JORDAN O'CONNER
Arlington,VA
Summary
Dynamic IT professional with a proven track record in delivering exceptional technical training and support. Renowned for effectively managing IT assets, troubleshooting complex issues, and providing high-quality customer service in fast-paced environments. Demonstrated expertise in using ITSM ticketing systems and maintaining accurate asset management databases. Adept at leading teams, designing impactful training programs, and resolving customer challenges with precision and efficiency. Committed to enhancing operational excellence and driving customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Corporate Trainer
Kelly Services (Apple)
REMOTE , USA
2021.01 - Current
- Designed and implemented comprehensive training modules for Apple products, focusing on both hardware and software
- Adapted training programs for virtual delivery
- Conducted performance evaluations and analyzed feedback to continuously improve training quality.
Technical Support Representative
Kelly Services (Apple)
REMOTE , USA
2019.10 - 2021.01
- Provided technical support for Apple products
- Utilized ITSM ticketing systems for ticket management
- Developed and shared best practices and troubleshooting techniques
- Promoted to Corporate Trainer.
Administrative Support Team Supervisor
MarketSource
Alpharetta , GA
2018.03 - 2018.08
- Supervised a team of administrative support professionals
- Managed support ticket queues and implemented process improvements
- Conducted performance reviews and provided feedback.
Support Team Member
MarketSource
Alpharetta , GA
2016.12 - 2018.03
- Managed communications for field representatives and district managers
- Addressed employee payroll questions and managed correspondence
- Handled payroll data and tracked project progress.
Education
Bachelor of Arts (B.A.) - Communication -
Georgia State University
GA05.2015
Bachelor of Arts (B.A.) - Media Entrepreneurship -
Georgia State University
GA05.2020
Skills
- IT Asset Management
- Technical Support
- Service Management
- Customer Service Excellence
- Data Management
- Training & Leadership
- Cloud Computing
- Technical training
- Staff presentations
- Quality control strategies
- Human Resources
- Office Support
Security Clearance
Public Trust (Able to Obtain)
Certification
- Apple Accredited Trainer, Kelly Services, 2023
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Office Specialist (MOS) - Office Support
- DEI Specialist, MarketSource, 2018
- Restorative Justice Certification, 2016
Professional Attributes
- IT Asset Management: Proficient in asset tracking, inventory management, and documentation with a keen eye for detail.
- Technical Support: Advanced knowledge of Windows 10, Microsoft Office, and sophisticated troubleshooting techniques.
- Service Management: Expertise in ITSM ticketing systems (ServiceNow), incident resolution, and performance tracking.
- Customer Service Excellence: Demonstrated ability to deliver exceptional customer support, with strong communication and problem-solving skills.
- Data Management: Skilled in data tracking, accurate reporting, and maintaining comprehensive databases.
- Training & Leadership: Proven track record in designing and implementing training programs, mentoring teams, and fostering professional growth.
- Cloud Computing: Familiarity with Microsoft Azure services and cloud solutions.
- Office Support: Expertise in Microsoft Office applications and providing comprehensive office support.
Languages
Spanish
Limited
Citizenship
U.S. Citizen
References
References available upon request.
Timeline
Corporate Trainer
Kelly Services (Apple)
2021.01 - Current
Technical Support Representative
Kelly Services (Apple)
2019.10 - 2021.01
Administrative Support Team Supervisor
MarketSource
2018.03 - 2018.08
Support Team Member
MarketSource
2016.12 - 2018.03
Bachelor of Arts (B.A.) - Communication -
Georgia State University
Bachelor of Arts (B.A.) - Media Entrepreneurship -
Georgia State University
- Apple Accredited Trainer, Kelly Services, 2023
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Office Specialist (MOS) - Office Support
- DEI Specialist, MarketSource, 2018
- Restorative Justice Certification, 2016
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