X

[ ] I . T. SPECI AL I ST
OLLER
H
ACOB J
X
1525 E. Baseline Rd. Apt #102 Tempe, AZ 85283
http://it.jholler.net jacobholler@jholler.net (575)441-2452
Obtaining a Technical Support Specialist position. Answering customers
questions and troubleshooting any problems they have.
OBJ ECT I VE
Bachelor of Arts Degree in Game Design
Collins College; Phoenix, Arizona
F e b . 2 0 1 2
EDUCAT I ON
CDR Services Incorporated:
Computer Repair Tech
Look at customers computers and determine if the problem
is software or hardware related
Use antivirus and spyware tools such as Spybot Search
and Destroy, AVG, and Norton Anti-virus
Fix computers upon a wide variety of issues. For example-
computer slowness, infected files, registry fixes, blue screen, etc
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EXPERI ENCE
Problem Solving
Customer Service
Technical Support
Knowledge in PC Repair (software or hardware)
Knowledge in Dynamic websites (DNS, Search Engine
Optimization, MySQL, etc.)
Web Based Applications
Knowledge in Unix and Windows based hosting
Knowledge in PC hardware
Knowledge in email clients and configurations
Customer Training
SKI L L S
Endurance International Group:
Customer Support Specialist
Consult with customers to get them the best product
needed for their online presence.
Answer/fix customers technical questions and problems
in a timely manner and explain issue to customer so they can understand
Walk customer through technical solutions
Meet daily, weekly, and monthly phone statistics
Work within Wordpress MySQL databases to set base URLS
and change themes and other assorted problems.
Work with DNS records to point a customers website using
A records, CNAME's, Nameservers, and other DNS records.
Apollo Education Group:
AECCSS Technician I
Responds to customer service contacts by telephone, and troubleshoots
PC, and/or hardware problems or issues through discussion with end users.
Creates and tracks service tickets.
Addresses and resolves complex user issues or problems that require a
moderate to high level of technical expertise.
Creates and maintains accurate documentation of technical activities.
Tracks incident and problem tickets using a service management tool.
Assists end users with questions and problems they are experiencing
with their desktop or workstation.
Prepares progress reports on worked performed.
Ap r i l 2 0 1 2 Oc t . 2 0 1 3
De c . 2 0 1 3 F e b . 2 0 1 4
Ap r i l 2 0 1 4 Pr e s e n t
Pearson:
Product Support Engineer
Communicate with customers by e-mail and phone, providing first
line of customer support.
Handle known issues until resolution is achieved.
For new issues, attempt to reproduce the problem and identify and document a solution.
Acquire and maintain detailed knowledge of products, issues, and resolutions.
Report new issues and solutions to the Help Desk Support team.
Escalate cases when appropriate to Help Desk Support manager.
Record all customer cases in database.
Assist in creating help documents for online support website where
necessary (animated and html help).