Microsoft Office
Jevin Roche
Clifton Park
Summary
Accomplished in team leadership and technical issues analysis, I significantly enhance team performances and customer satisfaction throughout work experience. Leveraging skills in staff training, strategic planning, I drove sales growth and operational efficiencies, embodying a commitment to excellence and innovation.
A professional with proven track record of resolving technical issues efficiently and effectively. Known for strong focus on team collaboration and achieving results. Proficient in troubleshooting, customer support, and adapting to changing needs.
Overview
9
9
years of professional experience
Work History
Seafood Manager
Restaurant Depot
01.2016 - 05.2018
- Prepared and placed seafood cuts and products in display counter to appeal to customers.
- Created clean and inviting appearance for fresh seafood cases to encourage sales.
- Managed daily work schedules for seafood staff.
- Streamlined inventory management for increased efficiency and reduced waste.
- Managed budgeting and pricing strategies to maximize profitability without compromising quality.
- Established performance benchmarks for staff accountability, resulting in improved productivity levels across the department.
- Increased sales volume by implementing targeted marketing initiatives and seasonal promotions.
- Oversaw daily operations, ensuring proper staffing levels, efficient workflow, and timely order processing.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Perishable
Restaurant Depot
09.2016 - 05.2018
- Adhered to food safety regulations, ensuring proper storage conditions for all perishable items at all times.
- Coordinated efforts with other departments when necessary to address cross-functional challenges or opportunities related to perishable merchandise management.
- Streamlined restocking process, utilizing handheld devices to update inventory data efficiently while working on the sales floor.
- Implemented company merchandising guidelines to maintain a visually appealing store layout.
- Reduced shrinkage by accurately logging damaged or outdated merchandise for proper disposal.
- Supported sales promotions by setting up attractive displays in a timely manner.
Help Desk Support Specialist
CMA
05.2018 - Current
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Offered assistance in implementing and developing training programs.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Streamlined help desk operations for increased efficiency and improved response times.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
- Maintained project documentation, including test plans, test cases, and defect reports to facilitate knowledge transfer among team members.
- Provided timely feedback to developers on identified issues, enabling rapid resolution of bugs before launch deadlines.
- Successfully identified critical issues during smoke tests, ultimately reducing potential risks in production environments.
- Supported post-release activities including troubleshooting customer-reported issues and coordinating with the development team for quick resolutions.
- Documented testing procedures for developers and future testing use.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Education
Advanced High School Diploma -
Shenendehowa
Clifton Park, NY07-2008
No Degree - Physical Education Teaching And Coaching
Hudson Valley Community College
Troy, NY08-2010
Skills
- Team leadership
- Staff management
- Staff training and development
- Coaching and mentoring
- Strategic planning
- Customer service expert
- Technical issues analysis
- Sales management
- Application support
- Security protocols
- Ticketing systems
- Report creation
Accomplishments
- Supervised teams of 5-12 staff members.
- Achieved highly efficient Help Desk through effectively helping lead high priority task, coaching and training new staff members, and creating a balanced work efficient philosophy.
- Proficient in QA testing
- Proficient in Production release standards
- Proficient in Technical writing skills
- Instrumental in NJ Vendor program planning/execution
- Trained/coached 6 new Help Desk employees at CMA
- Current Lead for Help Desk
Software
Salesforce Remedy
BMC Helix
Microsoft Teams
Azure Devops
Desktop Application
RSAT: Active Directory
Call Center Agent
Timeline
Help Desk Support Specialist
CMA
05.2018 - Current
Perishable
Restaurant Depot
09.2016 - 05.2018
Seafood Manager
Restaurant Depot
01.2016 - 05.2018
Advanced High School Diploma -
Shenendehowa
No Degree - Physical Education Teaching And Coaching
Hudson Valley Community College