Jonathan Yates
Knoxville,TN
Summary
Detail-oriented professional with expertise in remote technical support and customer service. Proven success in managing user requests and providing tailored solutions for software issues. Strong organizational skills and adaptability ensure effective operations and enhanced client satisfaction.
Overview
7
7
years of professional experience
Work History
SERVICE DESK AGENT
SAIC
03.2023 - Current
- As a helpdesk technician at SAIC, I provide remote account and troubleshooting support to Orange County municipalities for both off the shelf and custom software support.
- I have also been responsible for receiving user sent requests to either fulfill them or to submit to the appropriate group.
- Responsible for training new hires and supports the expansion of the knowledge base for coworkers
- This position has also expounded my general knowledge in many office applications and basic fixes to provide the best customer support I can.
OWNER & CUSTOM PC BUILDER
JAYZCUSTOM PCS
10.2018 - 01.2022
- As Owner/Operator of Jayz Custom PCs, I managed every aspect of business from supply chain management, shipping/receiving, hardware/software installation, customer service, technical support, accounting and other business services.
Education
Master of Science - Information Technology
WGU
04-2027
Bachelor of Science - Information Systems
KING UNIVERSITY
12-2025
Associate of Science -
PELLISSIPPI STATE COMMUNITY COLLEGE
12-2023
Skills
- User management
- Advanced Knowledge in Azure/Active Directory
- Network troubleshooting
- Project management
- Diagnosing issues
- Software installation
- System monitoring
- End point configurations
- Quick learner
- Trained multiple staff
Timeline
SERVICE DESK AGENT
SAIC
03.2023 - Current
OWNER & CUSTOM PC BUILDER
JAYZCUSTOM PCS
10.2018 - 01.2022
Master of Science - Information Technology
WGU
Bachelor of Science - Information Systems
KING UNIVERSITY
Associate of Science -
PELLISSIPPI STATE COMMUNITY COLLEGE