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.
• 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

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.
• 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

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