JEREMY HORNE
Elizabethtown,NC
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
IT Service Desk Analyst
Front-line Managed Services
08.2022 - Current
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Install technician
ADT
03.2022 - 07.2022
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
- Used hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
- Evaluated equipment to determine if it needed to be repaired or replaced.
- Maintained high level of safety when using hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
- Installed and configured new equipment and systems according to company standards.
- Educated customers about system upkeep and operations.
- Tested existing systems to find faults and locate malfunctioning components.
- Maintained schedule of up to three appointment per day.
- Created and maintained up-to-date records of all installed systems and equipment.
- Followed all company guidelines regarding safety procedures when out in field.
- Maintained updated knowledge of all equipment, products, and services to properly educate customers.
- Developed and implemented strategies for optimal performance and reliability of installed systems.
-
Dasher
Doordashing
12.2021 - 03.2022
- My responsibilities include delivering fast food and groceries to areas around lumberton or Fayetteville.
- Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Drove continuously during shifts, meet deadlines, and achieved high customer satisfaction ratings.
- Served customers promptly by smoothly collecting and delivering high volume of orders.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
- Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
- Developed and maintained professional relations between customer, store personnel, and company.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
- Addressed issues and resolved customer complaints to establish trust and reliability.
- Collaborated with restaurant staff or other food establishments to confirm orders and coordinate delivery times.
- Immediately addressed problems with customers to promote speedy resolution.
-
Field Technician
Ross IT Services
04.2021 - 12.2021
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Communicated with customers to provide updates, gather information and resolve issues.
- Collaborated with other field technicians to resolve complex technical issues.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Utilized safety practices with no complaints or accidents.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Read and interpreted technical manuals and schematics to understand systems design and operations.
- Tested systems, noting issues and completing preventive maintenance.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
-
PC TECHNICIAN
Evans Computer Solutions
07.2018 - 04.2021
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Implemented internal quality standards to secure electronic records integrity.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Recommended new and replacement hardware and software purchases.
- Recovered critical information from data back ups to restore functionality.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Set up and maintained user accounts and client access.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Updated and replaced outdated drivers and software for computers and office machines.
- Evaluated systems according to predetermined checklist and noted issues.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Restored data on computers and office machines.
- Assisted customers with technical support inquiries.
CUSTOMER LEAD, Customer Service Manager
Food lion
03.2014 - 06.2018
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Education
ASSOC - INFORMATION TECHNOLOGY & GENERAL OCCUPATIONAL TECHNOLOGY
Bladen Community College
Dublin06.2018
Skills
- Troubleshooting and Assistance
- Tracking and Documentation
- Desktop Support
- Organizational Skills
- Friendly and Patient
- Desktop Partitioning Software
- Data Recovery
- Collaborative Team Player
- Hardware and Software Configuration
- Support Ticket System Management
- PC Component Diagnostics
- Computer Hardware Knowledge
- Support End-Users
- Operation System Software
- Microsoft Windows and Office
- Computer Imaging
Timeline
IT Service Desk Analyst
Front-line Managed Services
08.2022 - Current
Install technician
ADT
03.2022 - 07.2022
Dasher
Doordashing
12.2021 - 03.2022
Field Technician
Ross IT Services
04.2021 - 12.2021
PC TECHNICIAN
Evans Computer Solutions
07.2018 - 04.2021
CUSTOMER LEAD, Customer Service Manager
Food lion
03.2014 - 06.2018
ASSOC - INFORMATION TECHNOLOGY & GENERAL OCCUPATIONAL TECHNOLOGY
Bladen Community College
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