Summary
Overview
Work History
Skills
Timeline
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Jeremy Felbeck

Summary

Dynamic IT support specialist with a proven track record at TEKsystems, excelling in printer support and customer satisfaction. Recognized for achieving high contract satisfaction rates and effectively resolving complex issues. Skilled in hardware installation and adept at fostering positive client relationships, ensuring seamless operations across diverse environments.

Overview

7
7
years of professional experience

Work History

Contract Worker

TEKsystems
Issaquah, WA
04.2024 - Current
  • Serviced a broad range of currently active HP printers across the HP fleet
  • Consistently delivered high-quality customer service with a focus on satisfaction and efficiency
  • Played a key role in improving service metrics for a high-visibility client
  • Consistently received positive feedback through customer satisfaction surveys
  • Served as the primary technician for a high-visibility client who repeatedly expressed appreciation for the quality and consistency of support provided
  • Achieved strong individual performance metrics, including:
    High first-time fix rate
    Consistent compliance with SLA contract requirements
    Accurate and efficient parts usage
  • Diagnosed and resolved complex printer networking issues in various environments
  • Performed troubleshooting and repair of HP laptops, including hardware and software issues
  • Maintained clear, professional communication with customers to ensure understanding and satisfaction throughout service engagements

Freelance IT Support Within Legal Industry

Self-Employed
09.2020 - 04.2024
  • Served as a multi-faceted tech support specialist for various law firms on a part-time basis
  • Acted as IT Generalist and navigated the nuances of both Windows and MacOS environments
  • High proficiency in printer-specific troubleshooting methodologies - heavy work within basic printer issues, network connectivity, router updates, driver issues, and DNS errors to troubleshoot printers
  • Strong exposure and hands-on experience with both Canon & HP Printers - updated drivers and firmware, installed required applications, and connected new printers to pre-existing networks
  • Physical troubleshooting of printers included replacing ink cartridges, replacing rollers, and replacing misaligned or damaged trays
  • Heavy work within technical troubleshooting, infrastructure maintenance, and user support
  • Resolved hardware and software issues across desktops, mobile devices, and printers
  • Served as a translator and technical knowledge expert – explained complex tech glitches to non-technical executives in clear, concise language
  • Ensured exceptional customer service by promptly addressing user queries and efficiently resolving issues, keeping their operations running smoothly
  • Played a key role in recommending new devices, ensuring computers perfectly aligned with each firm's unique needs
  • Served as a Clio liaison - expertly coordinated any issues within this Legal-based software
  • Deployed essential network services such as Pi-Hole, enhancing security and privacy by filtering unwanted content and advertisements
  • Seamlessly integrated technology solutions, often while collaborating with separate website development teams
  • Personal Project - built and maintained a Linux (Debian) based home lab server

T1 IOS Adviser

Kelly Services, Inc
02.2018 - 10.2018
  • Responsible for providing support to customers over the phone and through email
  • Consistently achieved a customer satisfaction rating of 95% or higher
  • Ability to quickly and efficiently solve a variety of different end-user problems & issues with positive feedback and minimizing complaints
  • Skilled in de-escalating unsatisfied customers & end-users to help improve overall customer satisfaction
  • Adaptability to work environment changes - remote work setting while maintaining productivity and performance
  • Ranked in the top 1% (6th out of 3,000) of all Advisers in only 8 months

Skills

  • Printer Support
  • Canon Printers
  • Epson Printers
  • HP Printers
  • PC Support
  • HP Pavilion All in One
  • Apple Mac Laptops
  • Linux
  • Virtualization Technologies
  • Software Deployment
  • Hardware Installation
  • Application Support
  • Customer Support
  • Entry Level Python Scripting

Timeline

Contract Worker

TEKsystems
04.2024 - Current

Freelance IT Support Within Legal Industry

Self-Employed
09.2020 - 04.2024

T1 IOS Adviser

Kelly Services, Inc
02.2018 - 10.2018

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Jeremy Felbeck