Jovan Lucas-Chamberlain
Marietta,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Specialist
Jackson Hewitt Tier 2
09.2022 - Current
- Researched and identified solutions to technical problems.
- Installed new desktop systems and migrated data to new machines.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Worked with document imaging technologies and deployment software.
- Patched software and installed new versions to eliminate security problems and protect data.
- Coach Tier 1's on proper call etiquette, responsibilities, and technical skills resulting in 91% average NPS score across team of 15+ agents
- Proficient programs: Zendesk, Go to resolve (remote software), MS office, Okta, Citrix
- Installed and configured operating systems and applications.
- Provided support for network infrastructure and baseline configurations.
- Supervised daily configuration activities and business systems operations.
- Diagnosed and troubleshot hardware, software and network issues.
Help Desk Specialist
Jackson Hewitt Tier 1
09.2021 - 05.2022
- Installed 25+ new PC workstations and laptops with Windows 10/11 and MS Office
- Accounted for 17% of all Help Desk calls and 11% of all solved cases
- Averaged over 120 calls per week NPS score average of 9.8 out of 10
- Decreased team call time by 11% by sharing complex solutions via MS Teams
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
3rd Shift Diesel Maintenance Technician
Republic, Atlanta Georgia
01.2018 - 01.2021
VEHICLE MAINTENANCE JOURNEYMAN
MALMSTROM AIR FORCE BASE
01.2015 - 01.2017
VEHICLE AND VEHICULAR JOURNEYMAN/TEAM LEADER
OSAN AIR FORCE BASE
01.2014 - 01.2015
VEHICLE AND VEHICULAR MAINTENANCE APPRENTICE
RAMSTEIN AIR FORCE BASE
01.2012 - 01.2014
Education
Associate of Applied Science - Computer Science
California Institute of Technology
San Diego, CA12.2023
Coursework in Computer Engineering - Computer Engineering
Kennesaw State University
Kennesaw, GA2021
Associate of Applied Science - Vehicle Maintenance And Repair Technologies
Community College Of Air Force
Alabama12.2016
Skills
- VMware and Oracle (VM)
- Microsoft Active Directory
- Router Installation and Optimization
- Cisco Routers and Switches
- Wireless Access Point
- User Account Creation
- Network Operations
- Citrix
- FTP Servers Knowledge
- Network Troubleshooting
- Network Development and Administration
- IP Addressing and Subnetting
Certification
- ITF+ Certification | 2022,
- A+ Certification | 2022
- Network + Certifification | 2022
Timeline
Help Desk Specialist
Jackson Hewitt Tier 2
09.2022 - Current
Help Desk Specialist
Jackson Hewitt Tier 1
09.2021 - 05.2022
3rd Shift Diesel Maintenance Technician
Republic, Atlanta Georgia
01.2018 - 01.2021
VEHICLE MAINTENANCE JOURNEYMAN
MALMSTROM AIR FORCE BASE
01.2015 - 01.2017
VEHICLE AND VEHICULAR JOURNEYMAN/TEAM LEADER
OSAN AIR FORCE BASE
01.2014 - 01.2015
VEHICLE AND VEHICULAR MAINTENANCE APPRENTICE
RAMSTEIN AIR FORCE BASE
01.2012 - 01.2014
Associate of Applied Science - Computer Science
California Institute of Technology
Coursework in Computer Engineering - Computer Engineering
Kennesaw State University
Associate of Applied Science - Vehicle Maintenance And Repair Technologies
Community College Of Air Force
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