Evan Robertson Email & Phone Number

Lansing, Michigan, United States

DOCUMENT DEVELOPER II 08/2014 to CURRENT Jackson National Life | Lansing, MI• Adhere to and maintain standard operating procedures (SOPs), training documentation, and technical standards within the document development domain • Partner with team members to understand problems and recommend solutions• Perform data analysis and identify data elements needed to create simplified visuals to drive business decisions • Troubleshoot downstream impact of implemented development projects • Create and modify user-defined forms, illustrations, or other types of complex outward-facing correspondence using various output-generating toolsets

• Explained technical information in clear terms to non-technical individuals to promote better understanding• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks• Installed, modified, and repaired software and hardware to resolve technical issues • Documented transactions and support interactions in system for future reference and addition to knowledge base• Provided Tier 2 IT support to non-technical internal users through desk-side support services

• Provide expert customer service and server-related website support• Provide technical support in e-mail format for web server-related issues

• Handle Webhosting services, domain registrations and renewals• Troubleshooting, setup, and sales of T1 and DSL Circuits• Leveraged data-driven monitoring systems to identify and resolve potential issues • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues • Performed technical troubleshooting and diagnosis, software installation, and information gathering to keep infrastructure operational

• Handle virus and spyware-related issues both internally and externally• Provide hardware and software installation, local area network administration, troubleshooting, inventory, and management of a several hundred-computer network

• Provided expert customer service and senior Internet technical support helping to keep a high customer retention rate• Provide residential and business telephone repair, provisioning, and problem solving

Associates, General Studies

Education record