Jordan Kade Email & Phone Number

Columbus, Ohio Metropolitan Area

Columbus, Ohio Metropolitan Area

Marysville, Ohio, United States

• Provide first contact support of incoming requests to the service desk via telephone, web portal, and chat to ensure courteous, timely, and effective resolution of end-user issues.• Respond to enterprise connectivity issues in an analytical and methodical documented manner• Build rapport and elicit problem details from service desk customers.• Prioritize incidents and service requests according to defined processes to meet defined SLAs.• Escalate incidents with accurate documentation to suitable technician, when required.• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.• Use remote tools and diagnostic utilities to aid in troubleshooting.• Research solutions through internal and external knowledgebase as needed.• Identify and learn appropriate software and hardware used and supported by the organization.• Work as an effective team member • Follow escalation and notification processes to management• Create and / or edit solutions to the knowledge base in a timely manner.• Demonstrate initiative and willingness to learn and grow with respect to technical and communication skill sets• Responsive to the Service Desk supervisor as additional duties are assigned• Open and willing to operate with flexible schedule (holiday shifts) • Maintain call answer rate >90%• Maintain customer satisfaction index rating >=95%• Promptly attend staff, department and divisional meetings as required• Achieve First Contact Resolution 70% of the time and support customer phone wait times less than 30 seconds whenever possible.• Convert voice mails to Service Now contacts or incident tickets• Provide suggestions for continual improvement.

Maintained a 100% ticket closure rate. Utilized PowerShell to write a script to gain system info about users forinventory and security audit purposes. Acts as first line of support for over 1,000 total end users. Troubleshoots problems relating to software, hardware, TCP/IP, DNS, and DHCP errors. Actively utilizes tools such as Active Directory, RDP, PowerShell, and Microsoft Admin Center.

Fayetteville, West Virginia, United States

My previous employer, Launch Wireless sold off their retail locations to Exclusive Wireless and my job responsibilities remain virtually the same. I Develop and execute effective sales strategies to maximize sales opportunities and enhance customer acquisition and retention. Build strong customer relationships through personalized service and extensive product knowledge. Provide leadership, guidance, and coaching to optimize team performance and foster a collaborative work environment. Address customer inquiries and complaints, ensuring timely and satisfactory resolutions.

Fayetteville, West Virginia, United States

Develop and execute effective sales strategies to maximize sales opportunities and enhance customer acquisition and retention. Build strong customer relationships through personalized service and extensive product knowledge. Provide leadership, guidance, and coaching to optimize team performance and foster a collaborative work environment. Address customer inquiries and complaints, ensuring timely and satisfactory resolutions.

Fayetteville, West Virginia, United States

Develop and execute effective sales strategies to maximize sales opportunities and enhance customer acquisition and retention. Build strong customer relationships through personalized service and extensive product knowledge. Analyze sales data and market trends to identify opportunities and adjust strategies for improved results. Address customer inquiries and complaints, ensuring timely and satisfactory resolutions.

Beckley, West Virginia, United States

Stocking and presenting merchandise on the sales floor.

Beckley, West Virginia, United States

Bachelor Of Applied Science - Basc, Cybersecurity And Information Assurance

Computer Technology/Computer Systems Technology, 12