Jake Persad

IT Support professional with hands-on technical experience troubleshooting software, systems, and customer-facing technology across multiple industries. Currently upskilling Coursera Google AI Essentials. Completed structured training in desktop support, system administration fundamentals, and IT service management through lab-based simulations and applied coursework.

Diagnosed technical issues, resolved end-user incidents, and documented support activities to maintain system stability and service continuity. Focused on delivering reliable technical support, improving user experience, and contributing to efficient IT operations.

Seasonal Ambassador (Candy Cane) at Theater MAMA (2023-09 – 2024-09)

• Managed crowd flow and guest navigation across a high-traffic event venue, applying communication and de-escalation skills to maintain a safe and organized environment.
• Delivered consistent, high-quality guest interactions in a customer-facing role, supporting overall event operations and guest satisfaction.
• Provided amazing customer atmosphere and support

Independent Contractor (Driver) at Uber (2021-04 – 2024-04)

• Managed end-to-end delivery logistics independently, optimizing routes and prioritizing time-sensitive orders to maintain a high customer satisfaction rating.
• Resolved real-time delivery issues including address discrepancies, app errors, and order conflicts using mobile technology and platform tools to ensure accurate fulfillment.
• Maintained detailed performance metrics through the Uber platform, consistently meeting on-time delivery benchmarks and customer service standards.
• Demonstrated self-directed work management and accountability in a remote, technology-dependent role with no direct supervision.

Ramp Agent / Wing Walker / Ramp Driver at WFS (Worldwide Flight Services) (2020-11 – 2021-11)

• Operated cargo loaders and belt loaders to load and unload ULD containers onto aircraft, following strict safety protocols in a time-sensitive, high-pressure environment.
• Performed wing walking duties, providing real-time guidance to pushback drivers using standardized wand signals to ensure safe aircraft clearance.
• Adhered to FAA and company safety compliance procedures, demonstrating reliability and precision in a regulated operational environment.
• Collaborated with a ground crew team to coordinate logistics under tight turnaround windows, consistently meeting departure deadlines.

Customer Guide & Tech Assistant at VR World NYC (2018-05 – 2020-05)

• Troubleshoot VR hardware and software malfunctions using Windows system tools and Steam platform settings, restoring operational readiness and minimizing customer-facing downtime.
• Diagnosed and resolved equipment configuration issues across multiple VR stations, reducing repeat incidents through consistent documentation of common fault patterns.
• Delivered end-user technical support to customers in a high-volume environment, explaining technical issues in clear, non-technical language to ensure customer satisfaction.
• Performed routine maintenance and safety checks on VR gear, green screens, and peripheral equipment, maintaining station availability during operating hours.
• Coordinated equipment setup and teardown for sessions, applying hardware orientation procedures to ensure consistent system performance across all units.

Dispatch Office Assistant at Royal Waste Services (2020-09 – 2020-09)

• Entered, validated, and maintained operational data using Microsoft Excel, generating daily and weekly reports to support the collections department's decision-making.
• Managed and tracked work orders from intake to resolution, coordinating with internal teams to investigate and close service issues within established timelines.
• Provided frontline customer support via phone and in-person, triaging service complaints and escalating unresolved issues to the appropriate department.
• Maintained accurate records and documentation across multiple active cases, ensuring data integrity and supporting compliance with operational procedures.

High School Diploma in Media and communications – JAHS