JORDAN HOELSCHER
DAYTON,OHIO
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
10
10
years of professional experience
Work History
IT Support Specialist
Admin Solution's Inc.
08.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
Overnight Manager
Lowe's
08.2021 - Current
- I'm responsible for overseeing the operation of the store after hours
- This includes managing 2 teams to complete various business critical tasks such as, receiving freight, stocking, recovery, prepping deliveries for the next day, and ensuring my team is up to date with all the appropriate training programs.
Network Operations Manager
Stratacache Inc
10.2015 - 03.2021
- I managed a team of up to 12 people to monitor and maintain a network of over 140,000 devices across the US and Canada
- Our main objective was to locate and correct any issues in the field before the customer was aware to maintain the highest level uptime possible
- I would coordinate my team members to focus on priority customers and tasks to ensure the best coverage we could provide
- I was also in charge of creating and managing our entire departments Confluence space from scratch and escalating tickets to development via Jira.
Technical Support Analyst
Stratacache Inc
11.2014 - 10.2015
- I was a tier 1 Support Analyst
- I took inbound calls and emails from customers to troubleshoot their problems to resolution
- I was also a part of a small team that did proactive monitoring for our customers when the call volume didn't demand our presence
- I used ticketing systems to well document every inbound issue and to escalate to our tier 2 when needed.
Customer Support
Synchrony Financial
05.2014 - 11.2014
- In this position I handled more than 60 customer calls per day to help them with their credit accounts through us
- This included individuals and also business accounts.
Education
Some College Coursework Completed -
The Ohio State University
Columbus, OhioSkills
- Excel/Google Sheets
- Project Management
- Tableau
- Team Leadership
- Slack
- Confluence
- Jira
- Office 365 Admin
Personal Information
Title: Network Operations Manager
Timeline
IT Support Specialist
Admin Solution's Inc.
08.2022 - Current
Overnight Manager
Lowe's
08.2021 - Current
Network Operations Manager
Stratacache Inc
10.2015 - 03.2021
Technical Support Analyst
Stratacache Inc
11.2014 - 10.2015
Customer Support
Synchrony Financial
05.2014 - 11.2014
Some College Coursework Completed -
The Ohio State University