JEFFERY S. SNOW409 Smith Street • Le Sueur, MN 56058

Phone (507) 676-4354 • E-mail snowjeffery@gmail.com

Skilled IT professional looking for project support position within a technical environment.

Effectively utilized tools and resources to process, document & resolve enterprise level 1-2 incidents.

Proven referenced ability to effectively communicate, problem solve, and de-escalate customers

Designed tracking methods to include solid step-by-step details for ticket resolution and knowledge-based articles.

Developed project management skills with the implementation of network resources through ITT Capstone Final Project.

Learned 10 years advanced troubleshooting skills for mobile devices and computers from Kroll Ontrack, Verizon Wireless and previous employers

Continuously met and exceeded established service level agreements between help desk and other internal departments at Kroll Ontrack.

Saved Verizon Wireless hundreds of dollars from repeat customer calls by ensuring first call resolution

Increased revenue for call center through sales of phones, accessories, and other mobile products

CERTIFICATIONS ITIL Foundations Certification (11/2015)CompTIA A+ Certification (08/2010)

EDUCATION Bachelor of Science, Project Management and Administration, Expected Sept. 2016ITT Technical Institute, Eden Prairie, MN

Associates, Network Systems Administration, Aug. 2014ITT Technical Institute, Eden Prairie, MN

WORK EXPERIENCEKroll Ontrack, Eden Prairie, MNService Operation Technician I January 2013 to Present Perform end user technical support to personnel in 18 locations worldwide; voice and

electronic troubleshooting issues include Windows 7, Microsoft Office, Microsoft Outlook, desktop support and set up, software applications, Active Directory administration and network printing troubleshooting and support.

Manage support and setup of wireless devices, mobile phones and wireless network connectivity.

Handle request and incident tickets and emails in urgent work situations to restore service in a rapid-paced environment, while also taking phone calls to assist clients.

Created level one IT knowledge-based articles to improve efficiencies through the troubleshooting process.

Trained employees on various application tools, advanced troubleshooting and ticket-routing processes.

Verizon Wireless, Mankato, MNTech Support Coordinator II (Verizon Wireless) Oct. 2010 to Dec. 2012

Tech Support Coordinator (Verizon Wireless) Nov. 2007 to Oct. 2010 Solved a variety of general and technical support issues for Verizon Wireless cellular phone

customers regarding general phones, smart phones, tablets, data cards and billing. Consistently met my key performance indicator goals set by the call center and routinely

earned 100 percent in First Call Resolution. Received award recognition four times in a row as part of a top performing team in the call

center in all performance categories. Worked on the Verizon Wireless Safety Committee from 2009-2011.

Cambria, Le Sueur, MNPress Operator (worked while looking for entrance into IT industry) Dec. 2006 to Nov. 2007 Operated automated computer to ensure the efficiency and performance of the press, as well

as the production of quality quartz counter tops. Responsible for maintenance of all manufacturing equipment and followed safety

regulations.

ACS, Eden Prairie and Mankato, MNTeam Lead/Supervisor Feb. 2006 to July 2006 Tracked performance & quality of 16 Internet Specialists who took inbound calls to support

Northwest Airlines consumer website. Administered performance feedback & coaching to each customer care team member. Provided input to management team on team members' performance & skill sets.

Trainer/Learning and Development Specialist Nov. 2001 to Feb. 2006 Trained ACS Travel Division employees how to effectively use reservations systems &

computer administrative tools; coached them on customer care for the Northwest Airlines website (nwa.com).

Worked with a variety of departments such as the director of Customer Care, Quality Assurance and IT departments to improve training and operations.

Updated training curriculum to reflect current policies and procedures of services and products for ACS Travel Division.

Internet Specialist June 2001 to Nov. 2001 Provided customer care service to Northwest Airlines website users via telephone, e-mail

and instant messaging while working at ACS Travel Division