security
  • Software installation
  • Security protocols
  • Network connectivity
  • Ticketing systems
  • Application support
  • Network certification
  • Security certification

Timeline

Sales/Billing & Help Desk Support Specialist

AT&T
08.2016 - 03.2025

Help Desk

CalCerts
07.2014 - 08.2016

Undergraduate Certificate - Cybersecurity

CSU Global

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