J

Jacob Franklin

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Texas, United States

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Résumé

Jobs verified_user 0% verified
  • Mutual Of Omaha
    Service Desk Analyst
    Mutual Of Omaha
    Sep 2024 - Nov 2025 (1 year 3 months)
    Consistently exceeds average speed to answer and total handle time KPIs with ~35 calls per day.
    Troubleshoot hardware and software issues with corporate and personal devices for coworkers and contractors by phone, email, and CRM.
    Coordinate with other departments for issues with hardware replacements, server/code faults, etc.
  • Sonrava Health
    Sr. Technical Support Specialist
    Sonrava Health
    Apr 2024 - Sep 2024 (6 months)
    Provided root cause analysis/resolution and IT support and training for dental clinics and in-office coworkers.
    Coordinated replacements for failing PCs, x-ray devices, and presentation equipment with warehouse, vendor, and office workers.
    Owned and maintained self-help documentation for coworkers and clients.
  • C
    Technical Support Engineer
    CBORD Horizon
    Nov 2022 - Mar 2024 (1 year 5 months)
    Troubleshot and resolved all issues with Windows/MICROS POS registers and servers.
    Travelled to and implemented on-site projects with hardware/software upgrades and user training.
    Provided cross-team collaboration and chat support.
  • Reltio
    Technical Support Representative
    Reltio
    Feb 2021 - Oct 2022 (1 year 9 months)
    Troubleshot technical issues in big data SaaS app.
    Directed communication with internal teams to determine path to resolution.
    Executed and monitored large data operations for performance issues.
Education verified_user 0% verified
  • Dallas College
    A.S. Computer Science
    Dallas College
    Jan 2019 - Jan 2021 (2 years 1 month)
    Dallas, TX