Jeremy Lewis
Uber Inc
Dallas,TX
13
years of professional experience
Technical Support Professional with 10+ years of troubleshooting hardware, software, and network tickets in high-volume enterprise environments. Proven record of streamlining onboarding and administrative best practices, strategizing operational efficiency, and achieving an exceptional customer satisfaction score of 98% from internal and external clients.
Work History
Driver
2 Years 5 Months- Achieved and maintained a 5.0 customer rating, completing over 6,000 rides throughout the DFW metroplex.
Support Specialist (Contingent)
3 Months- Resolved an average of 50+ inbound support tickets daily, achieving a 95% customer satisfaction rating while adhering to SLAs.
- Performed remote troubleshooting on hardware and software issues, significantly reducing escalations to Tier 2 support.
- Installed, configured, and managed deployment for end-user laptops, desktops, and peripherals.
- Identified root causes of recurring user issues, implementing process improvements that reduced customer response delays by 42%.
Technical Support Specialist & Site Coordinator
4 Years 10 Months- Resolved and triaged tickets based on global SLAs in North America, South America, APAC, and EMEA regions serving 16,000+ associates.
- Spearheaded weekly comprehensive global onboarding virtual training for diverse employee groups, including executive leadership and large-scale intern cohorts of 2000+.
- Composed and reimagined technical Knowledge Base guides (FAQs and SOPs) while ensuring interactions were accurately documented, assigned, and communicated to cross-functional teams, reducing support tickets by 20%.
- Optimized equipment utilization and performance in the U.S. through efficient workload management, device repair, network administration, and strategic deployment of IT assets.
Senior Sales Consultant and Mentor
1 Year 11 Months- Surpassed dealership average by 54% with an average of 25 vehicles monthly sales.
- Achieved a Customer Satisfaction Index (CSI) average of 94%.
Library Technical Assistant
2 Years 9 Months- Provided support for internet service and connectivity-related issues pertaining to Windows and MacOS operating systems, browser configuration, and WEPA cloud printing kiosks.
- Resolved connectivity, hardware/software issues for 800+ faculty members and students.
- Accelerated operational efficiency by training library staff of 9 on essential technical skills.
- Led catalog-classification conversion project of 50K+ items across 4 campuses.
Education
Bachelor of Science - Human Resource Management
CompTIA IT Support Training
Cisco Python Essentials
Skills
Technical Support & Troubleshooting
CompTIA A+
Remote Desktop Support
Networking
TCP/IP
DHCP
DNS
LAN
WAN
VPN
ITSM
Active Directory
Windows 7-11
Windows Server
VMware
MacOS
IOS
Android
VoIP
A/V
Printers
Asset Management
Incident Management
Cloud & SaaS Technologies
Microsoft Azure Cloud Computing
Intune Endpoint Management
Office 365
Amazon Web Services
Apple Mobile Device Manager
Google Workspace
IGEL DaaS
WEPA Cloud Printing
Workspace One Unified Endpoint Management
Collaboration & Business Tools
ServiceNow
Beamery ATS
Bomgar/Beyond Trust Remote Support
CarWars Call Tracking
Timeline
Support Specialist (Contingent)
Concentra
03.2026 - 06.2026Read More
Driver
Uber Inc
03.2024 - CurrentRead More
Technical Support Specialist & Site Coordinator
Gartner Inc
04.2019 - 02.2024Read More
Senior Sales Consultant and Mentor
CarMax
06.2016 - 05.2018Read More
Library Technical Assistant
Hinds Community College
09.2013 - 06.2016Read More
University of Southern Mississippi
Bachelor of Science from Human Resource Management
Read More
PerScholas Dallas
CompTIA IT Support Training
Read More
PerScholas Dallas
Cisco Python Essentials
Read More