Jordan Staley
Summary
Technology-inclined professional possesses strong customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Field Technician
Ferman Automotive Group
Tampa, FL
04.2016 - Current
- Administrator of Dealertrack, Dealertrack POS, Dealer DMV, Dealer 50, Verizon
- Active Directory Administrator
- Cable installer,A/V Installer
- Assist with special projects/Construction and device deployment.
- Researched and identified solutions to technical problems.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Assisted in development of system security protocols.
- Maintained detailed documentation regarding all aspects of IT infrastructure such as network configurations, hardware specifications, and software licenses.
- Created user accounts and assigned permissions.
- Expedited the resolution of technical issues through effective communication with team members and stakeholders.
- Promoted a culture of continuous improvement within the organization by staying current on industry trends, emerging technologies, and sharing knowledge with colleagues.
- Managed inventory of hardware components, keeping track of equipment status and ensuring timely replacement when necessary.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Configured hardware, devices, and software to set up work stations for employees.
- Delivered preventative maintenance services for computer systems to minimize disruptions caused by malfunctions or outdated equipment.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Established a strong professional reputation with clients through consistent delivery of high-quality service and technical expertise.
- Assisted in the development of IT policies and procedures to ensure compliance with industry best practices and regulatory requirements.
- Supported successful project completion by assisting in the setup, configuration, testing, deployment, and decommissioning of hardware systems as needed.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Parts Associate/Rental Associate
Ferman Automotive Harley Davidson
Panama City Beach, FL
03.2013 - 04.2016
- Inspected parts for defects, removing damaged parts, and replacing with new ones.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Met customer needs by looking up stock numbers and prices for various parts, identifying correct items and placing timely orders.
- Continuously updated industry knowledge by attending training sessions, workshops, and trade shows, ensuring the most current information was provided to clients.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Developed expertise in various motorcycle systems, becoming a trusted resource for colleagues seeking advice on specific parts or repairs.
- Managed special-order requests from customers effectively coordinating with suppliers to ensure timely fulfillment of orders.
- Researched vehicles and parts via physical catalogs and electronic means.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Maintained a clean, organized workspace to enhance productivity and facilitate easy access to required parts.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Resolved customer complaints professionally, resulting in increased loyalty among previously dissatisfied clients.
- Advised customers on substitution or modification of parts to replace original manufacturer parts.
- Processed and reshelved return orders, checking for discrepancies, potential usage and inventory loss issue.
- Collaborated with service technicians to ensure accurate diagnosis of vehicle problems and proper parts ordering.
- Maintained clean and neat parts counter and sales floor.
- Stocked and managed stock of parts.
- Trained and mentored junior employees on regulations, best practices, and performance strategies.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Supported team members during peak hours, working efficiently to reduce wait times and maintain exceptional customer service standards.
- Adhered to company guidelines for performance and compliance.
- Assisted customers by responding to complaints and offering updates on back-ordered parts.
- Prioritized tasks effectively during high-volume periods, ensuring all customers received prompt attention without sacrificing quality of service.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Assisted customers in finding appropriate parts promptly.
- Set up merchandise displays and organized parts on shelves to maximize customer interest and promote overstocks.
- Increased overall customer satisfaction by providing knowledgeable assistance on part selection and troubleshooting issues.
- Assisted customers with identifying correct parts for their vehicles, utilizing product knowledge and catalog resources.
- Examined returned parts for defects and exchanged defective parts or refunded money.
- Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects.
Education
KTech Specialist Certification - Mechanics
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Orlando, FL05.2008
Skills
- Incoming Call Management
- Call Center Operations
- Customer Communication and Empathy
- Component Replacement
- Computer Diagnostics
- Help Desk Support
- IT Asset Management
- Equipment Repair
- Remote Support
- Supply Management
- User Training
- Device Installation
- Mobile Device Management
- Warehouse Operations
- Shipping and receiving
- Cycle counting
- Invoice Processing
- Forklift Operation
- Payment Processing
- Vehicle operations knowledge
- Customer Needs Assessment
- Product and Service Sales
- Ordering parts
Certification
- Lenovo warranty Certified 2017
Timeline
IT Field Technician
Ferman Automotive Group
04.2016 - Current
Parts Associate/Rental Associate
Ferman Automotive Harley Davidson
03.2013 - 04.2016
KTech Specialist Certification - Mechanics
Motorcycle Mechanics Institute A Div. of Universal Technical Institute