Jaime Snyder
Haymarket
Summary
Detail-oriented IT Support Specialist experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems. Team player, available to mentor, train, and prepare training documentation, as well as update Knowledge Base. Looking for remote opportunities with daylight and weekday business hours but open to interesting opportunities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior IT Support Specialist
Peraton
06.2022 - Current
- Provided Tier 1.5- 2 IT support to both technical and non-technical internal users remotely.
- Resolved escalated issues by reviewing created tickets on wide-ranging technical issues, escalating further, if necessary.
- Managed high levels of call flow and responded to urgent technical support needs.
- Used Service Now ticketing system to manage and process support actions and requests.
- Installed, modified, and repaired software and hardware to resolve technical issues, also granting access to users.
- Managed backup and recovery of data assets to safeguard system availability.
- Mentored new trainees at Service Desk and provided support and guidance for team to improve calls to single touch or FCR.
- Managed ticket queue and workflow, providing spreadsheets to staff.
- Liaised with other teams to collaborate on resolving emerging issues
- Survey Results maintaining perfect scores for excellent customer support
- Updated software to safeguard against security flaws
Help Desk - Task Advisor, Mentor
Westat
08.2021 - 06.2022
- Diagnosed and troubleshot hardware, software, and network issues.
- Created and escalated tickets using Zendesk
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of cell phones, laptops, and peripheral equipment.
- Creating and leading virtual Support Sessions for multiple end-users (40+).
- Provided end-user system and equipment training.
- Trained, mentored and monitored progress of incoming associates.
- Received two promotions in both title and compensation: Firstly, as Mentor leading several teams in training, reviewing and improving calls, and finally as Task Advisor, creating training materials, updating Knowledge Articles, and leading teams in direct resolution of emerging or present issues.
Education
In Pursuit - IT
Rutgers University
New Brunswick, NJSkills
- Excellent Soft Skills- Friendly and Patient
- Support Ticket System Management
- Reviewing and Closing Tickets
- Zendesk and Service Now
- Microsoft Active Directory
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Collaborative Team Player
- Remote Desktop Support
- Desktop Software Support, Adobe, etc
- Mentoring and Team Support
- Training Material Development
- Technical Documentation, KBs
- Outstanding Survey Results
Certification
- CompTIA ITF+ Nov 2020
- CompTIA A+ (in pursuit)
Timeline
Senior IT Support Specialist
Peraton
06.2022 - Current
Help Desk - Task Advisor, Mentor
Westat
08.2021 - 06.2022
In Pursuit - IT
Rutgers University
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