Jordan Blanding

Technical Support:

• Provide first-level technical assistance for software, hardware, and network-related issues.Diagnose and resolve common software and hardware problems.
  Perform root cause analysis for recurring issues and provide permanent solutions.
  Collaborate with other teams when necessary for more complex issues.
  

Help Desk Operations:

• Respond to and resolve support tickets through phone, and email interactions. Prioritize and manage incoming tickets based on urgency and impact.
  Offer timely solutions and ensure consistent follow-up with users to confirm issue resolution.
  Troubleshoot user issues, providing clear and actionable guidance.
  

System Maintenance:

• Assist with the setup, configuration, and troubleshooting of computers, printers, and office equipment.Ensure systems and devices are properly configured and optimized for performance.
  Troubleshoot hardware and software malfunctions, and perform basic repairs when necessary.
  Support network connectivity issues, including wired and wireless setups.
  

Software Assistance:

• Guide users on proprietary Liberty Tax software and assist with troubleshooting.Help users navigate and troubleshoot issues related to Liberty Tax software functionalities.
  Provide training and support on software updates and new features.
  Resolve software-related problems such as installation errors, system crashes, or data syncing issues.
  

Password Resets & Account Management:

• Perform account management tasks, including resetting passwords and managing user access.Reset passwords and unlock accounts based on user requests and security protocols.
  Manage user access and permissions based on job roles, ensuring secure access to company resources.
  Ensure compliance with password policies and multi-factor authentication requirements.
  

Documentation:

• Log all technical issues, troubleshooting steps, and resolutions in the ticketing system.Accurately document issue details and solutions for future reference and knowledge sharing.
  Maintain up-to-date records of all support interactions and resolutions.
  Assist with creating internal documentation and knowledge base articles for common issues.
  

Escalation:

• Forward complex or unresolved issues to higher-tier techs or specialized teams for further investigation and resolution.Analyze tickets and identify when escalation is necessary to ensure issues are addressed promptly.
  Track the status of escalated issues and provide users with regular updates.
  Follow up with escalated teams to ensure timely resolution and communication.
  

Customer Service:

• Maintain a professional, courteous, and helpful attitude when working with employees or franchisees.Ensure a positive and patient approach, even in high-pressure situations.
  Provide clear, understandable explanations for non-technical users.
  Work collaboratively with users to build strong, trusting relationships, and ensure satisfaction.
  

Additional Technical Experience:

• Proficient in Windows 10/11 Operating Systems:Install, configure, and troubleshoot Windows 10/11 environments.
  Perform system updates, driver management, and Windows settings optimization.
  Resolve compatibility issues with legacy software or hardware.
  
• Experienced with Windows Local Group Policy Editor: Manage security and system policies to ensure compliance and optimal system performance.
  Apply custom configurations to enforce company-wide IT standards.
  Troubleshoot Group Policy-related issues and ensure correct policy application.
  
• Skilled in Windows Registry Editing: Edit and troubleshoot the Windows registry to resolve system and application errors.
  Perform registry backups and restore points before making changes to ensure system stability.
  Use registry editing to configure advanced settings for software and network configurations.
  
• Basic Command-Line Usage (Terminal):Perform basic command-line operations for system diagnostics and maintenance.
  Use commands for network troubleshooting (e.g., ping, ipconfig, netstat).
  Execute system commands to resolve issues related to file management, system health, and software installation.
  

• Automotive Events: Media team member for RaceMotive at Pocono Raceway and Drift Events at Langley, specializing in capturing dynamic and high-energy content
• Dealership Collaborations: Produced high-quality visual content for dealerships, including Checkered Flag Porsche Audi, BMW/Porsche, and Audi of Hampton
• Ad Campaigns: Created engaging advertisement videos for businesses such as Spin and Liv, North End Shuttle, Cryptic Details, and more
• Industry Versatility: Two years of experience delivering creative content across automotive and non-automotive industries
• Developed and maintained video production schedules, coordinating resources and personnel to meet project deadlines.

• Transportation and Logistics: Managed the transportation and delivery of goods for each project, ensuring timely arrivals and proper handling of materials
• Scheduling: Coordinated delivery schedules to align with project timelines and avoid delays
• Installation Assistance: Supported lead professionals with installations and tear-outs, contributing to the efficient completion of tasks
• Post-Job Cleanup: Took responsibility for thorough site cleanup after project completion, leaving the workspace organized and presentable

• Tire and Wheel Maintenance: Performed tire rotations, fixed flat tires, and handled TPMS (Tire Pressure Monitoring System) sensor construction or rebuilding
• Customer Service Focus: Aimed to provide customers with the best possible service, ensuring their satisfaction with tire and wheel maintenance
• Product Marketing: Promoted tires and wheels, highlighting their quality and benefits to customers, while recommending the best options based on their needs
• Experience Enhancement: Focused on delivering a top-tier experience by offering expert advice and ensuring the maintenance process was smooth and efficient for customers

• Guest Reception: Greet guests as they arrive and manage waitlists
• Seating Arrangements: Escort guests to their tables in an efficient and friendly manner
• Reservation Management: Handle reservations, ensure seating is available, and update waitlists accordingly
• Customer Service: Answer guest inquiries, ensure smooth guest transitions from entry to seating, and help with any special requests