Open To Work
Jose Jerez
Aptive Environmental
Nephi,UTAH
Work Preference
Overview
Results-driven IT professional with nearly 4 years of experience in technical support and systems automation. Developed automated workflows and API integrations in ServiceNow, enhancing operational efficiency for a workforce of 3,500–5,000 employees. Okta Certified with expertise in ServiceNow, Okta, Google Workspace, and Office 365, focused on proactive system improvements and effective communication.
02+
Language
01+
Certification
06+
Years of experience
Work History
10.2021 - Current4 Years 10 Months
Technical Support Analyst I
Aptive Environmental | Orem, UT
- Oversaw IT support and systems administration, ensuring timely assistance and effective resolution for a fluctuating employee base, while maintaining high service standards.
- Diagnosed and resolved VoIP issues related to Polycom, Google Meet, and Cloudflare VPN systems.
- Created comprehensive reporting dashboards and established role-based access controls within ServiceNow to streamline HR background check workflows and improve user experience.
- Engineered service catalog form for distribution list requests, optimizing the request process and ensuring timely notifications to Google Workspace administrator.
- Designed and implemented HR background check queue in ServiceNow, featuring custom email automation, role-based access controls, and comprehensive reporting dashboards.
- Engaged in the office network migration, acquiring hands-on experience with Meraki switches, patch panels, and Ethernet port identification.
- Developed detailed knowledge base documentation using Scribe, optimizing onboarding processes and facilitating access to critical information.
- Facilitated new class onboarding through meticulous equipment setup, login verification, and disruption-free initiation for inside sales and CSC teams.
- Oversaw and maintained administrative credentials in ServiceNow, Okta, Google Workspace, Office 365, Workday, Kandji (MDM), Amazon Business, and Genesys Cloud (VoIP/Contact Center) to support operational efficiency.
- Resolved technical issues by leveraging troubleshooting tools and remote support systems.
- Provided exceptional customer service, ensuring timely responses to client inquiries and concerns.
- Developed training materials to assist new team members in understanding company software and systems.
- Analyzed recurring technical issues to implement process improvements and reduce resolution time.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
01.2021 - 10.20219 Months
Technical Support Specialist I / Tier II
Thermoworks | American Fork, UT
- Diagnosed and resolved issues with digital cooking thermometers, conducting thorough evaluations and repairs while assisting a wide range of customers through phone support.
- Facilitated premium support experiences for an older demographic, consistently exceeding customer satisfaction benchmarks set by Amazon and Apple.
- Advanced to Tier II role in phone support, prioritizing resolution of complex call escalations following a track record of exceptional customer review scores.
- Educated clients on product functionalities, improving user experience and reducing support inquiries.
- Resolved technical issues efficiently, enhancing customer satisfaction and support response times.
Education
Certificate of Achievement | Computer Information Science
Cerritos College | Norwalk, CA | 08-2026
Cerritos College - Norwalk, CA
08-2026
In Progress
High School Diploma
Lynwood High School | Lynwood | 01-2011
Lynwood High School - Lynwood
01-2011
Skills
Certification
- Okta Certified Professional - Okta - 2024
- ServiceNow Fundamentals - ServiceNow (coursework) - Sep–Oct 2024
- ServiceNow Application Developer - ServiceNow (coursework) - Dec 2024 – Jan 2025
- Driver’s License - State of Utah
Languages
Bilingual: English / Spanish
Timeline
Technical Support Analyst I
Aptive Environmental
10.2021 - CurrentRead more
Technical Support Specialist I / Tier II
Thermoworks
01.2021 - 10.2021Read more
Lynwood High School - High School Diploma,
Read more
Cerritos College - Certificate of Achievement, Computer Information Science
Read more