Jeremy Jackson
Raleigh,NC
Summary
Technology-driven IT Support Specialist who integrates technical acumen with problem-solving expertise to expand IT operations with 6 years of experience. Solid knowledge in information system and communication network maintenance, installation, troubleshooting, administrative support, and user management. Highly effective team player, with proven success in quality control, customer service, technical support, and operations analysis.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Specialist
EECo - Electrical Equipment
06.2023 - Current
- Installation of laptop, desktop, desk phones and mobile devices, and IT-related peripherals; includes imaging, profile configuration, and network connectivity.
- Installed software on laptops, desktops, and mobile devices.
- Performed troubleshooting, maintenance and issue resolution related to laptops, desktops, desk phones, and mobile devices.
- Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.
- Managed tasks related to off boarding of separated employees; includes account deprovisioning and equipment retrieval.
- Managed assigned tickets within ITSM ticket queue; resolved and closed assigned tickets within agreed upon service levels to ensure high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels.
- Assisted with major (Priority 1) incidents including issue definition, action plan and success criteria. Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
- Maintained adherence to organization Information Security policies and procedures.
- Attended weekly cross training to stay abreast of current technologies, trends, and directions.
Service Advisor
Leith Honda
05.2022 - 06.2023
- Managed workflow with ~400 customers daily
- Discussed solutions and drew up plans for the best deal for customers' repair needs, maintaining 95% client satisfaction rate
- Trained 5 junior service advisors, introducing the specific company approach, specialized tools, and operational systems through the use of a 6- week program, resulting in the successful completion of their training by all 5 advisors
- Helped increase sales volume by 20% from previous year, achieving a 25% increase in average order value
- Ensured customer service levels maintained within targeted parameters by tracking open and closed calls, total labor time and parts usage.
Material Handler/Supply Chain Specialist
Ceva Logistics INC
06.2021 - 04.2022
- Regulated cycle count procedures and organized over 320 pallets per day,increasing efficiency by 20%
- Procured and distributed materials for projects by writing and tracking purchase orders, communicating with suppliers and vendors, and researching lead times using the data found in the ERP system
- Oversee strategic procurement activities, enhance production scheduling to meet service level requirements, and manage a $5M annual department budget
- Coordinate cross-functionally with production, engineering, QA, and R&D teams to qualify and identify new suppliers for raw materials and perform negotiations to drive a 30% reduction to procurement costs
- Conduct production planning, oversee inventory control, utilize ERP systems to enhance business operations, and perform demand forecasting for customer orders
- Established inventory targets, stock level and risk mitigation targets and managed flexibility strategy to optimize inventory.
Assistant Store Manager
Sheetz, INC
04.2020 - 04.2021
- Increased regional management standards by 15% by guiding supervisors and sales teams to prioritize standard operating procedures, and dailypercentage margins, resulting in a regional net profit increase of $45K
- Handled and maintained operating equipment via compliance enforcement, training, and preventative maintenance
- Improved customer management systems by implementing metrics to measure efficiency, scheduled team meetings for employee feedback, andtrained staff to improve customer service resulting in a 10% increase in customer base and a 25% increase in POS sales by implementing product up-selling strategies
- Managed and improved team performance by conducting interviews, hiring, training, mentoring/coaching, and evaluating performance of all newhires.
Technical Support Specialist
Hinge Health, Ohio
12.2017 - 08.2020
- Resolved customer inquiries and technical issues with an average resolution time of 15 minutes and a customer satisfaction rating of over 98%
- Provided assistance to customers with troubleshooting and technical support, via email, telephone, and video conferencing, increasing thedepartment's first-contact resolution rate from 80% to 90% and reducing the average time per call by 15%
- Assisted customers in navigating the product interface, answering their queries and achieving a reduction of 30% in the number of customercomplaints
- Assisted customer with over 1,500 issues related to website hosting, creating content, and server management
- Providing onsite/remote service toend user clients
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after more than 4 hours of time spent on a single ticket by submittingan escalation ticket through the support desk ticketing system.
Tier 2 Helpdesk Support Specialist
ACS, Xerox
05.2013 - 03.2017
- Managed Active directory database for over 1000 users, implemented security policies and procedures according to information assurancerequirements
- Implemented efficient ticketing system to monitor incoming tech support tickets, track and troubleshoot computer-related problems (internet,email, TCP/IP, OS, networking, and routers to troubleshoot hardware/software configurations) for internal and external clients resulting in anincrease in client satisfaction from 53% to 83% and a decrease in calls to the helpdesk by 50%
- Patched software and installed new versions to eliminate security issues and protect data
- Analyzed code, evaluated metrics, and assists support by configuring hardware, devices, and software to set up stations for employees
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports
- Improved SLA on issue resolution time by 15% and customer satisfaction level by 45%.
Education
Bachelor of Science - Information Technology
Western Governors University College
Salt Lake City, UT2025
Skills
- Hard Skills: Soft Skills: Attention To Detail, Multi Tasker, Problem Solving , Creativity, Teamwork Technical Skills: Data
- Analysis, Language Programming Hard Skills: Computer Software Knowledge, Data Analysis, Computer Programming Hard
- Skills: Structured Query Language, Customer Service
- Technical Skills: TCP/IP, DHCP, DNS, MYSQL
Certification
N/AN/ACCNA - Cisco Certified Network AssociateLinuxMySQLBusiness Analytics with ExcelData Analyst | 2023Data Science with Python | 2023
Timeline
IT Support Specialist
EECo - Electrical Equipment
06.2023 - Current
Service Advisor
Leith Honda
05.2022 - 06.2023
Material Handler/Supply Chain Specialist
Ceva Logistics INC
06.2021 - 04.2022
Assistant Store Manager
Sheetz, INC
04.2020 - 04.2021
Technical Support Specialist
Hinge Health, Ohio
12.2017 - 08.2020
Tier 2 Helpdesk Support Specialist
ACS, Xerox
05.2013 - 03.2017
Bachelor of Science - Information Technology
Western Governors University College
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