Summary
Overview
Work History
Education
Skills
References
Timeline
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Jonathan Kimber

Sacramento,CA

Summary

Dynamic and versatile professional with a wealth of experience across diverse industries, adept at leveraging a unique blend of technical expertise, problem-solving skills, and customer service acumen. Excels in providing comprehensive technical support, troubleshooting, and project coordination. Seeking a challenging role where I can apply my multifaceted skill set to drive project success and exceed organizational goals.

Overview

16
16
years of professional experience

Work History

Helpdesk Specialist Tier I

The Raley’s Company
05.2023 - Current
  • Provided technical support to end-users, addressing hardware and software issues
  • Leveraged tools like Active Directory, Jira, SCCM, Hyper-V, and Remote Desktop Viewer for troubleshooting
  • Assisted in user account setup, configuration, and maintained data security
  • Collaborated with Tier 2 and 3 teams to resolve complex technical issues
  • Contributed to the maintenance of a comprehensive knowledge base
  • Ensured smooth operation of virtual environments and provided remote support.

Call Center Specialist / Tech Support Specialist Tier 1

Silver Star Communications
08.2021 - 12.2022
  • Managed a high volume of inbound calls from customers, addressing inquiries related to new service, existing service, billing, payments, and general information
  • Conducted outbound calls to customers to offer services, assess customer satisfaction, and promote customer retention
  • Utilized various mapping programs to determine service eligibility and provided customers with detailed information on trenching for new service installations
  • Scheduled technician maintenance visits, ensuring prompt and efficient resolution of service issues
  • Collaborated cross-functionally with different departments to deliver optimal service solutions to customers, fostering a cohesive and customer-centric approach
  • Demonstrated strong problem-solving skills, diagnosing and troubleshooting phone and internet issues for residential and business customers
  • Provided clear and concise step-by-step instructions to customers, guiding them through procedures to restore service and resolve technical issues
  • Managed a rotational on-call schedule, ensuring availability 24/7 to address service outages outside of regular office hours
  • Accessed company-owned routers to update firmware, configure SSID and passwords for customers, and troubleshoot network connectivity issues
  • Utilized TechSee program to remotely access customers' smartphone cameras, facilitating visual diagnosis of modem or ONT offline issues
  • Employed path trace and ping tools to identify and localize service issues within customers' networks or external infrastructure.

Finisher

Freedom Arms
12.2020 - 08.2021
  • Conducted finishing processes for firearms, maintaining high-quality standards.

Hunting Lead

Bass Pro Shops
08.2019 - 11.2020
  • Managed a team of sales associates and ensured compliance with regulations.

Retail Associate

The Gun Range
08.2018 - 08.2019
  • Provided excellent customer service and ensured compliance with firearm regulations.

Asurion Certified Technician

Dynomite Vision Innovations
03.2017 - 11.2017
  • Diagnosed and repaired customer devices, maintaining detailed records.

Shift Supervisor

Excalibur Pizza (Round Table Pizza)
07.2016 - 03.2017
  • Oversaw store operations and managed customer service.

Motor Vehicle Representative Range B

Department of Motor Vehicles
08.2013 - 11.2016
  • Provided technical procedural guidance and processed transactions.

CAE Advanced Repair II

COMCAST
06.2012 - 11.2012
  • Resolved technical issues related to cable, phone, and internet services.

Shift Supervisor and Order Writer

7 ELEVEN INC.
10.2007 - 03.2012
  • Managed store operations and handled customer and employee complaints.

Education

High School Diploma -

Mesa Verde High School
Citrus Heights, CA
06.2004

Skills

  • Technical Support
  • Computer Repair
  • Customer Service
  • Communication
  • Time Management
  • Customer Relations
  • System installations
  • Technical communication
  • Expert Problem Solving
  • Advanced Communication
  • Quality Assurance
  • Troubleshooting and repair

References

Available upon request

Timeline

Helpdesk Specialist Tier I

The Raley’s Company
05.2023 - Current

Call Center Specialist / Tech Support Specialist Tier 1

Silver Star Communications
08.2021 - 12.2022

Finisher

Freedom Arms
12.2020 - 08.2021

Hunting Lead

Bass Pro Shops
08.2019 - 11.2020

Retail Associate

The Gun Range
08.2018 - 08.2019

Asurion Certified Technician

Dynomite Vision Innovations
03.2017 - 11.2017

Shift Supervisor

Excalibur Pizza (Round Table Pizza)
07.2016 - 03.2017

Motor Vehicle Representative Range B

Department of Motor Vehicles
08.2013 - 11.2016

CAE Advanced Repair II

COMCAST
06.2012 - 11.2012

Shift Supervisor and Order Writer

7 ELEVEN INC.
10.2007 - 03.2012

High School Diploma -

Mesa Verde High School

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Jonathan Kimber