Jaydn Serrano Email & Phone Number

•Provide IT support related to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN/MacOS, and routing/switching) within negotiated Service Level Agreements (SLAs) or Service Level Objectives (SLOs). •Log all incidents reported via telephone, email, voice mail, or any other supported process\method. •Troubleshoot and resolve all incidents reported to the Service Desk •Distribute and dispatch incidents to the appropriate support groups as needed. •Ensure timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target. •Conduct first-level support using documented procedures and available system tools. •Review remote monitoring and management system alerts. •Coordinate and track all system-level production down resolution as necessary per documented procedures. •Administer IDs, passwords, and security rights for all internally developed web-based systems. •Basic remote access solution implementation and support: VPN, Terminal Services, and RDP.

Frisco, Texas, United States

•Acted as a liaison between Technical Support, Account Managers and other Cardtronics personnel to resolve escalated customer issues•Created, reviewed and closed tickets and maintained accurate customer records•Answered inbound and made outbound calls from clients, customers, and external vendors•Handled user and Regulation E/Card Trace calls from customers•Provided troubleshooting support and asked probing questions to assist clients and vendors•Handled internal/external reports and status updates•Monitored multiple email boxes and ensured accurate and precise responses within Service LevelAgreements•Followed-up on open investigations to ensure smooth handling and accurate closure of tickets

West Orange, New Jersey, United States

•Allocated supplies for kiosks to maximize profits•Managed operations of various food and beverage kiosks•Balanced register against inventory sales with 100% accuracy•Maintained excellent customer service and positive attitude towards guests, customers and clients•Adhered to safety policies and procedures including proper safety and sanitation for inspections•Ensured security of company assets.