Jerod Piatt
711 Colwyn Pass, San Antonio, TX 78216 H: - Email:-Dependable and meticulous. A willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
Skills
Advanced proficiency with Microsoft Windows Desktop Operating Systems
Advanced proficiency with Linux Operating Systems
Proficient with Android and iOS mobile / tablet Operating Systems
Proficient with MacOS
Proficient with Microsoft Azure
Proficient with Google Cloud Platform
Proficient with Terraform
Proficient with Kubernetes
Familiar with working in an Agile environment
80+ words per minute (WPM) error free typing speed
Expert level delivery of customer service
Basic knowledge in utilizing a REST API
Excellent problem-solving skills
Capable of writing useful technical documentation
Professional Certifications and Accredited Testing
2022 HashiCorp Certified: Terraform Associate (002) (September 2022) (expired)
2022 Microsoft Certified: Azure Administrator Associate (August 2022)
2022 Google Cloud Associated Cloud Engineer (July 2022)
2018 MCSA Office 365 (April 14th)
2016 Cisco CCNA (October 3rd) (expired)
2016 CompTIA Linux+, LPIC-1 (July 11th)
2016 CompTIA Network+ (April 15th) - expired
2014 ACT College Entrance Exam
Score: 27
Work History
Customer Service Technician, CyberFortress, San Antonio, TX February 2024 to March 2025
Support a broad stable of technologies proficiently
Created the documentation standard for support
Assisted with locating and preparing to centralize documentation
Cloud Practice Engineer II, Rackspace Technology, San Antonio, TX September 2022 to March 2023
Work in an Agile environment
Utilize Microsoft Azure to resolve customer use cases and issues
Manage time to ensure work is handled in an efficient and timely manner
Lead Email Technician, Rackspace Technology - San Antonio, TX September 2021 to September 2022
Sending significant amounts of feedback to improve the state of the support floor and coordinating with management to offer feedback regarding multiple teams.
Regular creation and providing of training regarding specific, usually technical, topics.
Updating and writing documentation regarding processes, particularly troubleshooting workflows
Taking ownership as the final point of customer-facing technical escalation and recognizing/coordinating issues with our backend engineering teams.
Customer Service Technician III, Rackspace Technology - San Antonio, TX April 2020 to September 2021
Taking ownership as a point of escalation for chat, calls, and tickets, final non-manager escalation for chats
Customer Service Technician II, Rackspace Technology - San Antonio, TX June 2019 to April 2020
Using analytical skills to identify and neutralize the root cause of problems
Simplifying explanations of otherwise complex technical issues
Intense multi-tasking to manage 3 chats, maintain good ticket statistics, and answer questions from other Rackers in a timely manner.
Assisted in peer to peer assistance in order to share my customer service expertise and to educate and empower fellow Rackers
Customer Service Technician, Rackspace Technology - San Antonio, TX April 2018 to June 2019
Speaking with users on a daily basis to help with their technical support needs
Data entry and documentation of all user contacts
Educating users on the product to prevent callbacks and empower them
Defused aggravated user situations calmly and courteously
Learning and adapting on the fly to work with other Rackers when handling new or unfamiliar issues in a timely fashion, allowing me to have enough information to get the customer to the right Racker for further support.
Technical Support Senior Advisor, Volt Management Corp - San Antonio, TX January 2018 to March 2018
Set commitments to follow up with multiple customers to continue handling issues past one call
Make judgements on when to appease customers for extreme circumstances
File tickets, respond to their results, and utilize them to act as a final point of customer contact
Technical Support Advisor, Volt Management Corp – San Antonio, TX June 2017 to January 2018
Supported software issues of MacOS and iOS systems
Education
- Rackspace Technology Open Cloud Academy Graduate (San Antonio, TX)
Courses: Network+ Workshops, Network Operations Track
- Alamo Heights High School (San Antonio, TX)
GPA: 2.7, Courses: Debate, Pre-Calculus
