Jacob Arrington
Asheville
Summary
Technical Support Analyst with expertise in troubleshooting and process optimization. Proficient in ticketing systems and remote support tools, leading to enhanced operational efficiency and increased client satisfaction. Experienced in training new hires and communicating solutions effectively, contributing to team success and alignment with organizational objectives. Committed to continuous professional development and skill enhancement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
NOC Technical Support Analyst II
CxOps, LLC
El Segundo
02.2023 - 03.2025
- Reviewed Tier 1 for accuracy and expected turn around for network operations center requests per service level agreement
- Covered On-Call rotation for service-impacting events after business hours
- Documented recurring incidents and created knowledge-base articles to streamline future support and preventative efforts
- Utilized Oracle to create item code and bill of materials for fulfillment personnel
- Drafted official incident and maintenance communications for clients and partners
- Trained new hires to adhere to all company procedures in daily operations
NOC Technical Support Analyst I
OceanX, LLC
Arden
07.2021 - 02.2023
- Worked within a 24/7/365 team tasked with network monitoring of cloud infrastructure, order management systems, telecom network and contact center operations
- Identified and escalated technical problems of heavy complexity inside Service Desk environment
- Provided internal and client-facing platform support by collecting necessary information from users to understand and facilitate resolution
- Conducted audit of user accounts and distribution lists to ensure 90-day PCI compliance per company policy
Applications Support Specialist
Ingles Markets, Inc
Black Mountain
06.2019 - 07.2021
- Troubleshooted and prioritized high volume of support requests through ServiceNow
- Utilized Bomgar and TeamViewer to provide remote support for distribution center and 198 store locations
- Coordinated with hardware contractors for service repair related to store, pharmacy and fuel stations
- Provided escalated support to management for ‘store-down’ situations to ensure retail operations resumed in a timely manner
Education
Bachelor of Science - Computer Information Systems
Appalachian State University
Boone, NC05-2019
Skills
- Troubleshooting and software expertise
- Ticketing systems and support
- Team collaboration
- Effective communication
- Remote support tools
- Process enhancement
References
- Ricardo Spence, Senior Supervisor Network Operations Center (NOC) at CxOps, (813) 785 - 1066
- Jared Myers, Sr Director, WFO & Contact Center Technology at MCI BPOaaS, (828) 216 - 9010
- Thomas Wooten, Service Desk Lead at OceanX, (828) 273 - 6553
- Hope Hreha, Manager Service Delivery at OceanX, (828) 329 - 6457
Affiliations
- Golf
Certification
- A+ Certification - In Progress
Timeline
NOC Technical Support Analyst II
CxOps, LLC
02.2023 - 03.2025
NOC Technical Support Analyst I
OceanX, LLC
07.2021 - 02.2023
Applications Support Specialist
Ingles Markets, Inc
06.2019 - 07.2021
Bachelor of Science - Computer Information Systems
Appalachian State University
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