Jacob Roach
Fort Wayne,IN
Summary
As an assistant manager, my primary objective is to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional customer service.
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
Resultant – City of Fort Wayne
Fort Wayne, IN
01.2024 - Current
- Managed and resolved daily service desk tickets within SLA expectations
- Provided hardware, software, and network support for city departments
- Documented incidents and resolutions; escalated issues as needed
- Provided training and support to staff, improving team efficiency in troubleshooting processes.
- Collaborated with IT teams to implement system upgrades, streamlining operational workflows across departments.
Deployment Specialist
Resultant – City of Fort Wayne
Fort Wayne, IN
05.2023 - 01.2024
- Assisted with workstation deployment, configuration, and software setup
- Supported system readiness for end users with minimal downtime
- Coordinated system deployments to enhance operational efficiency and service delivery.
- Oversaw quality assurance measures during deployment phases to maintain high service standards.
Advanced Repair / Consultation Agent
Best Buy – Geek Squad
Fort Wayne, IN
09.2021 - 01.2023
- Diagnosed and repaired hardware/software issues; performed OS installs and data recovery
- Delivered front-line technical support and customer consultation
- Provided expert technical support and troubleshooting for a range of consumer electronics.
- Guided customers in selecting products that meet their specific needs and preferences.
Shift Leader / Manager
Planet Fitness
Fort Wayne, IN
12.2015 - 08.2020
- Supervised operations, staff scheduling, and customer service
- Supervised daily operations, ensuring compliance with company standards and customer satisfaction.
- Trained and mentored team members, fostering a collaborative work environment and enhancing service quality.
- Managed inventory control, optimizing stock levels to meet member demands without excess waste.
Education
Logistics & Supply Management -
Ivy Tech Community College
Fort Wayne, IN01-2015
High School Diploma -
North Side High School
Fort Wayne, IN01-2012
Skills
- Technical Support
- Help Desk
- Ticket Management
- Desktop Support
- Windows OS
- Remote Desktop
- Microsoft 365
- Hardware/Software Troubleshooting
- Customer Service
- Technical troubleshooting
- Remote support
- MDM (mobile device management)
Timeline
Technical Support Specialist
Resultant – City of Fort Wayne
01.2024 - Current
Deployment Specialist
Resultant – City of Fort Wayne
05.2023 - 01.2024
Advanced Repair / Consultation Agent
Best Buy – Geek Squad
09.2021 - 01.2023
Shift Leader / Manager
Planet Fitness
12.2015 - 08.2020
Logistics & Supply Management -
Ivy Tech Community College
High School Diploma -
North Side High School