Jason Kulka
Cottage Grove
Summary
Dynamic IT professional with a proven track record at Marco Technologies LLC, excelling in customer relations and expert problem-solving. Enhanced user experience through advanced technical troubleshooting and documentation management, while implementing continuous improvement strategies that significantly boosted customer satisfaction rates. Proficient in Windows OS and committed to fostering team collaboration.
Overview
10
10
years of professional experience
Work History
Outsourced Support Desk Specialist
Marco Technologies LLC
01.2022 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
Mobile Support Equipment Operator
Ecolab
06.2017 - 10.2019
- Streamlined work processes with the effective coordination of equipment movement and scheduling in high-demand environments.
- Ensured proper care for all assigned equipment through meticulous recordkeeping and adherence to manufacturer guidelines.
- Assisted in the development of custom tools and attachments for specialized tasks, increasing versatility of mobile support equipment assets.
- Contributed to a positive team environment through clear communication, active listening, and constructive feedback for peers.
- Improved mobile support equipment efficiency by implementing a comprehensive preventive maintenance program.
- Reduced downtime by swiftly diagnosing and repairing equipment malfunctions, ensuring minimal impact on operations.
IT Technician
Japs-Olson
05.2015 - 08.2018
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Configured systems according to prescribed software and hardware frameworks.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
Education
Associate of Science - Information And Computer Systems
ITT Technical Institute
Eden Prairie, MN09-2012
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Advanced communication
- Technical communication
- Proficient in Windows OS
- Proficient in Microsoft O365, SQL, Sharepoint,
- System installations
- Team collaboration
- Technical troubleshooting
- Troubleshooting techniques
- Continuous improvement
Timeline
Outsourced Support Desk Specialist
Marco Technologies LLC
01.2022 - Current
Mobile Support Equipment Operator
Ecolab
06.2017 - 10.2019
IT Technician
Japs-Olson
05.2015 - 08.2018
Associate of Science - Information And Computer Systems
ITT Technical Institute
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