Jeramy Smith Email & Phone Number

Lawrenceville, Ga, Us

Braselton, Ga

• First and Second level technical support for:- Administration of Network Operations Center stream- Networking Center stream- IT Support stream- POS software and hardware issues- Retail Laptops (Windows 7 and Windows 10)- Retail Servers (Windows Server 2008)- Telecom and network issues• Partners with Store Operations, IT and various department to collect data and develop standardized reporting to provide comprehensive visibility into performance and health of the store IT environment• Assists help desk agents with complex issues stores may be experiencing• Proactively coach agents to seek resolutions to issues thru training/using their empowerment• Performs quality assurance on calls and tickets as defined by management• Participates in individual and team trainings and meetings to ensure knowledge is up-to-date• Alerts management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem• Observant in reporting unusual circumstances in the field to management• Drives continuous improvement of store associate-facing Retail IT programs and point of sale systems

Braselton, Ga

• Support 800+ Carter's, OshKosh B'gosh, and Skip*Hop stores• Monitor incoming alerts on our store's servers and other networking equipment (switches, routers, Cradlepoints, wireless access points) • Create Cherwell support incidents from incoming Hughes and SolarWinds networking alerts• Contact stores to perform tier 1 troubleshooting on networking equipment that may be offline or having other issues• Approve Hughes ON and NAP/ISP technician dispatches if tier 1 troubleshooting fails to recovers networking devices• Assist technicians on conference bridges for troubleshooting, as needed

Braselton, Ga

• Support 800+ Carter's, OshKosh B'gosh, and Skip*Hop stores• Meet contact center goals and service level by utilizing established service techniques• Identify and handle store phone inquiries completely and accurately• Resolve customer complaints and problems to the satisfaction of the user• First level support for: - Epicor/Aptos POS software and hardware issues - Telecom and network issues - Incidents related to in-house applications - Incidents related for Microsoft Office, Citrix and other applications - Laptop hardware and software issues - iPod hardware and in house software issues - Phone line issues• Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload• Use technology tools as directed and within established guidelines• Maintain confidentiality of the organizations user data• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem• Observant in reporting unusual circumstances or possible security concerns in the field to management• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision• Remote user administration (LANDESK)

Statesboro, Georgia

• Inspected fire extinguishers, exit signs, emergency lights in each building on campus, while looking for other safety violations• Conducted monthly fire and tornado drills at the Child Development Center• Planned and coordinated summer annual fire extinguisher inspections• Assisted with fire safety training classes, lecturing and demonstrating the proper use of fire extinguishers• Filled in as administrative assistant when needed by answering and transferring phone calls• Trained new assistants on required duties

Statesboro, Georgia

• Utilized TMA (The Management Authority) Systems to maintain the database by updating and closing work orders, generating records, and adding user accounts• Provided customer support to employees (computer/printer setup, login issues, removal of malware)

Brooklet, Georgia

• Completed invoices by gathering items for shipment to schools• Organized shelves in warehouse to make school supplies more accessible for distribution• Delivered packages to schools in surrounding counties

Bachelor Of Science (B.S.), Information Technology

Activities and Societies: Christian Campus Fellowship, Intramurals (Softball, Flag Football, Ultimate Frisbee)

Education record