JALEN HOLLINS
Portsmouth
Summary
Self-motivated Technical Support Representative with a proven track record of high productivity and efficient task completion. Expertise in troubleshooting and customer service, consistently resolving complex technical issues. Strong communication and problem-solving skills enhance customer satisfaction and foster team collaboration.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Technical Support Representative
Ferguson
Newport News
12.2023 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
IT Service Desk Analyst
SAIC
Norfolk
01.2023 - 12.2023
- Operate as the initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications to support users at multiple CONUS and OCONUS sites
- Troubleshoot network connectivity issues, working with remote employees on a corporate network
- Maintain detailed notes of the problem the user is experiencing and determine steps to resolve the issue
- Manage the flow of incoming support requests
- Escalate complex problem to higher level IT support specialists as needed
- Remotely access user's computer and make changes to their system and settings.
IT Support Services/Help Desk Associate I
DOLLAR TREE INC.
Chesapeake
07.2022 - 11.2022
- Maintained an expert working level of knowledge for the in-store network systems, components, and the associated equipment affecting store operation
- This includes but is not limited to: internet equipment, switches, registers, register peripherals, pcs', wireless equipment and cabling
- Documented all customer inquiries and their resolutions in the IT service management application according to standard practice
- Cultivated an expansive knowledge of relevant product offerings, current support policies, and methods of support delivery
- Oversaw, monitored, troubleshot, configured, and upgraded in-store systems
- Identified and investigated potential in-store system failure, frequent customer issues and unusual calling events for the purpose of developing new policies and procedures
- Assisted with software product evaluation, including installation, testing, technical support, and training.
Inventory/Product Flow Specialist
BEST BUY
Chesapeake
07.2020 - 07.2022
- Prioritized and organized tasks to efficiently accomplish service goals
- Coordinated inventory, stocking, and ordering
- Trained newly hired employees on appropriate methods for performing job duties to accomplish service goals
- Demonstrated leadership by making improvements to work processes and helping to train others
- Improved operations by working with team members and customers to find workable solutions.
Assistant Front Desk Manager
WORKOUT ANYTIME
Smithfield
07.2018 - 07.2020
- Managed guest check-in and check-out procedures, reservations, and payments
- Handled payment processing and provided customers with receipts and proper bills and change
- Trained, managed, and motivated employees to promote professional skill development.
Education
CompTIA Security+ Course -
Virginia Beach, VA02.2023
Some College (No Degree) - Information Technology
Tidewater Community College
Norfolk, VASkills
- Microsoft Suite
- Microsoft 365
- Adobe Reader
- Google Drive
- Windows OS
- Linux OS
- Mac OS
- DoD 8570 IAT Level I
- First-Tier Technical Support
- TeamViewer
- ServiceNow ITSM
- ActivClient
- HP Service Manager
- Mobile Devices
- NIPR & SIPR
- NNPI
- Data Recovery
- User Support
- US Navy IT Support
- Cloud Computing
- Internet Protocol (DHCP, SMTP, etc)
- Hardware Troubleshooting
- Software Troubleshooting
- Software Installation & Upgrades
- AT&T Reporting and Management Tool
- Application Support
- Software Installation
- Customer Service
- Technical Support
- Information Protection
- Product Troubleshooting
- Technical Documents Comprehension
- LAN/WAN
- Microsoft Outlook
- Service desk operations
Certification
- Microsoft AZ-900, Expected 09/30/2025
- CompTIA A+, 07/2023
Timeline
Assistant Technical Support Representative
Ferguson
12.2023 - Current
IT Service Desk Analyst
SAIC
01.2023 - 12.2023
IT Support Services/Help Desk Associate I
DOLLAR TREE INC.
07.2022 - 11.2022
Inventory/Product Flow Specialist
BEST BUY
07.2020 - 07.2022
Assistant Front Desk Manager
WORKOUT ANYTIME
07.2018 - 07.2020
CompTIA Security+ Course -
Some College (No Degree) - Information Technology
Tidewater Community College
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