Jarrod Frederick
Altoona
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Technical Support Representative II
Metronet Business
10.2025 - Current
- Develop and deliver training and refreshers on key processes and procedures.
- Monitor caseload and multichannel support queues, triaging work as needed.
- Monitor and respond to service alarms to maintain network and service continuity.
- Serve as an escalation point for complex technical issues and customer complaints.
- Identify recurring issues and recommend improvements to processes or training.
- 1 year 5 months
Business Technical Support Representative I
Metronet Business
01.2025 - 10.2025
- Delivered advanced technical support for business internet, VoIP phone, and managed Wi-Fi services, ensuring rapid issue resolution and minimal downtime.
- Diagnosed and resolved complex network, routing, and configuration issues involving fiber, GPON/XGS, and enterprise grade networking.
- Collaborated with subject matter experts, field operations, and engineering teams to escalate and resolve high priority service impacting incidents.
- 10 months
Business Technical Support Representative
Metronet Business
07.2024 - 01.2025
- Guided customers through advanced troubleshooting, configuration adjustments, and service optimizations for critical business systems.
- Documented resolutions, tracked recurring issues, and contributed to process improvements to enhance support efficiency and customer satisfaction.
- 7 months
IT Technician
Garvey Manor and Our Lady of the Alleghenies Residence
01.2024 - 07.2024
- Installed, maintained, and repaired computers, peripherals, and software.
- Provided technical support to staff both in person and remotely.
- Managed user accounts, email systems, and basic security settings.
- Performed routine backups and monitored system health.
- Assisted with small IT projects and day-to-day technical operations.
- 7 months
Sales Associate
Carters Inc.
08.2023 - 06.2024
- Assisted in record-breaking new store opening.
- Assists in hiring; actively recruited and completed candidate application review to ensure open positions were filled timely.
- Offered consistent, in-the-moment, feedback to the store team.
- Communicated professionally and effectively with the team; management and associates.
- Supported the planning and execution of store processes and merchandise placement in an efficient manner while following brand guidelines.
- Ensured all company policies and procedures are followed per company standards.
- 11 months
Technology Assistant
Altoona Area School District
08.2023 - 01.2024
- Provided technical support for 3,000+ users across nine buildings.
- Diagnosed and resolved hardware, software, and network issues for Windows, MacOS, Chrome OS, and iOS devices.
- Administered and maintained user accounts in Active Directory, Google Workspace, and Clever Learning systems.
- Assisted with district-wide deployment and replacement of teacher laptops.
- Escalated complex technical issues and collaborated with senior IT staff for timely resolutions.
- 6 months
Helpdesk Technician I
Stefanini North America and APAC
02.2023 - 04.2023
- Provide technical end-user support via telephone, email, or web chat.
- Provide restorative or maintenance actions to resolve end-user problems.
- Respond to end-user problems based on standard procedures.
- Correctly track incidents and calls.
- 3 months
Sales Associate
The Children's Place
01.2021 - 04.2023
- Consistently met and exceeded sales goals through personalized customer engagement.
- Promoted store credit programs and upsold products to increase revenue.
- Assisted customers with special orders and online purchases to maximize sales opportunities.
- Maintained organized, visually appealing displays to drive product visibility and sales.
- Supported team efforts to achieve and surpass store performance targets.
- 2 years 4 months
Store Solutions Technical Service Representative I
Sheetz
01.2021 - 12.2022
- Provided first-line support for hardware, software, and store-level systems.
- Monitored and analyzed system alarms, dispatching technicians as needed.
- Identified, escalated, and tracked priority issues to ensure resolution.
- Coordinated with field support and third-party vendors to resolve technical problems.
- Documented incidents and recommended process improvements for efficiency.
- 2 years
Store Lead
The Children's Place
11.2019 - 01.2021
- Trained, coached, and mentored associates to enhance performance and drive results.
- Partnered with the Store Manager to address performance concerns and implement improvement plans.
- Fostered a positive, team-oriented environment to boost morale and productivity.
- Led by example on the sales floor, modeling exceptional customer service and operational excellence.
- Ensured compliance with company standards and maintained an organized, efficient stockroom.
- 1 year 3 months
Store Team Member
Sheetz
03.2019 - 11.2019
- Served as a hospitality ambassador by greeting customers and providing an excellent experience.
- Prepared quality food and beverage items in a fast & friendly manner to meet customer expectations while following proper safety procedures.
- Completed customer transactions accurately and efficiently and ensured compliance with applicable age-restricted product regulations such as tobacco and alcohol.
- Maintained a neat and clean appearance in the store, kitchen, and dining areas and received and replenished food and beverage supplies/products.
- 9 months
Part Time Sales
rue21
05.2018 - 03.2019
- Built rapport through conversations and honest recommendations.
- Completed sales and arranged for delivery or pick-up of the customer's order as needed.
- Assisted customers in searching the company’s website for out-of-stock items to boost omnichannel engagement.
- Boosted sales by utilizing appropriate up-selling techniques.
- Assisted in maintaining the back stock room and setting up merchandise displays on the sales floor.
- Collaborated with fellow team members to keep the sales floor area clean and always organized.
- 11 months
Student Internship
Williamsburg Community School District
01.2015 - 01.2017
- Assisted the Systems Administrator in routine maintenance, setup, and deployment of new and existing equipment.
- Provided first-line troubleshooting and escalated to Systems Administrator as needed.
- Completed all other tasks assigned as directed in a timely manner.
- 2 years
Education
Associates - Information Technology
South Hills School of Business & Technology
01.2021
Certificate of Completion - Information Technology
Greater Altoona Career & Technology Center
01.2019
Skills
- Escalation management
- Incident management
- Productivity monitoring
- Policy and procedure enforcement
- Application support
- Hardware diagnostics
- Proposal writing
- Support documentation management
Certification
- CCNA Routing and Switching: Introduction to Networks
- Computer Systems Networking and Telecommunications
- CCNA Routing and Switching: Routing and Switching Essentials
Timeline
Business Technical Support Representative II
Metronet Business
10.2025 - Current
Business Technical Support Representative I
Metronet Business
01.2025 - 10.2025
Business Technical Support Representative
Metronet Business
07.2024 - 01.2025
IT Technician
Garvey Manor and Our Lady of the Alleghenies Residence
01.2024 - 07.2024
Sales Associate
Carters Inc.
08.2023 - 06.2024
Technology Assistant
Altoona Area School District
08.2023 - 01.2024
Helpdesk Technician I
Stefanini North America and APAC
02.2023 - 04.2023
Sales Associate
The Children's Place
01.2021 - 04.2023
Store Solutions Technical Service Representative I
Sheetz
01.2021 - 12.2022
Store Lead
The Children's Place
11.2019 - 01.2021
Store Team Member
Sheetz
03.2019 - 11.2019
Part Time Sales
rue21
05.2018 - 03.2019
Student Internship
Williamsburg Community School District
01.2015 - 01.2017
Certificate of Completion - Information Technology
Greater Altoona Career & Technology Center
Associates - Information Technology
South Hills School of Business & Technology