Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Jerry Walker

Jacksonville,Florida

Summary

Knowledgeable Senior Technical Support professional with a background in technical support. Proven ability to solve complex technical issues and improve customer satisfaction. Demonstrated expertise in troubleshooting software and hardware problems and providing timely resolutions. Highly collaborative, with a strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability. Assist in overseeing technical projects, ensuring the delivery of high-quality services and products that align with our strategic goals.

Overview

9
9
years of professional experience

Work History

Senior Tech Support/Account Manager

PAX Technology
08.2018 - Current
  • Provide phone chat, email, and direct IT support to both internal and external clients
  • Troubleshoot all information technology issues, including software, hardware, and networking
  • Assist in the management of Active Directory Information, ensuring accuracy and regular updates
  • Install and update desktops, laptops, peripherals, and related software
  • Assists host processors, ISOs, and merchants with various hardware and software issues.

401k Specialist Rep !!

Bank of America/Merrill Lynch, Pierce, Fenner & Smith Inc
01.2018 - 08.2018
  • Manage records of distribution and contribution.
  • Record loans and prepare necessary documentation.
  • Track and log trades and other investment activities.
  • Manage and prepare quarterly and annual valuations.
  • Prepare annual reports as well as 5500 forms.
  • Understand Employee Retirement Income Security Act (ERISA) rules and
  • Internal Revenue Service (IRS) plan documents.
  • Develop sales presentations for prospective clients.
  • Educates account holders on taxes and liabilities within accounts

Account Service Representative III

ADT Security Services
07.2016 - 10.2017
  • Processed credit adjustments on customers account when necessary
  • Provides accurate account information on all customer accounts with appropriate research
  • Utilized tools and sales techniques to retain customers who wanted to cancel their service
  • Efficiently and accurately enters and maintains all customer account data and activity
  • Answered all questions to assist customer with finding the best priced alarm system

Education

Associate of Arts -

Florida State College of Jacksonville
Jacksonville, FL
07.2025

High School Diploma -

Andrew Jackson Senior High School
Jacksonville, FL
06.2012

Skills

  • Customer Service
  • Technical Support
  • Software Troubleshooting
  • IT Support
  • Technical troubleshooting
  • Remote IT implementation
  • Remote support
  • Incident management
  • Application installations

Training

  • Customer focus & orientation — Familiar
  • February 2022
  • Responding to customer situations with sensitivity
  • Full results: Familiar
  • Basic computer skills — Proficient
  • March 2022
  • Performing basic computer operations and troubleshooting common problems
  • Full results: Proficient
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Timeline

Senior Tech Support/Account Manager

PAX Technology
08.2018 - Current

401k Specialist Rep !!

Bank of America/Merrill Lynch, Pierce, Fenner & Smith Inc
01.2018 - 08.2018

Account Service Representative III

ADT Security Services
07.2016 - 10.2017

Associate of Arts -

Florida State College of Jacksonville

High School Diploma -

Andrew Jackson Senior High School

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