Jonathan McIntosh

• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Developed team communications and information for meetings.
• Resolved problems, improved operations and provided exceptional service.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Created plans and communicated deadlines to ensure projects were completed on time

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in most crucial circumstances and after considerable time had been spent on single ticket.
• Onboarded and trained all incoming junior tech support specialists.

Key Achievements

• Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

• Volunteered with groups and organizations to help make measurable differences for program recipients.
• Coordinated food, clothing and household items for disadvantaged individuals and families.
• Used strong interpersonal communication skills to convey information to others.
• Engaged in community outreach to aid program mission centered on community support and enrichment.
• Coordinated work of project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
• Provided immediate responses to questions from volunteers
• Assisted with special events or programs