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JARRAD WILKINSON

@jarradwilkinson

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Senior customer support specialist skilled in escalation management and technical troubleshooting.

United States

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What I'm looking for

I seek a technical escalation or support role in a collaborative company that values cross-functional work, mentoring, and measurable uptime improvements.

I am a seasoned technical support professional with 3+ years of focused experience managing escalations, resolving complex customer issues, and supporting enterprise accounts. I combine strong root cause analysis with calm de-escalation techniques to restore service and retain customer trust.

My background spans frontline service desk work, enterprise escalation leadership, and BI-driven incident analysis. I have delivered support across Windows, Linux, cloud environments, and large-scale end-user fleets while collaborating with engineering to deliver permanent fixes.

I author and maintain knowledge base content and documentation to improve troubleshooting efficiency and reduce repeat escalations, and I have mentored and trained junior technicians to elevate team capability. I also produce actionable insights from technical datasets using tools like Power BI and Excel to inform remediation and investment decisions.

I seek roles where I can apply escalation management, cross-functional collaboration, and continuous improvement to reduce downtime and improve customer satisfaction, while continuing to develop technical and leadership skills.

Experience

Work history, roles, and key accomplishments

Information Technology Service Desk

Tower Engineering Professionals

Aug 2024 - Feb 2025 (6 months)

Delivered front-line support resolving complex Windows, Linux, and cloud issues across U.S., Canada, and India offices; authored knowledgebase articles that reduced resolution times and met SLAs.

Windows Linux Cloud Support Troubleshooting Networking Hardware Support Incident Management

Information Technology Technician

Vance County Schools

Nov 2023 - Aug 2024 (9 months)

Provided hands-on technical support for 1,000+ end-user systems (Windows, ChromeOS, peripherals), achieving rapid hardware/software incident turnaround and training junior technicians.

Windows Networking Troubleshooting End User Documentation Training

Data Analyst / Technical PM

Microsoft

Sep 2021 - Feb 2023 (1 year 5 months)

Led escalation responses for global pricing incidents, diagnosed enterprise system and data errors, and authored knowledge base content to reduce repeat escalations and improve Tier1/2 effectiveness.

Escalation Management Data Analysis Knowledge Base Incident Management Root Cause Analysis Cross Functional Collaboration SQL

Analyst – Business Intelligence

TierPoint

Apr 2016 - Mar 2021 (4 years 11 months)

Produced actionable insights from large technical datasets using Power BI and Excel, linked outages to customer SLAs to inform remediation and technical investment decisions.

Power BI Excel Data Analysis SLA Root Cause Analysis Monitoring Automation Cross Functional Collaboration

Consultant – Capacity Planning

Windstream Hosted Solutions

Nov 2012 - Mar 2016 (3 years 4 months)

Analyzed system performance and storage capacity across 10+ datacenters, identified risks and partnered with engineering to optimize resource allocation and improve availability.

Capacity Planning Storage Performance Analysis SAN NAS Monitoring Troubleshooting

Manager – Storage & Backup

Windstream Hosted Solutions

Aug 2011 - Oct 2012 (1 year 2 months)

Led a technical team managing storage, backup, and recovery across 10+ datacenters, diagnosing SAN/NAS performance issues and mentoring engineers on escalation handling.

Storage Backup And Recovery SAN NAS Team Leadership Disaster Recovery Mentorship

Project Leader – Enterprise Storage

State Employees' Credit Union

Jun 2009 - Jul 2011 (2 years 1 month)

Directed enterprise storage, backup, and monitoring for mission-critical financial systems; implemented monitoring that saved $2M annually and led a 7-person technical team.

Monitoring Backup Disaster Recovery Team Leadership SAN NAS Capacity Planning

Senior Systems Administrator

State Employees' Credit Union

Jun 2005 - Jun 2009 (4 years)

Designed and deployed infrastructure to modernize teller systems, architected SQL Server clusters with DR and failover testing to ensure availability of mission-critical systems.

Systems Administration Disaster Recovery Infrastructure Design Testing High Availability Windows Server