JASON HODGES

Major: Bachelor of Information Technology | Minor: Security
American Intercontinental University | Schaumburg, IL | Credits Earned: 180 | GPA: 3.71 | Graduated

Laid Off Due to Company Acquisition

• Actively leveraging career services to optimize job search strategies, including refining my resume and preparing for interviews, while assisting with various part-time tasks to support financial stability during the job search, demonstrating flexibility and a strong work ethic

• Set up and troubleshooted Electronic Health Record (EHR) software-related issues on clients' systems, ensuring seamless functionality, during implementation and after go-live dates
• Provided training to clients on purchased applications, empowering them to effectively use the software
• Collaborated with cross-functional teams weekly, using remote tools, to ensure successful software installations were completed, during implementation, before go-live dates
• Managed multiple concurrent implementation projects, adhering to timelines and budget constraints while maintaining high standards of quality and client communication
• Provided ongoing technical support and troubleshooting post-implementation for 13+ customers daily, efficiently resolving issues to ensure uninterrupted system functionality

• Collaborated with production and logistics teams to schedule millwork deployment dates in SharePoint, ensuring projects stayed on schedule and met client deadlines
• Maintained organized records of deployment plans, client communications, and progress updates using Outlook, SharePoint, and Excel, facilitating smooth reference and auditing processes
• Processed client information accurately and efficiently, ensuring timely completion of millwork delivery

• Maintained up-to-date knowledge of company products, services, and technical processes to deliver accurate and effective technical support after go-live-date
• Logged and tracked troubleshooting details in Salesforce concerning software issues after implementation, ensuring precise documentation and resolution tracking throughout the troubleshooting process
• Provided timely and efficient technical support to 15+ users daily, promptly addressing and resolving software technical issues related to Electronic Health Records (EHR)
• Utilized Windows Remote tool to troubleshoot and resolve software issues reported by customers

• Demonstrated strong interpersonal skills in team settings, working collaboratively with diverse teams to troubleshoot technical issues, successfully resolving 90% of client-related network login issues
• Coordinated and generated bi-weekly data analysis reports for three distinct medical facilities, emphasizing Key Performance Indicators (KPI) to ensure the support team met weekly metrics
• Provided technical assistance for the hosting platform, resolving 20+ daily software issues, achieving a 95% resolution rate, ensuring operational continuity throughout the day
• Displayed unwavering commitment to resolving complex technical issues, resulting in improved customer satisfaction rates, strengthened client relationships, and enhanced SLA metrics

• Applied excellent verbal and written communication skills to create clear and concise technical documentation for user support and troubleshooting steps, enhancing operational efficiency
• Utilized technology solutions to troubleshoot an average of 20+ daily software and encryption related issues for staff, achieving a 95% resolution rate and ensuring operational continuity
• Conducted password resets and account recoveries using Active Directory tool, ensuring secure access to essential applications during software deployment
• Provided technical support for iOS devices, assisting customers with software and hardware-related issues

• Provided technical support for Microsoft Outlook, diagnosing and resolving issues related to e-mail accounts, connectivity, and performance for an average of 15 users daily
• Monitored ATMs, detecting and resolving issues such as hardware malfunctions, communication failures, and software errors, maintaining service availability and system reliability
• Troubleshooted and resolved software issues for a large network of devices, ensuring optimal functionality and seamless integration
• Led a team of support specialists in delivering comprehensive technical support, maintenance, and repair services for 2,300 ATMs, enhancing overall service efficiency and client satisfaction

1. Term A1203P: 6/4/12 – 8/19/12
2. Term A1202P: 3/19/12 – 5/27/12
3. Term A1201P: 1/2/12 – 3/11/12
4. Term A1103P: 7/18/11 – 9/25/11