Jessie Garcia
@jessiegarcia
IT Support Specialist and VoIP administrator who bridges technical fixes with customer empathy.
United StatesWhat I'm looking for
I’m an IT Support Specialist focused on keeping communication systems running smoothly and resolving issues at the point of service. I combine hands-on troubleshooting with clear, customer-friendly communication to reduce escalations and improve day-to-day reliability.
Most recently, I administered the Mitel VoIP phone system end-to-end—configuring hardware for new hires, provisioning user accounts, managing multiple phone queues, and maintaining system schedules. When outages occurred, I served as the on-site technical lead to diagnose root causes, coordinate with vendors, and restore service quickly to minimize business interruption.
I also deliver training that actually sticks: end-user training, new-hire onboarding, and technical education tied directly to internal software tools and communication systems. I’ve collaborated with leadership to design phone routing workflows that improved operational efficiency, while maintaining high-volume inbound support and meticulous documentation.
In parallel, I’m building my technical depth through Full Stack training, with coursework covering HTML, CSS, JavaScript, REST APIs, Git, Node.js, and Python. I bring strong documentation and cross-functional collaboration habits, plus the confidence to support both remote and on-site needs—so teams can move faster with fewer disruptions.
Experience
Work history, roles, and key accomplishments
Processed high-traffic customer transactions and order updates while maintaining data integrity for operational reporting. Fulfilled full-serve handout (FSHO) orders, resolved issues at the point of service, and collected quality information for follow-up.
Customer Service & IT Support
Lowen Watch Group
Sep 2021 - Present (4 years 6 months)
Provided high-volume inbound technical support (30–50 contacts/day) while accurately documenting issues and resolutions for preventive maintenance and scheduling. Delivered hands-on training for communication systems and internal tools, and collaborated on phone routing workflow improvements.
Provided policy and claims guidance to reduce misunderstandings and support customers through complex claims steps. Coordinated communication with claims adjusters, managed roadside assistance logistics, and distributed required paperwork via email.
Sales Associate / Shift Supervisor
Forever 21
Jan 2020 - Aug 2020 (7 months)
Supervised sales associates by delegating tasks, communicating schedules, and maintaining a professional team environment. Reconciled registers, reported daily sales to corporate via email, and stepped in for inventory management when needed.
Handled high-speed customer interactions while meeting client call performance expectations and following call script protocols. Assisted customers with auto accident support, guided them through claims, and coordinated roadside assistance and updates.
Customer Service & IT Support
Lowen Watch Group
Dec 2017 - Nov 2018 (11 months)
Administered the Mitel VoIP phone system end-to-end, including new-hire hardware setup, user provisioning, and management of 7 phone queues. Served as on-site technical lead for outages by diagnosing root causes, coordinating with vendors, and restoring service to minimize downtime.
Sales Associate / Shift Supervisor
Forever 21
Jul 2017 - Dec 2017 (5 months)
Executed opening and closing procedures and maintained fitting room operations in line with store protocols. Supported merchandise returns and register operations while assisting with inventory during staffing gaps.
Education
Degrees, certifications, and relevant coursework
University of Utah
Full Stack Development Certificate, Full Stack Development
2021 - 2021
Completed an intensive Full Stack Development program covering HTML, CSS, JavaScript, Node.js, Python, REST APIs, Git version control, and relational databases.
Itineris Early College High School
High School Diploma, High School
Earned a high school diploma from Itineris Early College High School.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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