Jetro Sepe
SW/App/Cloud Tech Support Specialist
Fairfield,United States
Summary
A+ Certified and over 20 years of experience in customer service and desktop support positions. Specialties: PC hardware & software diagnostics and repair. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert [Software] and [Software] user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. 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. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Qualified Advanced Technical Support Specialist with 20+ years of helpdesk and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
SW/App/Cloud Tech Support Specialist
Accenture
12.2021 - Current
* serves as technical lead and point of contact for SD/RTS/LTS supports, particularly remote support team.
* have been an active contributor in building a technical knowledge base that is being followed and implemented through the service desk and local technology support to assist our end-users.
* provide technical assistance to the business partners and end-users.
* assisted the support desk in proper resolution of technical issues.
* created and shared solution to many technical issues that could have potentially caused work stoppage and unnecessary business critical issues.
* part of many pilot projects, such as lts-reimagine and virtual support team.
* part of the workstation pilot team that tested Windows 11 before deploying to all end-users.
* regularly assisting in providing support assistance with V&A enablement.
* implemented many process changes to improve the customer service experience for the end-users.
* one of the original member of the Virtual Support Team that assist end-users remotely.
*provided automated fixes and solutions that have been used across North America.
SW/App/Cloud Tech Support Sr Analyst
Accenture
10.2019 - Current
* Provides technical assistance on both onsite and remote using ServiceNow ticketing. * Maintained an extremely high level of customer satisfaction with combination of technical skill * Deployment, configuration, refresh and repair of MACBOOK, HP, DELL and Lenovo laptops. * Supporting and troubleshooting both MAC OSX and Windows 10. * Providing technical expertise and assistance to the Tech Bar/ Genius Bar for all walk-in employees. * Providing technical expertise and assistance in facilitating Tech Enablement to New Joiners. * Provide remote support to WFH employees during the pandemic using LogMeIn. * Providing technical expertise and assistance as a Help Desk volunteer for the Commonwealth of Massachusetts- Covid19 project. * Actively participating on various high value projects involving Ventures & Acquisitions. * Part of the LTS-Reimagined project that help in training the service desk to be able to handle all tickets that can be resolved remotely so LTS can concentrate on HIGH VALUE SERVICES.
IT Customer Service Representative
ETeam/Accenture
07.2019 - 09.2019
* Provides technical assistance on both onsite and remote using ServiceNow
ticketing.
* Maintained an extremely high level of customer satisfaction with combination
of technical skill
* Deployment, configuration, refresh and repair of MACBOOK, HP, DELL and
Lenovo laptops.
* Supporting and troubleshooting both MAC OSX and Windows 10.
* Providing technical expertise and assistance to the Tech Bar/ Genius Bar for
all walk-in employees.
Computer Support Coordinator
BART / Search Pros
11.2018 - 06.2019
* Provides technical assistance on both onsite and remote using Remedy
Force ticketing.
* Maintained an extremely high level of customer satisfaction with combination
of technical skill, both remote and onsite, and exceptional customer service.
* Assisted in cleaning up and resolving aging Remedy Force tickets.
* Supporting and troubleshooting VDI Thin Clients and VMWare Horizon.
Sr. Help Desk Analyst
National Mortgage Insurance Corporation - "National MI" -KForce
06.2018 - 09.2018
* Processed onboardings of new hire and employees and creation of accounts
and access.
* Built, repaired and maintained computers, both Lenovo laptops and desktops
* Maintained an extremely high level of customer satisfaction with combination
of technical skill, both remote and onsite, and exceptional customer service.
* Provides technical assistance on both onsite and remote using Remedy force
ticketing.
* PC deployments for new hire associates.
* PC recoveries from outgoing associates.
* Documented some process and procedure to help bringing new members up
to speed.
* Data back-up and recovery.
* Completed PC Refresh project for 60 people within 3 months alone that has
been pending prior to me joining the team.
* Created a process to repair broken SCCM clients to 20 users working
remote. Currently assigned to complete more remote users that have broken
SCCM clients.
* Have been given another project of completing refresh/replacements of Cisco
VPN phones for at least 60 remote users using Cisco Unity and Akkadian.
* Directly involved with the Imaging and Infrastructure team in the successful
testing and deployment of the Zero Touch Windows 10 image.
* Upgraded developer's hard drives. Partitioned, imaged, configured and
installed applications, such as Altova, Java SDK and JRE, Encompass,
WinSCP and many more.
* Provides support to end-users using various admin tools, such as Active
Directory, SCCM, Adaptive Insights, SharePoint, Salesforce and many more.
Site Lead Desk Side Support Technician
Pomeroy IT Solutions
03.2008 - 06.2018
Directly responsible in mentoring 11 desk side technicians from 5 different
sites in meeting SLA in PC refresh, deployments, recoveries, IMAC & breakfix.
CRE Laptop Support Technician
ITP Consulting/ Bank Of America
05.2007 - 03.2008
Desktop Support Technician. Have done repairs and deployments of laptops
for the entire region.
Sr. Customer Service Engineer
DecisionOne
04.2006 - 04.2007
Desktop support for all desktops and laptops. Did repairs for all KIOSKS used
by United Airlines at the SFO airport.
Education
A+ Certified, software, desktop and laptop repair -
Comptia A+
Aircraft Maintenace - undefined
PATTS
Skills
- PC hardware
- Computer Hardware
- Hardware and Software Repair
- LAN and WAN Assessment
- Training Material Development
- Service Desk Team Management
- Computer Hardware Knowledge
- Support SOP Writing
- Supporting VoIP
- Inventory Procedure Documentation
- Collaborative Team Player
- Software Debugging
- Microsoft Active Directory
- Organizational Skills
- Data Connectivity
- Hardware and Software Configuration
- Hardware Repair
- Compatibility Testing
- Access Management Software
- Process Validation
- Issue Research
- Corrective Actions
- Friendly and Patient
- Technical Instruction
- VPN Configurations
- Hardware Evaluation
- Application Installation
- Support End-Users
- System Performance Assessments
- Employee Computer Support
- Local Area Network (LAN) Engineering
- Diagnose Faults
- Performance Optimization
- Desktop Partitioning Software
- Data Retention Deployment
- Auditing Service Requests
- Component Replacements
- Customer Communication and Empathy
- Workforce Planning
- Desktop Component Repair
- Account Management
- Remote IT Implementation
- Creative Issue Resolution
- Analytical and Methodical
- Onsite Installations
- Software Evaluation
- Issue and Resolution Tracking
- Microsoft Internet Explorer
- Computer System Diagnostics Software
- Setup and Installation
- Troubleshooting Network Issues
- Technical Presentations
- Bug Fixes
- Hardware Upgrades
- Technical Support and Assistance
- Defect Analysis and Resolution
- Case Support
- Computer Configurations
- Documenting Calls
- Resolve Technical Problems
- System Provisioning
- First Level Support
- Microsoft Windows and Office
- User Experience
- Remote Technical Assistance
- Tech Support
- VMware Virtualization
- Troubleshooting and Diagnosing
- Accurate Documentation
Languages
- English
- Filipino
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
SW/App/Cloud Tech Support Specialist
Accenture
12.2021 - Current
SW/App/Cloud Tech Support Sr Analyst
Accenture
10.2019 - Current
IT Customer Service Representative
ETeam/Accenture
07.2019 - 09.2019
Computer Support Coordinator
BART / Search Pros
11.2018 - 06.2019
Sr. Help Desk Analyst
National Mortgage Insurance Corporation - "National MI" -KForce
06.2018 - 09.2018
Site Lead Desk Side Support Technician
Pomeroy IT Solutions
03.2008 - 06.2018
CRE Laptop Support Technician
ITP Consulting/ Bank Of America
05.2007 - 03.2008
Sr. Customer Service Engineer
DecisionOne
04.2006 - 04.2007
A+ Certified, software, desktop and laptop repair -
Comptia A+
Aircraft Maintenace - undefined
PATTS
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