Jesse Werts
Middletown,Ohio
Summary
I am a Full-Service Computer Technician with over 10 years of experience. I have worked for multiple different help desks and proven myself to climb to the top of each. I am confident with my expertise in help desk environments, assisting both employees and customers with technical issues. I have excellent diagnostics and repair abilities, strong attention to detail and a methodical approach. I am also a hardworking and passionate job seeker with strong organizational skills eager to help a team achieve any goals.
Overview
10
10
years of professional experience
Work History
Computer Technician
NextStep Networking
07.2023 - Current
- At NextStep Networking, I provide first-level user support to NextStep clients, as of the time of writing this I support 7 onsite clients and I am the sole Technician for 4 of these as well as working with 8 different remote clients
- This support can range from desktop support to routine network administration as well as taking incoming requests from these various clients while also providing additional support
- I also have a shared responsibility for after-hours support which will include 'on-call' evening and weekend shifts for the above-mentioned clients
- Alongside this, I also work with new hires on the NextStep team and get them up to speed with everything while also supporting or answering all the questions they have through the week as sort of a trainer/mentor
- Started working on doing some project management with some of our clients either moving to a cloud-based server from a physical as well as one major client moving them off an exchange server for email and to just O365.
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Enhanced system performance by conducting regular software and hardware updates.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Recommended new and replacement hardware and software purchases.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Performed routine maintenance on computer systems, ensuring optimal performance and extending the life of equipment.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
IT Engineer
NWN Carousel
10.2021 - 07.2023
- With NWN Carousel I work with over 13 clients all with different scopes of support ranging from Windows or Microsoft issues, or issues with hardware like printers, scanner, bluetooth devices or even some servers
- Currently, I take inbound calls from the multiple different clients all with different environments and protocols, and SLAs to follow as well as multiple different ticket systems across them
- I take very detailed notes as we go through the call and ensure the user understands what is going on at all times leaving little to no dead air time
- When calls are slow, I work on our E-Tickets or work with some of the new hires on their tickets as well as keep an eye on our chats to ensure everyone is helped out.
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
- Led a team of junior engineers in successful project execution while fostering a positive working environment that encouraged professional growth.
Hardware Technician
Reynolds and Reynolds
09.2018 - 10.2021
- At Reynolds and Reynolds, I took incoming calls from car dealership employees all across the US and Canada
- I would assist the caller with any type of hardware technical issue they may have with a printer or a scanner to jams or a sensor not working, as well as any issue with the software that Reynolds and Reynolds used or Windows settings
- I also worked with the servers customers have that may be showing an error or needing a backup run on them
- I would take detailed notes on what is said and the steps taken to resolve the issue during the call
- I would also guide users through the software Reynolds and Reynolds has for new users or if callers have questions about certain applications and how things are down after an update.
Tier 2 Tech Support Supervisor
Startek
05.2015 - 09.2018
- At Startek I worked with one of their top contracts for a local ISP provider
- I started as just a level 1 IT support agent to help customers with any tech issue they had with their home phones, internet, and TVs
- After 5 months I became an Elite Care Specialist which adds the sales and service department to my role, I then helped with billing questions and issues, as well as setting up orders for service and fixing orders
- By the end of my 1st year, I became a Red Hat, which involved me walking around helping other specialists with their calls and any issue that the system may have or their Citrix system freezing or phone issues
- For a few months, I was an Interim Trainer and taught 3 classes each lasting 10 weeks of a class size of 20 to 30 people
- I ended my time with Startek as a tier 2 tech support specialist, I worked on tickets that needed to be taken care of in a timely matter that are escalated to us because the process of tier 1 couldn't fix the issue or did not have the proper access to the back end software
- I would also take escalated calls from customers that demand a supervisor for any tech issue or complaint about a billing issue that couldn't be resolved by level 1 support.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Education
Associate degree - Cyber Security and Forensics
Fortis College
12.2013
High School diploma -
Northridge High
07.2012
Skills
- Time management
- Technical Support
- Hardware Support
- Problem-Solving Skills
- Critical Thinking Skills
- Flexibility
- Organization Skills
- Communication Skills
- Emotional Intelligence
- Attention to Detail
- Responsibility
- Software troubleshooting
- Analytical skills
- Installation and maintenance on Windows
- Microsoft Office
- Active Directory
- Group Policy
- VPN
- Account management
- Network Support
- Remote access software
- System administration
- SaaS
- Microsoft Windows Server
- Data collection
- Microsoft Azure
- Jira knowledge
- Agile/Scrum knowledge
- Computer Assembly
- Desktop and laptop installations
- Computer Troubleshooting
- Installation and Repair
- Software Installation
- System Upgrades
- Printer setup
- User Training
- Data Recovery
- Virus Removal
- Wireless Networking
- Network Administration
- Apple iOS
- Relationship Building
- Backup Management
- Server maintenance
- Telephone Etiquette
- Software Licensing
Languages
Japanese
Timeline
Computer Technician
NextStep Networking
07.2023 - Current
IT Engineer
NWN Carousel
10.2021 - 07.2023
Hardware Technician
Reynolds and Reynolds
09.2018 - 10.2021
Tier 2 Tech Support Supervisor
Startek
05.2015 - 09.2018
Associate degree - Cyber Security and Forensics
Fortis College
High School diploma -
Northridge High