Jennifer Erhart
Hesperia,CA
Summary
Service-focused Technology Support Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Information Technology Support Specialist II
Chaffey Joint Union High School District
12.2015 - Current
- Provide support for approximately 2560 users daily resolving all technical issue.
- Provide IT support to non-technical internal users through desk side support services.
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users.
- Document all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolve escalated issues by serving as subject matter expert on wide-ranging issues.
- Provide network debugging and troubleshooting services in response to user-reported faults and malfunctions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
Technology Support Specialist
Bluebeam
07.2023 - Current
- Optimized technology support by providing timely and effective troubleshooting for hardware and software issues.
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email and chat.
- Streamlined communication between technical teams and end-users, fostering positive work environment for all parties involved.
- Support both Windows and Mac.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Collaborated with cross-functional teams to identify opportunities for process improvements and implement strategic solutions accordingly.
- Served as liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
- Maintained comprehensive documentation of IT processes, updates, and troubleshooting procedures to streamline future problem resolution efforts.
Computer Learning Specialist
Hesperia Unified School District
01.2014 - 12.2015
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
Education
Bachelor of Science - Information Technology
Capella University
Minneapolis, MN03.2025
Skills
- Help Desk Support
- Hardware and Software Repair
- Apple IOS
- Mac Systems
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Technical Troubleshooting
- Training Junior Team Members
- Desktop Support
- Printers and Peripherals
- Troubleshooting and Assistance
- End-User Training
- Resolve Technical Problems
Certification
- CompTIA A+ certification
Timeline
Technology Support Specialist
Bluebeam
07.2023 - Current
Information Technology Support Specialist II
Chaffey Joint Union High School District
12.2015 - Current
Computer Learning Specialist
Hesperia Unified School District
01.2014 - 12.2015
Bachelor of Science - Information Technology
Capella University
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