Jakeb Miller Email & Phone Number

Carrollton, Tx, Us

Carrollton, Tx, Us

Allen, Texas, United States

Software support for the Ascend application at Trek Bicycle

Allen, Texas, United States

I'm journeying into a new career. I have loved cycling for decades and I'm excited about this new opportunity to share my passion for anything cycling.

Plano, Texas, United States

Provide Tier 1 & 2 technical and operational support for multiple business and healthcare applications by providing problem analysis and troubleshooting assistance. Diagnose, troubleshoot, and resolves a range of software, hardware, and connectivity issues by asking probing questions, performing a detailed investigation through research and analysis while rectifying problems expediently. Key Contributions:  Support local staff remotely via VMWare, RDP, and LogMeIn to assist with PCs, Macs, Thin Clients, handheld devices, and mobile phones.  Interface with two medical clients, assign troubleshooting tickets, assist with escalating high priority tickets or escalation to other departments.  Maintain technical knowledge base used by each support desk and identify any process improvements.  Developed training materials for onboarding new staff and continued education.

Dallas/Fort Worth Area

Contract freelance photographer for local real estate photography company. Key Contributions:  Worked with builders, interior designers, and real estate agents to coordinate schedules.  Photographed high-quality images for both print and internet distribution.  Responsible for securing high-end photo equipment before first shoot, map route for shoots of the day.  Photographed multiple real estate property listings each day and then documented the shoots and archived them on the company’s servers for the postproduction team.

Dallas/Fort Worth Area

Drove the planning and execution of a wide range of onsite and remote technical support. Prepared and maintained a Knowledge Base for clients. Built proficiencies in working with servers, desktop computers, printers, phone and networks.Key Contributions: Steered the analysis and resolution of Tier 2 service issues remotely with an emphasis on efficiency and quality. Improved on-site performance capabilities by leading and monitoring multiple technology installations.  Initiated daily maintenance routines and scheduled technology upgrades to ensure seamless functioning.

Dell Services

Oversaw the logistics and operational needs of technical support in a call center environment. Coordinated the assessment and completion of workflow across multiple systems. Key Contributions: Assisted call center team members with advanced technical solutions for escalated Level 2 issues. Analyzed data issues and key performance indicators regarding client issues to develop new support processes. Established an online troubleshooting website to streamline information for executive staff decision making.

Orchestrated the comprehensive support of user functioning and technical processes for a large healthcare system. Resolved PC programs across multiple systems and products including desktop hardware and software. Key Contributions: Collaborated with the IT Director to implement a customer service-oriented strategic plan to improve satisfaction. Established training programs and educational materials to grow the personal capabilities of all employees. Utilized Norton Ghost to develop a library of images for each department.

Supported internal and external clients with technical assistance throughout 80 programs and procedures. Maintained an updated Service Desk Knowledge Base for all technical information and support data.Key Contributions: Specialized in providing extensive solutions for challenges associated with AS/400, Mainframe, IMMS, OnDemand, Invision, EasyWeb, Kronos, Star/McKesson, Star Navigator, Interqual/eDM/eDenial, AdamWeb, Sunquest, ACE Client Services, desktop support, network issues and service outages. Prepared and distributed flashes regarding system outages, service interruptions, and scheduled updates. Conducted the training and development of new customer service representatives with an emphasis on strict adherence to organizational standards.