Johnny Jarmon
San Marcos
Summary
Professional with strong background in quality management, ready to drive improvements and ensure high standards. Skilled in process optimization, compliance, and issue resolution.
Effective in delivering results through strategic planning and consistent implementation.
Overview
17
17
years of professional experience
Work History
Quality Lead
Dell
06.2018 - Current
- Provided Level 2 Technical and non-Technical Support for Storage Enterprise Line of Business
- Optimized internal processes and initiated change requests to improve features within internal tools
- Guided customer-facing engineers to performance improvement through adaptive coaching, detailed reviews of engineers' work, and closed-loop corrective action (CLCA) to reduce error and increase quality
- Worked in tandem with upper-level management to achieve business goals established by executive leadership
- Contributed to individual and team morale via career development and maintenance of team environment
- Enhanced customer experience through escalation engagement and management
Resolution Engineer
Dell
09.2014 - 06.2018
- Delivered innovative technical solutions across a wide spectrum of data center technologies to Dell ProSupport customers
- Demonstrated effective communication skills through active listening and utilizing style appropriate for audience in oral and written communication
- Analyzed each technical issue logically to arrive at the correct resolution
- Improved the business by sharing knowledge and demonstrating exceptional interpersonal skills
- Developed technical competency in complex solutions involving systems management, networking, direct attached storage, server hardware, virtualization, and enterprise operating systems and applications
- Devised logical troubleshooting approaches to make significant decisions having considerable impact on normal operations, profitability, and/or brand of Dell
Associate Systems Specialist
HOMEDEPOT
10.2008 - 09.2014
- Provided Tier 2 Technical Support and remote assistance to Home Depot stores for computers, POS registers, mobile devices, and servers
- Provided server support to vendors and on-site technicians and acted as a liaison between Third Level teams and developers
- Created service requests for store equipment, including servers
- Provided level 2 assistance and training to level 1 support
- Diagnosed and troubleshot current operating systems from a technical perspective
- Installed and upgraded hardware drivers and software
- Managed and used basic network services
- Configured network devices for internet access
- Troubleshot network cabling, network boards, mobile devices, PCs, Point of Sale devices, and disk drives
- Outlined the functions of systems status, system message logging, and performance analysis
Education
Graduate Certificate - Business Administration
Austin Community College
Austin, TX09-2003
Skills
- Quality training
- Control plan development
- Corrective actions
- Cross-functional teamwork
- Quality process audits
- Quality planning
Timeline
Quality Lead
Dell
06.2018 - Current
Resolution Engineer
Dell
09.2014 - 06.2018
Associate Systems Specialist
HOMEDEPOT
10.2008 - 09.2014
Graduate Certificate - Business Administration
Austin Community College
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