Jesse Chen Email & Phone Number

Alpharetta, Georgia, United States

- Deliver Tier 1/2 technical support to customers remotely through phone and the ConnectWise ticketing system.- Offer technical guidance on a range of desktop technologies, peripherals, mobile devices, networking, and cloud-based solutions.- Diagnose and resolve issues with various technologies including Windows, macOS, Citrix XenApp, Microsoft Office, M365, OneDrive, Teams, telephony, fax, mobile devices, malware/viruses, network printing, scan-to-email/folder, network/wireless, and access points.- Document all interactions and calls with detailed summaries and troubleshooting steps in accordance with Service Desk SOP.- Update and maintain technical documentation, alerting management to necessary updates, identifying documentation gaps, and gathering missing information.

Brookhaven, Georgia, United States

• Collaborated with manager and assistance manager with inventory. By doing counts, error rates will go down by 90%.• Making sure store is always stocked for 14 aisles containing thousands of products.• Ensuring store looks orderly for customers, providing a clean environment for shoppers.• Led multiple team members and leads of 10+ people to sustain a healthy relationship and productivity.• Mentor new colleagues to uphold a high productivity rate.

Philadelphia, Pennsylvania, United States

• Updating and maintaining all 60+ computer systems up to date and keeping runtime high.• Lead juniors to establish a baseline of quality to help customers.• Maintaining and fixing errors, both software and hardware-related.• Assisting clients with needs.• Support, troubleshoot, and manage applications and Windows operating system. Auditing machines can help maintain a 90% constant runtime.