Hi, I’m
JASON F. CHAPPEL
YPSILANTI,MI
Summary
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. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
16
years of professional experience
Work History
Barracuda Networks
Technical Support Representative
11.2018 - Current
Job overview
- Customer support of networked security servers/services
- Email Security
- Message evaluation and rule adjustment
- Sender/Recipient Blocking and allowance
- Antiphishing and spoof security
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Backup server
- CLI level log inspection and device configuration
- Local User Interface and Web interface configuration
- Firewall
- Firewall Rule adjustment
- VPN management
- Network and Source Interaction Troubleshooting
- User Management assistance
- Resolved diverse range of technical issues across multiple systems and applications for customers across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
B-D OPS, LLC
Technical Support – Level III
11.2007 - 10.2018
Job overview
- Remote Desktop and over the phone technical support, including escalated support for issues not resolved by level I support
- Software maintenance and troubleshooting, including: OS installation, HDD encryption, AV and Anti-Malware integration, Browser support, MS Office setup and support, and Proprietary software
- Hardware maintenance and troubleshooting, including: Modem and Router troubleshooting, Printer installation and support, HDD data recovery
- Peer-to-peer networking, both wired and wireless
- Email account and domain setup and maintenance - internet (IMAP/POP3) and MS Exchange Project support for mass software distributions and setups
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Washtenaw Community College , Ypsilanti, MI
Associate of Applied Science from Computer Systems and Networking
05.2022
Skills
- 25 years of experience in customer service related positions
- 15 years of experience in technical support related positions
- AAS in Computer Systems and Networking
- Rapid assimilation of unfamiliar situations and practices
- Advanced problem-solving capabilities
- Effective verbal and written communications skills
- Dedicated work ethic with a friendly demeanor
- Works well with projects and deadlines
- Capable of working both individually and as part of a group
- Flexible and Adaptable
- Analytical and Critical Thinking
- Attention to Detail
Timeline
Technical Support Representative
Barracuda Networks
11.2018 - Current
Technical Support – Level III
B-D OPS, LLC
11.2007 - 10.2018
Washtenaw Community College
Associate of Applied Science from Computer Systems and Networking
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