Jason Machak
@jasonmachak
IT specialist with expertise in system administration and technical support.
United StatesWhat I'm looking for
I am a dedicated IT professional with a year of experience specializing in system administration, troubleshooting, and technical support. My background includes collaborating with diverse IT teams to identify solutions for complex technical issues, ensuring seamless operations and customer satisfaction. I pride myself on my ability to interface effectively with customers, providing end-user support that enhances their experience.
In my role as a Tier 3 Specialist, I resolved a variety of customer issues, consistently meeting call handling goals and achieving an impressive 80% first call resolution ratio. I developed and implemented an efficient ticketing system that improved incident tracking and troubleshooting, contributing to a 35% reduction in ticket escalations. My commitment to excellence is reflected in my ability to resolve technical issues for over 200 employees, which increased overall productivity by 20%.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Customer Service Representative
Jan 2017 - Present (8 years 6 months)
Consistently met call handling goals by closing an average of 47 calls per day with an 80% first call resolution ratio. Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues.
Tier 3 Specialist
Tier 3 Technical Support
Jan 2016 - Present (9 years 6 months)
Resolved all wireless and hardwired issues of the internet service. Worked with Pig to solve internet connectivity.
Assistant Supervisor
Assistant Supervisor
Jan 2010 - Present (15 years 6 months)
Supervised 300 employees in a call center function. Contributed to the development of a comprehensive knowledge base, resulting in a 35% reduction in ticket escalations to higher-tier support.
Education
Degrees, certifications, and relevant coursework
COCoursera
IT Support Professional Certificate, IT Support
Completed a professional certificate program focusing on IT support. Gained expertise in various IT support tasks and troubleshooting techniques.
COCoursera
Cybersecurity Professional Certificate, Cybersecurity
Completed a professional certificate program in cybersecurity. Developed skills in identifying and mitigating cybersecurity threats.
UPUniversity of Phoenix
Bachelor of Science, Information Technology
Earned a Bachelor of Science degree with a focus on Information Technology. Acquired foundational knowledge and practical skills in IT.
Availability
Location
United StatesAuthorized to work in
Job categories
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