Summary
Overview
Work History
Education
Skills
Timeline
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JAKE RYAN DAWSON

East Providence,RI

Summary

Motivated, hard-working student eager to expand current professional skill set while continuing education. Work experience consists of technical support, customer relations, team leadership, and conflict resolution. Strong training, leadership, and communication skills developed through Eagle Scout experience. Enrolled in a Bachelor's degree program in IT focused on Cloud Computing. CompTIA A+, Network+, and Security+ and AWS Cloud Practitioner Certified.

Overview

9
9
years of professional experience

Work History

Tech Support Specialist

AVTECH Software
01.2024 - Current
  • Provided efficient technical support and attentive customer service via email, live chat, and phone.
  • Provided in-house IT support including tech support, provisioning of resources, and installation and monitoring of environment monitoring systems.
  • Repaired and tested hardware returned by customers including replacing components via soldering and reflashing firmware using MPLAB
  • Acted as a liaison between clients and development teams, ensuring timely communication while investigating bugs in software and firmware.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.

Installation of SOHO Network

Self-Led Project
08.2023 - 09.2023
  • Installed Low Voltage (Cat6) cabling throughout residential building connecting patch panel to network wall ports, wireless access points, and security cameras.
  • Terminated cable to male and female RJ45 connections.
  • Researched and selected all hardware, tools, and materials for job.
  • Installed and configured wireless Access Points, Security Cameras, and SOHO Router.
  • Set up hardware and software in optimal configurations to meet network performance requirements.

Inventory Clerk

AmerisourceBergen
07.2022 - 01.2024
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Operated cherry picker fork lift and electric pallet jack to maintain integrity of inventory.
  • Reduced order pick times through inventory slotting.
  • Maintained accurate product information within warehouse database.
  • Dedicated approximately 20% of work week to assisting in shipping department which included shipping hazardous materials.

Guest Experience Specialist

EcoTarium
09.2021 - 06.2022
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Assisted customers in checkout at museum giftshop.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Sold and enrolled guests into museum membership.





Certified Swing Manager

McDonald's
07.2019 - 05.2021
  • Trained crew members on how to perform tasks correctly.
  • Monitored premises and assigned tasks to keep facilities clean, neat, stocked and organized.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.


Assistant Store Leader

Josh's Toys & Games
10.2017 - 11.2019
  • Built customer relations by answering product-related questions and making informed recommendations to guide customers through buying process.
  • Interviewed, hired, and mentored employees to help improve skills and enable team members to become peak performers.
  • Opened and closed store by counting cash, closing and opening registers and delegating daily staff assignments.
  • Assisted in the planning and execution of promotional events and curation of displays to drive sales.

Preferred Sales Specialist

Bank of America
08.2017 - 10.2018
  • Excelled in a call center environment assisting 30-50 clients per day with account management, digital banking, and financial review.
  • Seamlessly transitioned service calls into sales of new products and solutions.
  • Consistently exceeded monthly and quarterly sales goals.
  • Worked to remediate client conflict and complaints.
  • Expanded on existing client relationships by creating savings plans, offering credit products, and referring appropriate clients to investment, home loan, and small business specialists.
  • Assumed responsibility for a team of 8-12 in regards to process execution quality and risk-to-bank to ensure adherence with federal regulations.

Assistant Department Head

McDonald’s
09.2015 - 08.2017
  • Responsibilities entailed human resources including staff scheduling for approximately 50 employees for all shifts throughout the week.
  • Balanced staff strengths and weaknesses to establish an effective team presence for each shift, filling in for health and vacation absences, and conducting new hire interviews.
  • Maintained labor budget by overlaying staffing with management’s projected weekly sales trends.
  • Coordinated staff cross-training and skills enhancement.

Education

Cloud Computing

Bachelor of Science - Western Governors University
02.2026

Computer Science And Mathematics

Worcester State University
Worcester, MA

Liberal Arts - Psychology

Associate of Arts - Bristol Community College
Attleboro, MA
05.2021

Skills

  • Troubleshooting
  • Problem Resolution
  • Customer Service/Relations (in-person, online, over-the-phone)
  • Team Leadership
  • Coaching, Employee Training, Leadership Training
  • Java
  • HTML & CSS
  • Soldering
  • Low Voltage Wiring
  • Mathematics
  • Ticketing Systems
  • Microsoft Office

Timeline

Tech Support Specialist

AVTECH Software
01.2024 - Current

Installation of SOHO Network

Self-Led Project
08.2023 - 09.2023

Inventory Clerk

AmerisourceBergen
07.2022 - 01.2024

Guest Experience Specialist

EcoTarium
09.2021 - 06.2022

Certified Swing Manager

McDonald's
07.2019 - 05.2021

Assistant Store Leader

Josh's Toys & Games
10.2017 - 11.2019

Preferred Sales Specialist

Bank of America
08.2017 - 10.2018

Assistant Department Head

McDonald’s
09.2015 - 08.2017

Cloud Computing

Bachelor of Science - Western Governors University

Computer Science And Mathematics

Worcester State University

Liberal Arts - Psychology

Associate of Arts - Bristol Community College

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