Jeremy Wigenton
Washington,DC
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Technician II
Melnor Inc
04.2024 - Current
- Maintained over 100 endpoints including Mobile Devices, Workstations, and Servers.
- Help implement SAP Business One, StarShip, TrueCommerce, and Lisa WMS.
- Implemented SSO on various systems to improve security and to decrease the volume of password reset tickets.
- Maintained and Secured Microsoft 365 Hybrid Environment.
- Linux Administration on multiple servers used to support business operations.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
Service Desk Coordinator
Inspyr Solutions
03.2023 - 04.2024
- Improved communication between the service desk team and clients through clear documentation and regular updates on issue status.
- Maintained accurate records of all service desk activities, enabling data-driven improvements to operations.
- Managed the prioritization of service requests, ensuring timely completion of critical tasks.
- Supported company-wide system upgrades by coordinating with IT teams and communicating potential impacts on end users.
- Reduced downtime for users by providing effective remote technical support when needed.
- Implemented service desk best practices, improving overall team performance and productivity.
- Completed calls under the team average.
Service Desk Technician
Randstad
10.2022 - 03.2023
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Reduced downtime by proactively identifying and resolving technical problems.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
Service Desk Analyst
Human Touch LLC
10.2021 - 10.2022
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
Technical Support Representative
Alorica
04.2021 - 10.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
Associate of Applied Science - Information Systems Technology
Northern Virginia Montessori Institute
Ashburn, VA12.2024
Skills
- Hardware Installation
- Software configuration
- System Administration
- Network Maintenance
- IT Documentation
- IT Asset Management
- Wireless Networking
- User Training
- Data Recovery
- Software deployment management
- Mobile fleet management
- Incident Management
Certification
Comptia A+
Comptia ITF+
ITILv4
AZ-900
SC-900
Google IT Support Certificate
Timeline
IT Technician II
Melnor Inc
04.2024 - Current
Service Desk Coordinator
Inspyr Solutions
03.2023 - 04.2024
Service Desk Technician
Randstad
10.2022 - 03.2023
Service Desk Analyst
Human Touch LLC
10.2021 - 10.2022
Technical Support Representative
Alorica
04.2021 - 10.2021
Associate of Applied Science - Information Systems Technology
Northern Virginia Montessori Institute