Justin DeGraw

Experience

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  Blurb

  Aug 2010 - Feb 2011

  Bookbinder

  Machine Operator (Binder) for custom book orders. Processed work orders efficiently while exceeding expectations. I learned team building skills, communication, shipping expectations, and effective communication from a effective leader. My section of the company closed that led to my layoff.

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  Autoliv

  Mar 2011 - Dec 2012

  Forklift Operator

  Started as a Package Handler. Moved to floater, in which I worked different positions at the warehouse depending on what was needed. Right before the company shut down I was the Forklift driver loading, and unloading trucks.

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  O'Reilly Auto Parts

  Mar 2015 - Apr 2018

  Assistant Manager

  I have learned many skills such as store and Inventory management, sales orientation, task management, complex problem solving, customer service, organizational skills, budgeting, and attention to details.

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  Scotts PC Solutions

  Jun 2017 - Feb 2020

  Computer Repair Technician

  Provided technical assistance and resolution to customers in person and over the phone.Maintained user and information security by keeping computers updated with current patches.Designed and assembled custom machines to meet clients purpose be it business or personal.Improved functionality of computers by installing new hardware and software.Corrected problems with office equipment such as printers, fax machines, and copiers.Researched hardware or software products to meet technical networking or security needs. Show less

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  NAPA AUTO PARTS

  Jun 2018 - Jun 2020

  Assistant Manager

  - Optimized operational efficiency by implementing effective scheduling and delegation strategies, ensuring comprehensive coverage for operational needs.- Elevated sales performance through the successful execution of promotional strategies and in-store events, resulting in increased revenue generation.- Directed and supervised a team of 8+ employees, overseeing training initiatives, performance monitoring, and disciplinary actions to foster a high-performing team environment.- Supported purchasing and record-keeping functions, including payroll management, scheduling coordination, and cash register operations, maintaining accurate financial records.- Demonstrated proficiency in inventory management, conducting regular cycle counts, and implementing robust loss prevention strategies to safeguard assets and minimize losses. Show less

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  Asurion

  Sept 2020 - Dec 2020

  Technical Support Representative

  - Recorded and maintained meticulous documentation of daily customer interactions, encompassing contacts, fulfillment actions, and support agreement processing.- Provided comprehensive technical support to users, guiding them through step-by-step solutions and troubleshooting procedures to address issues effectively.- Responded promptly to user inquiries regarding computer software and hardware operation, delivering efficient resolutions to problems.- Monitored system performance diligently, identifying and rectifying routine issues to ensure optimal operations.- Achieved an 80% resolution rate on initial contact, promptly escalating calls when necessary to facilitate swift issue resolution.- Tailored technical support strategies to accommodate diverse customer experience levels, ensuring effective assistance for users with varying levels of proficiency. Show less

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  RapidScale

  Aug 2021 - Mar 2022

  Cloud Support Technician

  - Investigate VM performance issues, making adjustments to settings and virtual devices to alleviate bottlenecks or other virtual infrastructure-related issues.- Administer user accounts in Active Directory via VCloud Director, including adding or disabling accounts as required.- Utilize Salesforce to manage tickets efficiently and provide daily updates to customers on case progress.- Monitor virtual environment capacity to ensure optimal performance and resource utilization.- Collaborate within a team to deliver comprehensive disaster recovery services, ensuring continuity of operations during critical events. Show less

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  TikTok

  Apr 2022 - Dec 2022

  User Support Specialist

  • Provide prompt, accurate, and empathetic assistance to TikTok users seeking help.• Master and apply a diverse array of tools and standard operating procedures effectively, while remaining abreast of policy and procedural updates.• Actively participate in strategic growth endeavors and specialized projects as required.• Foster collaboration with interdisciplinary teams to optimize user experience by promptly addressing concerns, devising innovative solutions, and refining operational processes. Show less

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  Merge

  Dec 2022 - now

  Support Specialist

  - Provide comprehensive assistance to customers by gathering pertinent information regarding their issues and delivering written resolutions promptly and effectively.- Proficiently oversee Zendesk support operations including ticket management, macros, integrations, and maintenance of help articles.- Design and implement Standard Operating Procedures (SOPs), Excel sheets, and support documentation to enhance operational efficiency.- Offer virtual troubleshooting support across iOS, Android, and Windows platforms, ensuring seamless user experiences.- Collaborate closely with the Development Team, actively participating in weekly meetings to address and resolve issues efficiently. Show less