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jlagcopra

Jerrell A

@jlagcopra

IT Support Specialist for Windows, Outlook and Technical Troubleshooting

Vereinigte Staaten
Englisch, Japanisch
Einige Informationen werden in englischer Sprache angezeigt.
Über mich
Need reliable remote IT support? I’m an IT Support Specialist with nearly 4 years of enterprise help desk experience. I assist with Windows, Outlook, Microsoft 365, printers, peripherals, and everyday computer issues. My experience includes ServiceNow ticket documentation, structured troubleshooting, and supporting enterprise users. I focus on clear communication, careful diagnosis, and practical solutions. Send me a description of your issue, and I’ll help determine whether I can assist remotely.... Mehr lesen

Kompetenzen

j
jlagcopra
Jerrell A
offline • 
Durchschnittliche Antwortzeit: 8 Stunden

Meine Dienstleistungen

Technischer Support
I will provide expert help desk support and customer service
Ab15 $ / ProjektWeitere Details

Arbeitserfahrung

Edward_Jones

Help Desk Support Specialist

Edward Jones • Vollzeit

Oct 2022 - Present • 3 yrs 11 mos

• Operated remotely from a dedicated home workstation, providing technical support for Edward Jones branches, home office associates, and external contractors • Delivered Tier 1 support by handling inbound calls (taking 30-40 calls a day) or corresponding directly on self-service tickets, and troubleshooting issues related to software, hardware, and network connectivity, whilst delivering stellar customer service • Documented support tickets and resolutions in ServiceNow ticketing system, leveraging the knowledge base and Microsoft Teams for research and inter-team collaboration • Transitioned into a hybrid Tier 1/Tier 2 role, proactively resolving escalated tickets through detailed research, expert consultation, and follow-up troubleshooting • Consistently achieved 90%+ branch satisfaction ratings and maintained excellent attendance while demonstrating flexibility by covering additional shifts • Mentored Tier 1 peers to foster improvement in calling statistics such as average handle time (AHT), after call work (ACW), and first time resolution (FCR)