JB

Open to opportunities

Jasmine Boyd

@jasmineboyd

Software Engineer-focused technical support professional delivering reliable customer solutions.

What I'm looking for

I’m seeking a Software Engineer position where I can apply my technical support troubleshooting experience and customer-first mindset to deliver reliable solutions, collaborate with a supportive team, and grow my engineering skills.

I am Jasmine Boyd, a highly experienced professional with 3 years in the technical field. I bring a strong customer service foundation along with exceptional multitasking, organizational, and analytical skills—so I can stay calm under pressure and resolve issues efficiently.

Currently, I’m Help Desk Support at Acro Service Corp, where I respond to user inquiries and technical support requests via phone or email with a goal of first call resolution. I document and track issues in the help desk ticketing system, and I support users with password resets, account unlocks, and software installations.

Before this, I worked as a Tech Support Specialist IV at Xerox managing a high volume of help desk printer tickets and proactively handling customer account inquiries through timely email communication. I also troubleshooted a variety of customer electronic devices at Conduent and resolved printer issues at Canon ITS, consistently maintaining accurate call documentation to keep the support process running smoothly.

Experience

Work history, roles, and key accomplishments

AC

Current

Help Desk Support

Current

Acro Service Corp

Jan 2024 - Present (2 years 5 months)

Provided phone/email technical support and resolved user inquiries with first-call resolution. Managed help desk tickets to deliver timely fixes, including password resets, account unlocks, and software installations.

Help Desk Support Ticketing Systems Password Resets Account Unlocks Installation Customer Support Troubleshooting Technical Documentation Microsoft Office

XE

Technical Support Specialist IV

Apr 2022 - Oct 2022 (6 months)

Managed high-volume printer help desk tickets while addressing customer account inquiries via timely email communication. Troubleshot technical issues to support smooth operations and maintain customer satisfaction.

Printer Troubleshooting Help Desk Email Support Customer Account Support Technical Support Issue Resolution Customer Communications

CO

Technical Support Advisor

Jul 2021 - Apr 2022 (9 months)

Answered incoming technical queries and troubleshot a range of customer electronic devices. Resolved issues efficiently in a customer-centric manner to enhance overall client satisfaction.

Technical Support Customer Support Problem Solving Issue Resolution Customer Centricity Communication Skills Troubleshooting

CI

Technical Support Rep I

Canon ITS

Mar 2020 - Jul 2021 (1 year 4 months)

Handled inbound calls professionally, troubleshooting and resolving customer printer issues promptly. Maintained accurate call documentation to improve efficiency in the support process.

Inbound Calls Printer Troubleshooting Customer Service Troubleshooting Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

NU

Norfolk State University

Bachelor of Science, Computer Science

2008 - 2014

Earned a Bachelor of Science in Computer Science at Norfolk State University from 2008 to 2014.

WH

Woodrow Wilson High

Advanced High School Diploma

2004 - 2008

Activities and societies: Honor roll throughout high school; Principal's Award (freshman and sophomore college years).

Completed an Advanced High School Diploma at Woodrow Wilson High in Portsmouth, VA from 2004 to 2008.

Tech stack

Software and tools used professionally

Gmail

Jan

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