This resume is for Jerrod P. Wakefield, who has over 15 years of experience in customer service and technical support roles. He has a background in information technology and has worked in various roles including as a laborer, warehouse assistant, city carrier, installation technician, retail sales optician, helpdesk technician, and customer support representative. Jerrod has strong technical administration, customer service, and communication skills and is proficient in Microsoft Office, various operating systems, and internet technologies. He is motivated, organized, and able to work independently to solve problems.

1. Jerrod P. Wakefield
13809 93rd
Ave E • Puyallup, Washington 98373 • 770-286-5889 • jerrodwakefield@outlook.com
Technical Administration Skills
• Exceptional skills working with customers of all backgrounds & dispositions.
• 15 + years experience in a Customer Service & technical support role utilizing phones, email & IM.
• Significant Data entry with accurate & precise information conveyed.
• Excellent ability to work with management & team members & adapt to change.
• Ability to identify, analyze & resolve common technical issues, questions & problems within multiple Customer Service related
aspects.
• Network & PC hardware/peripherals knowledge.
• Microsoft Office Suite, AS/400, Open Office, Libre Office, familiar with the MIS environment.
• Good overall understanding of internet technologies & web browsing software: IE, Firefox, Safari.
• Knowledge of multiple operating systems & applications, Win 2000, XP, Vista, 7, Ubuntu 10x. & Macintosh.
• Self-motivated, goal oriented & driven to succeed.
• Superior oral & written communication skills.
• Ability to maintain composure in critical situations & communicate clearly with customers & employees.
• Attention to detail, excellent organizational skills, superior time management skills.
• Ability to work in a collegial fashion with peers in other organizational units.
• Ability to work independently & problem solve in a rapidly changing environment.
Education
Area of Study: Information Technology January 2003 to June 2004
Bellevue Community College,
Bellevue Washington
Professional Experience
Laborer/Sales Associate October 2015 to July 2016
TruGreen, Puyallup Washington
• Aeration & over seeding of properties.
• Performed quality control to ensure perfection.
• Ensured order & delivery of services for accuracy.
• Managed inventory control & ensured accurate estimates for jobs done for the day.
• Sales of products & services for existing & potential customers ensuring company retention & growth.
Warehouse Assistant October 2014 to October 2015
Rhino Camera Gear, Puyallup Washington
• Assembled product to specifications.
• Performed Quality Control to ensure perfection.
• Ensured order & delivery accuracy.
• Managed inventory control & coordinated with management on estimates for future orders.
• Performed order pickup & delivery for special parts needing additional work.
• Ensured newly delivered inventory count was correct & accurate.
City Carrier Assistant June 2014 to Aug 2014
USPS, Kent Washington
• Organized mail & parcels on multiple routes in delivery sequence.
• Delivered mail & parcels for multiple routes.
• Assisted & answered questions concerning delivery for the customer
Installation Technician July 2011 to September 2012
Dish Network, Kent, Washington
• Installed all satellite TV components as well as documenting service/installation details.

2. Jerrod P. Wakefield
13809 93rd
Ave E • Puyallup, Washington 98373 • 770-286-5889 • jerrodwakefield@outlook.com
• Recognized & corrected multiple issues relating to receiver software & cabling.
• Performed end to end checks to ensure a 100% quality control inspection & that service resolutions were achieved.
• Exceeded customer satisfaction goals by going above & beyond to ensure needs were met.
• Achieved goals in up sales of additional products, services & promotions.
Retail Sales Optician January 2010 to July 2011
National Vision, McCord (JBLM) Washington
• Exceeded all management sales objectives & expectations to ensure complete satisfaction.
• Utilized the company’s proprietary software to manage transactions & generate reports.
• Assisted patients with proper frame & lens selection for vision needs.
• Assisted Licensed Optician in making 1 hour glasses, dispensing & fitting to ensure no discrepancies with frames & lenses.
Helpdesk Technician September 2007 to March 2009
TekSystems/Boeing, Kent Washington
• Provided analytical & IT technical support remotely to end users of Boeing personal computers, workstations & related software &
hardware.
• Maintained knowledge of the MIS environment & the technologies associated with individual computers, workstations, software &
associated hardware, as well as the Boeing standard workstation configurations.
• Documented & reported all service requests & their outcome, following standard Boeing procedures & practices.
• Provided service desk on-call support outside of standard working hours.
Customer Support Representative October 2005 to September 2007
Cintas, Puyallup Washington
• Took inbound calls with objective of problem resolution with 100% customer satisfaction.
• Provided troubleshooting & repairs of PC, PDA, Network equipment & peripherals.
• Executed national account maintenance for retention.
• Accounted for all monies collected from service sales representatives throughout the day.