Jardin Gwin

Customer-focused technical support professional with 5+ years of experience assisting enterprise clients, end users, field technicians, and multi-location operations. Skilled in troubleshooting hardware, software, Windows applications, printers, scanners, peripheral devices, account access, and network connectivity issues. Experienced managing multiple customer interactions across telephone, email, live chat, remote-support tools, and ticketing platforms while maintaining accurate documentation and timely follow-up.

Known for strong problem-solving, technical aptitude, ownership of customer issues, and the ability to communicate solutions clearly to technical and non-technical users.

PC Services Intern - Primerica - Duluth, GA

(2025-06 - 2025-09)

• Prepared, configured, and supported Windows workstations for employee deployment and daily business use.
• Performed Windows updates, hardware upgrades, RAM replacements, BIOS battery replacements, equipment moves, and cable-management tasks.
• Used Event Viewer and Windows diagnostic tools to investigate warnings, verify system performance, and support issue resolution.
• Documented equipment status, completed support activities, and communicated technical updates to team members and users.

Client Technical Support Representative - Fiserv - Alpharetta, GA

(2021-07 - 2025-04)

• Delivered customer-focused technical support through telephone, email, live chat, and remote-support tools for printers, scanners, PCs, Windows applications, connectivity, and service-related issues.
• Managed multiple customer interactions while documenting case details, troubleshooting steps, outcomes, and required follow-up actions.
• Researched client inquiries, identified root causes, communicated clear resolutions, and escalated complex cases to appropriate technical teams.
• Reviewed support cases for troubleshooting accuracy, documented recurring problems, and contributed to technical documentation and bug tracking.
• Maintained ownership of open requests by providing timely updates, demonstrating empathy, and supporting customers through resolution.

Printer Technician - Stratix Corporation - Peachtree Corners, GA

(2020-10 - 2021-03)

• Diagnosed, repaired, configured, and tested printers and peripheral equipment in a structured technical-support environment.
• Validated hardware functionality and connectivity before equipment was returned to service or prepared for deployment.
• Documented service actions, equipment conditions, parts usage, and repair outcomes for accurate tracking and quality control.
• Supported equipment setup, preventive maintenance, deployment preparation, and technical issue resolution.

Help Desk Analyst - VelocityChain - Sandy Springs, GA

(2018-07 - 2020-01)

• Provided Tier 1 remote support for a grocery client operating more than 100 locations, assisting users with hardware, software, account-access, RF-device, iPad, and supply-chain application issues.
• Used Freshdesk and ServiceNow to create, categorize, prioritize, update, and resolve support requests.
• Managed multiple incoming issues while maintaining detailed case notes, accurate records, and timely customer communication.
• Performed ticket audits, synchronized case information between support platforms, and provided service reporting and workflow visibility.
• Escalated complex incidents to Tier 2 teams after completing appropriate troubleshooting and documenting attempted resolutions.

Technical Support Specialist - Trextel - Duluth, GA

(2019-03 - 2019-08)

• Supported customers and field technicians implementing voice, data, video, network-deployment, and maintenance solutions.
• Provided PC, server, web-application, physical-layer, and basic network troubleshooting while maintaining strong customer-service standards.
• Prioritized and triaged telephone, email, and network-monitoring requests based on urgency, scope, and business impact.
• Coordinated communication among customers, field technicians, help desk resources, project managers, and network operations personnel.
• Created service tickets, assigned technicians based on skills and location, documented project activity, and escalated relevant issues.

Bachelor of Arts - Political Science - Georgia Gwinnett College (2026-12)

Associate of Applied Science - Computer Networking Specialist - Gwinnett Technical College (2020-05)

Certificate - Network Administrator - Gwinnett Technical College (2020-06)

Certificate - PC Repair and Network Technician - Gwinnett Technical College (2017-12)