Zackery Skelton
Summary
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
11
11
years of professional experience
Work History
Support Specialist
Bellwether Technology
11.2023 - Current
- Provided technical support for software applications to enhance user experience and resolve issues.
- Collaborated with cross-functional teams to identify and implement process improvements for customer service operations.
- Developed training materials and conducted workshops to improve team knowledge of product features and troubleshooting techniques.
- Mentored junior support staff, fostering development of skills in problem-solving and customer interaction.
- Managed escalation processes effectively, ensuring timely resolution of complex technical issues for clients.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
Network Technician
Verapro LLC
05.2021 - 11.2023
- Installing UPS
- Working a part of a team for several sites receiving a network upgrade
- Installation of Cisco switches
- Configuring Cisco switches
- Responded to customer requests via telephone and email
- Verified data integrity and accuracy
- Copied, logged and scanned supporting documentation
- Integrated fiber-optic and copper cabling technologies with components of new and existing network infrastructures.
- Troubleshot hardware and software to determine and rectify network problems.
- Performed necessary maintenance to support network availability.
- Dressed and labeled cables for easy identification and traceability.
Field Technician
VeraPro
05.2015 - 05.2021
- Utilized safety practices with no complaints or accidents.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools and components.
- Providing support for a variety of Dell laptops and desktops. Basic networking trouble shooting.
- Predominately working under the supervision of a Tier II tech from contract manager - Ascension Parish School Board (APSB) to manage 7 different Schools of varying size.
- Responded to customer requests via telephone and email.
IT Intern
McDonough 42 School
01.2015 - 05.2015
- Assisting with basic upkeep for the teacher's laptops, Promethean boards, and printer
- Other key responsibility was to maintain the computer labs.
Education
Associate of Applied Science - Computer Networking
ITT Technical Institute
1 2016
High School Diploma -
Secondary
1 2011
Skills
- Network Infrastructure Installation Documentation Support
- Active Listening Case Support
- Complex Problem-Solving Switches and Routers
- Structured Cabling Operation System Software
- Network Hardware and Software Work Orders
- Maintenance
- Customer service
- Remote support
- Service desk operations
- Data entry
- Documentation and reporting
Timeline
Support Specialist
Bellwether Technology
11.2023 - Current
Network Technician
Verapro LLC
05.2021 - 11.2023
Field Technician
VeraPro
05.2015 - 05.2021
IT Intern
McDonough 42 School
01.2015 - 05.2015
Associate of Applied Science - Computer Networking
ITT Technical Institute
High School Diploma -
Secondary