Job Search Status
Open to workDesired start date: Immediately
Open To Work
Jeremy Hall
Andersonville,TN
Work Preference
Summary
Achieved rapid resolution of technical issues, minimizing downtime during sorting operations. Enhanced customer satisfaction by effectively communicating technical concepts to non-technical users. Adapted quickly to new challenges, ensuring seamless operations and support. I learn very quickly and I can improvise to get things going.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior GTSG Technician (IT, Tier I and II)
UPS
Knoxville, TN
03.2022 - 07.2025
- Oversaw comprehensive maintenance of computer systems, ensuring optimal hardware and software functionality.
- Engineered and sustained server infrastructure and server rooms across all managed buildings.
- Ensure smooth sorting operations
- Provided tier II remote support for proprietary UPS software to external customers. Assisted in SQL database configurations for the specific meters of each customer.
- Assisted in installation, configuration, troubleshooting, replacement, and maintenance of technology for package sorting. This included scanners, printers, high-speed label printers, wireless scanner and printer combos, PCs, laptops, cell phones, and more.
- Executed installation, configuration, and maintenance of proprietary UPS hardware and software systems (SSLAW, ALA, SPSF, etc.)
- Directed multi-state project initiatives, ensuring effective installation and configuration of proprietary UPS technology. Trained the employees on the new technology as well as the technicians, and assisted on the launch date to ensure a smooth transition to the new sorting technology.
- This position had many, many more responsibilities
Software Support Technician
Elavon
Knoxville, TN
05.2021 - 01.2022
- Supported converge software for both the customer side and the back end
- Facilitated remote support for customers in resolving issues related to credit card processing software and devices.
- Enhanced payment processing efficiency for small businesses and retail outlets, resulting in improved transaction speed. Achieved seamless integration of debit and credit card systems, boosting customer satisfaction and operational efficiency. Drove successful implementation of customized payment solutions, leading to increased client retention and loyalty.
- Some customers only used the Converge software to process payments
- Troubleshooted card readers both Bluetooth and wired
- Diagnosed and resolved networking issues for small businesses, including cell phones, desktops, laptops, and POS machines.
IT Help Desk Technician
Wakefield and Associates
Knoxville, TN
03.2019 - 12.2019
- Resolved technical issues for end-users, providing efficient support and maintaining high user satisfaction.
- Managed ticketing system to prioritize and track IT support requests, ensuring timely resolution.
- Conducted software installations and upgrades, optimizing user performance across various platforms.
- Provided training for new employees on IT systems and tools, enhancing overall team productivity.
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
Certified Technician
Staples
Oak Ridge, TN
02.2017 - 11.2017
- Diagnosed and repaired electronic devices (desktops, laptops, tablets, phones. Windows, Mac, iOS, Android,) to ensure optimal performance and customer satisfaction.
- Managed inventory levels, ensuring availability of necessary parts and supplies for repairs.
- Trained new technicians on equipment handling and repair processes to enhance team efficiency.
- Collaborated with sales staff to identify customer needs and provide tailored solutions.
- Maintained detailed records of repairs and services provided to track pricing for customers.
- Consistently met deadlines, effectively managing time and resources to complete tasks schedule.
- Performed comprehensive system analysis, identifying underlying issues before they escalated into major problems.
- Developed strong relationships with customers ensuring quality products at competitive prices.
IT Help Desk Technician
SAIC
Oak Ridge, TN
04.2013 - 02.2014
- Collaborated with cross-functional teams to troubleshoot hardware and software problems effectively.
- Developed and documented troubleshooting procedures, improving knowledge sharing within the team in our KB (Knowledge Base).
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
Education
Information Technology - Some College
Fountainhead College of Technology
Knoxville, TN09.2007
Skills
Hardware support specialist experience
Microsoft PowerPoint
Data entry
Driving
Active Directory
Software troubleshooting
Sales transaction processing
Attention to detail
Productivity software support
Managing technical support teams - Largest technical support team managed (11-15 team members)
Customer service
Email configuration (technical support)
Printer (troubleshooting support)
Software deployment
Cloud-based application support
TCP/IP
Virtualization
Linux
System performance monitoring
User training (technical support)
Windows
Computer networking
Jira
SharePoint
Operating system updates
System administration
Remote support specialist experience
IP networking
IT
Database software support
Operating systems
Operating system installation
Laptop (troubleshooting support)
Windows support
Writing skills
Intune
Network support technician experience
Order processing
Real-time systems
Live chat
Desktop support analyst experience
Network configuration
Developing technical user guides - Technical user guides developed (1-3 guides)
Interpersonal skills
Customer support
IOS
CentOS support
Working as an executive assistant
Mobile devices
Technical Proficiency
DOS support
Ubuntu support
Peripheral hardware support
Mobile device support
Computer operation
Account troubleshooting
Computer literacy
Technical troubleshooting support
Analysis skills
IT system monitoring
Mobile device management
Fedora operating system support
Customer issue escalation
Communication skills
Windows Server administration
Desktop support
Microsoft Excel
Server hardware support
Productivity software
DNS
Software maintenance
Utilities software support
VPN
Software installation
Storage device (troubleshooting support)
Network setup
Customer support ticket management
Restaurant experience
DHCP
Technical support - Technical support experience (6-10 years)
Computer skills
Cisco routers/switches implementation
Wireless networking
Identity & access management
IOS support
Data recovery
MacOS
Debian support
Network hardware support
Client interaction via phone calls
Computer hardware
Field IT support technician experience
Custom software application support
Active Directory management
HIPAA
VMware
Time management
Equipment troubleshooting
Planograms
LAN
ServiceNow
HR systems (technically supported)
Customer support technician experience
Task prioritization
Microsoft Office
System support analyst experience
Network monitoring tools
Network troubleshooting
IT support
Network routing
Network management
Terminal operations
Network switching
On-site technical support
Antivirus software support
POS systems
Web browser support
Certification
- Driver's License
- CompTIA A+
Languages
English
Timeline
Senior GTSG Technician (IT, Tier I and II)
UPS
03.2022 - 07.2025
Software Support Technician
Elavon
05.2021 - 01.2022
IT Help Desk Technician
Wakefield and Associates
03.2019 - 12.2019
Certified Technician
Staples
02.2017 - 11.2017
IT Help Desk Technician
SAIC
04.2013 - 02.2014
Information Technology - Some College
Fountainhead College of Technology