Justin D. Fortson
Loganville,GA
Summary
Results-driven independent or team player help desk support professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of web applications, software and framework.
Overview
10
10
years of professional experience
Work History
Service Desk Technician
Insight Global (Builder's FirstSource) Contract
06.2023 - 01.2024
- Provided Tier I/II technical support to internal employees across a nationwide enterprise
- Managed high call volume, managed 30+ inquiries per day in a fast-paced call center environment
- Resolved user access issues, including password reset and account management, utilizing Active Directory and Exchange
- Diagnosed and troubleshot technical issues related to VPN connectivity, network printers, Microsoft Outlook and general software and hardware concerns
- Logged, tracked, and managed incidents through a ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs)
IT Help Desk Technician
Robert Half (Weekend Contractor)
05.2018 - 06.2023
- Robert Half IT contracts with (SCA) Southeastern Computer Associate, Georgia Cyber Academy, K12, Panasonic Automotive, Kia/ Hyundai Corporate
- Diagnose and execute resolution for network and server issues.
- Provide faculty and staff with security software and network configuration support.
- Design and evaluate WAN and LAN connectivity technologies.
- Configure and relocate desktops, laptops, printers and mobile devices according to internal policies on standardized software and security deployments.
- Identify, troubleshoot, resolve, and document end-user system issues request.
- Install computers, routers and other hardware. Monitor and maintain security systems and install updates.
Auto Claims Adjuster (Remote Desk)
Alacrity Solutions (Chubb Insurance Contract)
08.2021 - 05.2023
- Negotiated with claimants to settle claims.
- Examined photographs and surveillance and any other documents relating to claims.
- Issued payouts to claimants.
- Documented all findings in concise reports.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Evaluate policy coverage, contact insureds,
claimants, attorneys, body shops while determining
and establishing reserve requirements. - Plan and conduct investigations (including but not limited to interviewing parties involved, collecting and evaluating documentation and securing
evidence and protecting the chain-of-custody, determine inspection needs, order police reports, scene investigation, take witness statements, review material damage photos, etc.) to analyze coverage,
determine liability, compensability, and extent of damages.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Worked flexible hours; night, weekend, and holiday shifts.
- Assume responsibility for property damage claims; including attorney represented and non-represented parties, for both first and third party claimants.
- Assess actual damages associated with claims and
conduct negotiations to settle claims.
Auto Claims Associate
State Farm
07.2018 - 02.2020
- Handle claims in a team environment
- Conduct investigations by communicating with witnesses, agents, other insurance companies, repair shops, contractors, medical providers and attorneys
- Apply knowledge of policies, procedures, laws, statutes and insurance regulations to ensure proper resolution of claims
- Determine if additional or specialized investigation is needed for claim resolution
- Resolve customer conflict while maintaining tact and poise
- Prepare and review written or computerized estimates in loss settlements
- Issue payments for claims
Technical Support
The Wilson Academy
08.2014 - Current
- Installed software, modified and repaired hardware and resolved technical issues.
- Provided base level IT support to non-technical personnel within the school.
- Resolved staff/student issues in a clear, courteous and straightforward manner.
- Researched, troubleshot and resolved complex problems for Desktop/Laptop/Mobile Devices.
- Support/Install Audio and Visual equipment.
- Manage Social Media Sites.
Technical Support/Customer Service
Achieve High Math
08.2013 - 08.2014
- Help Desk Specialist for a math tutoring contractor.
- Installed software, repaired hardware and resolved technical issues.
- Managed call flow and responded to technical support needs of students/parents.
- Support Laptops/Remote users.
- Resolve issues with technical and non-technical students/parents.
Education
Bachelor of Science - Computer Science
DeVry University
Decatur, GeorgiaSkills
- Excel/ Windows/ Microsoft Word
- Strong verbal/written/analytical communication
- VPN/Network Troubleshooting
- Data Entry Skills
- IT Help Desk/Technical Support (Tier I/II)
- System Migration
- CCC One/ Mitchell Experience
- SIU Experience
- Liability Experience
- Microsoft Outlook and Software Support
- Incident Management and Ticketing System
- Experience with Commercial Fleet, High-end Exotics, Classics and Personal Line Vehicles
- License Property and Casualty Adjuster
- Active Directory and Exchange Administration
License/Certificates
State Farm Auto Certification
USAA Independent Adjuster Certification
Property and Casualty Adjuster License:
National Producer Number: 18874986
Timeline
Service Desk Technician
Insight Global (Builder's FirstSource) Contract
06.2023 - 01.2024
Auto Claims Adjuster (Remote Desk)
Alacrity Solutions (Chubb Insurance Contract)
08.2021 - 05.2023
Auto Claims Associate
State Farm
07.2018 - 02.2020
IT Help Desk Technician
Robert Half (Weekend Contractor)
05.2018 - 06.2023
Technical Support
The Wilson Academy
08.2014 - Current
Technical Support/Customer Service
Achieve High Math
08.2013 - 08.2014
Bachelor of Science - Computer Science
DeVry University
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