Active Directory
Jeremy Gustin
Valley Springs
Summary
As a dedicated Help Desk Technician with over 10 years of experience in delivering exceptional technical support and customer service, I excel at diagnosing and resolving complex IT issues while maintaining a friendly and professional demeanor. My commitment to staying current with industry advancements ensures I provide innovative solutions that enhance operational efficiency. I am seeking a challenging new opportunity where I can leverage my skills in networking, troubleshooting, and system management to drive a positive impact within your team.
Overview
8
8
years of professional experience
Work History
Help Desk Technician
Community Hospice & Health Services
09.2021 - 12.2024
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided end-user troubleshooting and desktop support.
- Responded promptly to emails, phone, and in-person inquiries, providing exceptional customer service.
- Performed user account provisioning, including adds, moves, and changes
- Administered Office 365 Exchange mailboxes and user accounts
- Maintained and kept the knowledge base current
- Executed maintenance and updates on all organizational devices to ensure optimal performance.
- Oversaw and manage multiple company databases and software to facilitate seamless operations.
- Maintained and set up audio/video equipment for meetings and events.
- Managed mobile devices through Mobile Device Management (MDM) systems.
- Provide 24/7 on-call support for emergency IT events.
- Manage company badge databases and permissions across multiple buildings.
- Coordinate with various vendors to maintain external systems.
Call Center Agent
Crosslink Professional Tax Service
12.2016 - 05.2020
- Handled incoming customer calls and offer assistance focusing on customer satisfaction.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Assisted tax experts in detecting errors in tax returns.
- Installed software over a network to multiple systems.
- Created and resolve internal tickets to improve products.
- Took over escalated calls with professionalism and empathy.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
Education
Certificate of Completion - PC Support Specialist
Asher College
SacramentoSkills
- Remote system analysis
- Issue resolution
- On-Site Repairs
- Technical support triage
- Software updates
- Hardware repair
- Troubleshooting
- Mobile Device Management
- Triage Technical issues
- Mac OS/ iOS
- Customer Service
- Firewall
- DHCP
- Microsoft Windows Server
- Data backup
- Customer service
- Desktop Support
- Network Support
- CSR
- VMWare
Software
Microsoft Exchange
Microsoft Azure
Office 365
Windows Server
Windows 7/8/10/11
Timeline
Help Desk Technician
Community Hospice & Health Services
09.2021 - 12.2024
Call Center Agent
Crosslink Professional Tax Service
12.2016 - 05.2020
Certificate of Completion - PC Support Specialist
Asher College
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