JaCory Jefferson

Experience

• 

  Baker Concrete Construction, Inc.

  May 2013 - Oct 2014

  IT Support Engineer

  Possess competency in the following areas in order to perform his/her role in a safe, productive, and effective manner.*Resolves all tiers of support issues*Expedites aged or critical tickets by monitoring the support queues* Advises the Tech Support Manager of any outages or service problems immediately*Builds and maintains "enterprise-class" client workstation images. Including slip-streaming of software updates* Manages end-user hardware and software inventory*Initiates procurement requests to maintain inventory as needed for daily support items* Participates as project lead on technical systems projects and implementations* Answers Tech Support calls using professional etiquette* Provides support for topics as diverse as mobile communication and networking/VPN connectivity* Show less

• 

  Unisys

  Dec 2014 - Jun 2016

  • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service• Lead Support Management incorporated in day to day activity• Server management within Citrix environment (XA5 XA6 Xen Director)• Complete understanding and wide application of technical principle, theories, and concepts• Understand of Service Level’s and experience in documentation for key concepts for overall business organization• Team oriented, and successful with team building creating a foundation of overall IT fundaments Show less • 2nd Level contact support • Complete understanding and wide application of technical principle, theories, and concepts. • Deliver consistently high levels of customer service. • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service • Consistent achievement of First Contact Resolution performance metric. • Accurate documentation of interactions, incidents, and problems. • Manage time and workload to meet predetermined service levels • Provides technical solutions to a wide range of difficult problems • Recommends corrections in technical applications and analysis. • Maintain data accuracy in the relevant contact management system. • Provide clients with problem reference numbers and request numbers. • Understanding of various media sources that interface with the Service Centre. • Support multiple clients through customer service professionalism and insight. Show less

  • Technical Support Analyst II

    Jun 2015 - Jun 2016

  • Technical Support Specialist I

    Dec 2014 - Jun 2016
• 

  ADP

  Jul 2016 - now

  -Oversee the use of standard process workflows by team.-Train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed.-Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.-Serve as an acting backup to the Team Manager, providing leadership, guidance and direction to team members in the absence of the manager.-Served as project lead, surfacing technology needs/improvements for projects and programs to appropriate parties.-Managed assigned project's scope, timeline, and changes. -Generated and maintained key project documents (i.e. work-plans, status reports issue and resolution logs and change control documents) as needed. Utilized these documents to communicate project status to key stakeholders.-Negotiated favorable solutions internally and/or externally for ADP and clients while maintaining stakeholder business relationships. -Effectively communicated with all business partners ensuring appropriate and timely updates to any potentially impacted group or individual. Show less -Immediate point of contact to ensure information system displays data feeds appropriately aggregate to system interface-Ensure secure analysis for transmission (SFTP) during client setup for reliable communication of data-Serve as a subject matter expert to client regarding eligibility, affordability, reporting, analytics, technology, and integration to service ADP's largest clients-Solve client problems by ensuring a consistent and superior client experience, taking a broad perspective to identify solutions-Drive program compliance and manage penalty reconciliation and payments-Provide proactive tracking of current employees to ensure eligibility compliance-Determine benefit plan affordability for each employee with an ACA benefit status of full-time-Set-up the enrollment process for ACA eligible employees-Consistently monitors open cases to ensure Service Level Agreements are met or exceeded-Manage overall performance of client interactions according to corporate standards and guidelines-Will ensure quality standards, performance metrics, and service levels are met or exceeded-Share knowledge and best practices with less experienced Consultants and Specialists-Work proactively with clients to provide information, best practices and training Show less •Initiate the process of rolling out company products to stakeholders•Manage client projects overseeing the overall process and procedure to quickly, and correctly process documentation within Health Care Reform Platform•Conduct weekly status meetings to ensure goals are met, and client fully understands benefits of software developed and configured to individual needs•Coordinate and maintain documentation that correlates closely to IRS standards for correct end of year filing Show less

  • Client Services Team Manager

    Feb 2022 - now

  • Client Services Team Lead

    Jul 2018 - Feb 2022

  • Health Compliance Account Manager

    Apr 2017 - Jul 2018

  • Implementation Specialist II

    Jul 2016 - Apr 2017