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jake cawley

@jakecawley

Technical support specialist at Fitnessmith handling software, hardware, and connectivity issues through warranty support.

United States

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What I'm looking for

I'm looking for a technical support role where I can troubleshoot customer issues, guide people through clear solutions, and document cases thoroughly. I'm available for a flexible schedule, including evenings and weekends.

At Fitnessmith, I manage post-installation and warranty support tickets, diagnosing issues and following up until customers are satisfied.

I troubleshoot software, device settings, hardware, and internet connectivity, and flag recurring problems to help reduce repeat cases. I document findings and work performed on each ticket.

At Concentrix, I diagnosed software, hardware, network connectivity, and account-access issues using structured troubleshooting and remote support tools. I guided customers through fixes, documented resolutions, and escalated complex cases.

As a freelance Tech Content Writer for Android Headlines and Android Police, I covered devices, software updates, and emerging technology in articles and how-to guides. I also installed and troubleshot electrical and low-voltage systems as an Electrician Apprentice at Eastern Electric LLC.

Experience

Work history, roles, and key accomplishments

Customer Support & Warranty

Fitnessmith

Jun 2025 - Sep 2026 (1 year 3 months)

Managed post-installation and warranty support tickets end to end, diagnosing issues and determining root cause. Documented findings and worked independently across multiple customers.

Troubleshooting Help Desk Documentation Customer Support Root Cause Analysis

Technical Support Advisor

Concentrix

Nov 2023 - May 2025 (1 year 6 months)

Diagnosed and resolved software, hardware, network, and account issues for a high volume of customers. Documented cases and escalated complex issues while meeting resolution and quality targets.

Troubleshooting Remote Support Help Desk Documentation Escalation Management Customer Service

Tech Content Writer

Freelance

Jul 2023 - Jan 2024 (6 months)

Covered new devices, software updates, and emerging technology, writing clear articles and how-to guides for everyday users.

Technical Writer Content Creation Android Consumer Technology

Electrician Apprentice

Eastern Electric LLC

Jun 2022 - Jul 2023 (1 year 1 month)

Installed and troubleshot electrical and low-voltage systems, including smart home devices, security systems, lighting, and controls.

Electrical Systems Low Voltage Systems Troubleshooting Smart Home Devices Security Systems

Education

Degrees, certifications, and relevant coursework

Liberty University

Bachelor of Science, Computer Science

Grade: 3.3

Bachelor of Science in Computer Science with a GPA of 3.3. Coursework included Network Architecture, Operating Systems, System Administration, Computer Architecture, and Linux.