Jason Delaney
Oakland
Summary
Dynamic Business/Tech Support Analyst II at the University of California, Berkeley, adept at delivering remote technical support and enhancing user satisfaction through effective communication. Proven expertise in troubleshooting and system diagnostics, coupled with strong collaboration skills, led to improved knowledge base and efficient resolution of technical issues across diverse platforms.
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Overview
33
33
years of professional experience
Work History
Business/Tech Support Analyst II
University of California, Berkeley
10.1991 - 07.2024
- Assisted customers in troubleshooting technical issues and provided timely resolutions.
- Collaborated with team members to document support processes and improve knowledge base.
- Conducted system diagnostics to identify and resolve software and hardware malfunctions.
- Provided training for users on software applications and system functionalities.
- Managed ticketing system to track issues and ensure efficient follow-up on customer inquiries.
- Adapted quickly to new technologies, enhancing support capabilities for diverse client needs.
- Communicated effectively with clients, ensuring clear understanding of technical solutions provided.
- Learned company products and services thoroughly to deliver accurate technical assistance.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Head of Library Security
University of California, Berkeley
10.1991 - 04.2002
- Led strategic planning initiatives to enhance library security resources.
- Oversaw budget management, ensuring efficient allocation of funds across 22 branch libraries and main complex.
- Developed collaborative partnerships with academic and staff departments to promote safety for staff and students.
- Hired and trained staff and student security for 22 branches and main complex.
- Responsible for overseeing and managing all aspects of Library Security.
- Develop and maintain incident response plans, ensuring timely and effective responses to security breaches.
- Develop and maintain incident response plans, ensuring timely and effective responses to security breaches
Education
Associate of Science - Criminal Justice
Chabot College
Hayward, CA05-1985
Skills
- Remote technical support
- Data analysisSoftware installation
- Hardware configuration
- Application installations
- On-site technical support
- Antivirus software
- Ticketing systems
- Operating systems
- TCP/IP
- Desktop support
- Technical troubleshooting
- User support
Timeline
Business/Tech Support Analyst II
University of California, Berkeley
10.1991 - 07.2024
Head of Library Security
University of California, Berkeley
10.1991 - 04.2002
Associate of Science - Criminal Justice
Chabot College
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