Jardin Gwin

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.

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