Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jeremy Burrows

Lebanon,TN

Summary

Discerning Computer Systems Analyst devoted to improving computer systems and network performance for enhanced productivity. Works actively with management to develop cost-benefit analyses and set objectives for system maintenance and upgrades. Stays up-to-date on latest security regulations and protocols to execute effective measures for sustaining privacy and operational integrity.

Overview

5
5
years of professional experience

Work History

IT Analyst & Support

Accenture
03.2022 - 12.2022
  • Worked with Software Engineers and Developers on finding solutions to IT issues that they would face during their day-to-day activities.
  • Assisted Network Engineers with upgrading Network Equipment at the Nashville Campus.
  • Created WAP MAP, Installed new devices, and ensured that connectivity was uninterrupted.
  • Worked with maintenance and engineering team to ensure IT and Networking equipment was appropriately cared for and maintained.
  • Worked with the Networking team to resolve issues with connectivity for clients and visitors.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Enhanced interfaces to promote better functionality for users.
  • Ensured that conference room AV and Telephony Equipment were in proper working condition and made sure that those who were less tech-savvy would be able to connect and run their meetings.

Tier 1 Intake Analyst

Asurion
08.2021 - 03.2022
  • Began position as a Tier 1 intake Analyst via Disys contracting agency.
  • Within 2 weeks after training, requested and approved to take on the project to clean and optimize the existing knowledge base.
  • Maintained 100% CSAT and highest FCR within the Tier 1 team.
  • Assisted with helping new technicians with resolving issues in an efficient and timely manner.
  • Found resolutions for multiple global issues that drove SD calls and disseminated these fixes to the team.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.

Cloud Implementation Specialist

Service Source
10.2018 - 11.2019
  • Managed the migration of multiple million-dollar Google Maps for Work accounts to the Google Cloud platform from various in-home configurations
  • Ensured corporate customers were willing and able to renew their accounts utilizing a mixture of honest salesmanship and rapport building, and a strong technical background
  • Created and maintained a comprehensive knowledge base for use by the GM4W team which was successfully used to drive up metrics and performance.-Earned, Leadership award for disseminating best business practices among colleagues and subordinates.-Achieved 100+% client retention for Q4 2018 and Q1,Q2, Q3 2019.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.

Sr. Field Services Technician

ADI, Inc
10.2017 - 10.2018
  • Provided support for a network of 750 systems and 45 Doctor's office locations
  • Ensured HIPAA best practices were met or exceeded for all sites
  • Maintained network infrastructure and Windows 10/Server 2012/MS Exchange 2010 environments via patching/maintenance
  • Assisted with the creation and deployment of the standard corporate desktop image with Microsoft SDK
  • Also assisted with its administration while on-site
  • Deployed infrastructure equipment on-premise in multiple locations across the United States.
  • Earned employee of the month award in October 2018.

Education

Associate of Science - Computer Networking And Telecommunications

Hi-Tech Institute
Nashville, TN
06.2006

Skills

  • System Performance Assessments
  • Software Release and Rollout
  • Organizational Skills
  • Project Scope Assessment
  • Complex Issue Resolution
  • Customer Support
  • Inventory Procedure Documentation
  • Software and Hardware Implementation
  • Contract Negotiation Expertise
  • Documentation
  • Troubleshooting Network Issues
  • Hardware Evaluation
  • Analytical and Methodical
  • Friendly and Patient
  • Microsoft Windows and Office
  • Voice and Data Service Migration
  • Commercial Presentation Design
  • Critical Thinking
  • Project Management
  • Issue and Resolution Tracking
  • Production Work
  • Customer Communication and Empathy
  • Training Material Development
  • System Configuration
  • Desktop Partitioning Software
  • Critical Thinking
  • Project Management
  • Issue and Resolution Tracking
  • Production Work
  • Workforce Planning
  • Customer Communication and Empathy
  • Collaborative Team Player
  • Training Material Development
  • System Configuration

Accomplishments

  • ITILv4 Certification.
  • Dell Hardware Certification.
  • Commonly highly rated customer service with a personal and empathetic approach that achieves results.
  • Ability and desire to quickly learn new technologies, as well as troubleshoot and provide instruction to my peers.

Timeline

IT Analyst & Support

Accenture
03.2022 - 12.2022

Tier 1 Intake Analyst

Asurion
08.2021 - 03.2022

Cloud Implementation Specialist

Service Source
10.2018 - 11.2019

Sr. Field Services Technician

ADI, Inc
10.2017 - 10.2018

Associate of Science - Computer Networking And Telecommunications

Hi-Tech Institute

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Jeremy Burrows