Summary
Overview
Work History
Education
Skills
Military Service
Certification
Timeline
Generic

Jeremy J. Wyble

Cherokee Village,USA

Summary

Technologically-savvy professional with proven customer service, time management, and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions. Skilled in navigating complex technical environments with strong troubleshooting capabilities, adept at providing solutions to enhance system functionality, and providing user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and/or hardware. Improved response times and user experience through proactive support and training initiatives.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Facilities Support Specialist

Insight Global
Atlanta, GA
07.2022 - Current
  • Answer inbound phone calls regarding facilities issues and documenting reported events
  • Identified and responded to trends with alarms, defrosts, and work orders for refrigeration, HVAC, and lighting alert
  • Collaborated with internal teams to resolve escalated customer queries quickly.
  • Maintained positive working relationship with fellow staff and management.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Referred major hardware problems or defective products to vendors or technicians for service.
  • Assisted in the development of user training materials and FAQ documents.
  • Researched new procedures to improve employee experience and optimize operations.
  • Provided guidance to members of the team using technical knowledge and best practices.

Assistant Project Manager

AT&T WI-FI SERVICES (CONTRACTOR)
Austin, TX
01.2009 - 01.2012
  • Responsible for coordinating project tasks and resources for 14000+ customer stores of a Fortune 500 restaurant chain over a 3 yr period
  • Job duties included asset scheduling, communication with internal/external/3rd party management, maintaining multi-platform documentation, identifying problems within the project, and escalating issues to appropriate contacts
  • Plan, initiate, and manage information technology (IT) projects
  • Lead and guide the work of technical staff
  • Serve as liaison between business and technical aspects of projects
  • Plan project stages and assess business implications for each stage
  • Monitor progress to assure deadlines, standards, and cost targets are met
  • Worked closely with internal, external, and 3rd party management teams which insured timely and cost effective completion of tasks
  • Provided clear documentation of project tasks for the purpose of increased reliability of vendor performance tracking, process improvement, and accounting purposes
  • Coordinated with internal teams, contractors, and customers on scheduling of deliverables which resulted in greater on time completion of project tasks
  • Assisted internal team with project tracking, information verification, and fault analysis through use of various technical assets that lead to an effectual completion of assigned project
  • Proactively identified and escalated issues with processes, scheduling, assets, and documentation resulting in reduced overall costs of project
  • Created daily, weekly, and monthly data analysis reports for trending, cost, scheduling, and resource management purposes
  • Plan, organize, and direct activities concerned with the construction and maintenance of structures, facilities, and systems
  • Schedule the project in logical steps and budget time required to meet deadlines
  • Determine labor requirements and dispatch workers to construction sites
  • Inspect and review projects to monitor compliance with building and safety codes, and other regulations
  • Interpret and explain plans and contract terms to administrative staff, workers, and clients, representing the owner or developer
  • Direct and supervise workers
  • Study job specifications to determine appropriate construction methods
  • Select, contract, and oversee workers who complete specific pieces of the project, such as painting or plumbing
  • Requisition supplies and materials to complete construction projects
  • Prepare and submit budget estimates and progress and cost tracking reports
  • Develop and implement quality control programs
  • Take actions to deal with the results of delays, bad weather, or emergencies at construction site
  • Investigate damage, accidents, or delays at construction sites, to ensure that proper procedures are being carried out
  • Evaluate construction methods and determine cost-effectiveness of plans, using computers

Incident Management Coordinator

UNISYS CORPORATION
Austin, TX
01.2006 - 01.2009
  • Responsible for Incident detection, recording, classification, initial support, investigation, ownership, monitoring, and closure of critical high visibility issues impacting networks, servers, and applications
  • Responsibilities also included performing standard and ad-hoc reporting as needed
  • Performed Incident verification and recording of confirmed, or possible, outages reported from Account Contact and/or Service Desk to ensure issues were correctly diagnosed, resulting in reduction of downtime for customer
  • Gathered required information to effectively communicate incident details and determine severity of incident which ensured that issues were handled correctly and resolved with Service Level Agreement guidelines
  • Interacted with resolvers based on predefined Service Level Agreements through the life of the incident to receive event updates then communicating status changes to the Service Desk and customer
  • Contacted resolver groups based on escalation model, managed the events through life of incident, and insured master tickets were closed when incident was resolved which shortened the life of events and kept cost of incidents down
  • Compiled standardized daily and/or weekly snapshot reports that included the prior day incidents for each account
  • Provided ad-hoc reports requested by account Service Managers for non-standard reporting data
  • Provided daily standardized implementation review reporting for the first 2 weeks of a new account go-live date
  • Oversaw the daily performance of computer systems
  • Maintained records of daily data communication transactions, problems and remedial actions taken, and/or repair activities

Service Support Representative

UNISYS CORPORATION
Austin, TX
01.2001 - 01.2006
  • Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
  • Answered complex questions about installation, operation, configuration, customization, and usage of assigned products enabling customers to resume normal work operations in a timely manner
  • Applied basic diagnostic techniques to identify problems, investigated causes and recommend solutions to correct common failures
  • Escalated complex problems to the Remote Support Engineering staff or Field Engineering
  • Provided technical services to internal customers as well as a broad range of external client types

Education

Diploma -

Johnston High School
Austin, TX

Selected Technical Courses -

Texas State Technical College
Waco, TX

Skills

  • Troubleshooting and diagnostics
  • Technical operations optimization
  • Technical solution analysis
  • Technical assistance
  • Record keeping skills
  • Training and coaching
  • Technical background
  • Ticket management
  • Microsoft Office
  • Windows 10/11
  • Linux

Military Service

U.S. Marine Corps, Private, Infantry

Certification

Technician License

Timeline

Facilities Support Specialist

Insight Global
07.2022 - Current

Assistant Project Manager

AT&T WI-FI SERVICES (CONTRACTOR)
01.2009 - 01.2012

Incident Management Coordinator

UNISYS CORPORATION
01.2006 - 01.2009

Service Support Representative

UNISYS CORPORATION
01.2001 - 01.2006

Diploma -

Johnston High School

Selected Technical Courses -

Texas State Technical College

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Jeremy J. Wyble