Jacob West
Spartanburg
Summary
Dedicated IT associate with a proven track record in troubleshooting technical issues across various systems, including printers, networks, and servers. Strong interpersonal communication and customer service skills enhance the ability to resolve help desk tickets efficiently, contributing to overall customer satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
Hardware Technician Agent III
Redsail Technologies
01.2025 - Current
- Responding to phone calls and submitted help desk tickets from pharmacies and long term care facilities expeditiously.
- All Tier 1 and Tier 2 job tasks
- Expert troubleshooting and timely resolutions to escalated issues. These include resolving issues with general Windows Issues, Computers, printers, Server failures, networking, interfaces with the software.
- Facilitating multiple department cooperation requiring other teams involvement(i.e. Software Support, Interface Support, Point of Sale support) by reaching out to other team leads. Ensuring the issue is resolved in a timely manner and reduce the customer's stress without having to speak to multiple teams.
- Proficient and effective troubleshooting with issues directed to me and issues experienced by colleagues in the same department and other departments when applicable.
- Evaluating, verifying, and creating the information on knowledge articles to be used by anyone in the company.
Hardware Technician Agent III
QS/1
09.2019 - Current
- Assisting Customers with down servers
- Assisting customers with Network Issues
- Assisting customers with Printer Failure
- Assisting customers with Peripheral failure
Client Service Agent I - Software Support
QS/1
06.2018 - 01.2019
- Assisting customer in multiple Software/hardware troubleshooting
- Working with customers across 5 different software platforms
- Assisting customers with rejected claim submissions from Pharmacy Benefit Managers
- Overall troubleshooting for other issues Software Related and Windows Related as necessary
Customer Support Agent - Response Technician
QS/1
10.2017 - 06.2018
- Retrieval of System Backups for programming to resolve customers issues
- Implementing QSU fixes for customer’s systems
- Individual File Retrieval for other departments
- Creating and hosting share sessions for programmers and other departments
Volunteer
Spartanburg Community College
09.2010 - 04.2011
- Free PC repair clinic
- Helped clients with computer viruses, errors, and hardware related issues
- Supplied clients with helpful software to help avoid viruses in the future
- Gave helpful advice on how to avoid future problems
Education
Small Office Home Office Certification Program -
Spartanburg Community College
Spartanburg03-2011
High School Diploma - Computer Applications
Paul M. Dorman High School
Roebuck09-2009
Skills
- Computer maintenance
- Network maintenance
- Hardware maintenance
- Interpersonal communication
- Fast-paced work environment
Volunteer Experience
Volunteer, 09/01/10, 04/01/11, Spartanburg Community College Free PC repair clinic, Helped clients with computer viruses, errors, and hardware related issues, Supplied clients with helpful software to help avoid viruses in the future, Gave helpful advice on how to avoid future problems
Timeline
Hardware Technician Agent III
Redsail Technologies
01.2025 - Current
Hardware Technician Agent III
QS/1
09.2019 - Current
Client Service Agent I - Software Support
QS/1
06.2018 - 01.2019
Customer Support Agent - Response Technician
QS/1
10.2017 - 06.2018
Volunteer
Spartanburg Community College
09.2010 - 04.2011
Small Office Home Office Certification Program -
Spartanburg Community College
High School Diploma - Computer Applications
Paul M. Dorman High School