Jerry Porter
ALLEN,OK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Application Support Analyst
The Chickasaw Nation
01.2017 - Current
- Participated in on-site requirements gathering sessions.
- Used Footprints and ServiceNow to track, maintain and update trouble tickets.
- Collaborated with developers, analysts and business analysts to expedite incident resolutions.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Built numerous online forms to pull into our CNIQ application.
- Built and maintained templates for our services in CNIQ.
- Supported end-users in navigating multiple applications, guiding them through features and functions while troubleshooting issues as needed.
Senior Support Specialist
LegalShield - One Pre-Paid Way
05.1999 - 05.2024
- Managed high-volume support tickets while maintaining excellent customer service.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
Work Order Coordinator
People's Electric Cooperative
01.2014 - 01.2017
- Worked with members to receive permission to build power lines across their property.
- Worked on a 26 mile project to tie substations together to allow power to be routed from elsewhere to keep outages to a minimum.
- Assisted Construction Line Engineers in staking power lines to run power to members.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
- Double-checked member orders and information before filling out order forms to prevent unnecessary delays and errors.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
Education
Bachelor of Science - Organizational Leadership
East Central University
Ada, OK05.2015
Associate of Arts -
Seminole State College
Seminole, OK07.2012
Skills
- Log Analysis
- Customer Support
- Ticket management
- Software Installation
- Incident Management
- Application Development
- Product Development
Timeline
Application Support Analyst
The Chickasaw Nation
01.2017 - Current
Work Order Coordinator
People's Electric Cooperative
01.2014 - 01.2017
Senior Support Specialist
LegalShield - One Pre-Paid Way
05.1999 - 05.2024
Bachelor of Science - Organizational Leadership
East Central University
Associate of Arts -
Seminole State College