Jason Smith

Truckstop.com  •  Boise, ID

• Lead technical support for internal users, resolving complex issues efficiently and improving overall user productivity.
• Manage Azure Active Directory and InTune user accounts and workstations, ensuring secure access control and compliant configurations.
• Coordinate Service Desk activities and mentor technicians, serving as an escalation point and improving team performance and knowledge sharing.
• Refine Service Desk processes, SOPs, and documentation to improve consistency, response times, and resolution rates.
• Partner with product and engineering teams on UAT and bug documentation, helping improve system reliability and user experience.
• Design and build AI-assisted tools and GUI-driven automations to streamline onboarding, offboarding, and access changes across multiple systems.
• Develop automated workflows for RMIS AVD/VM rebuilds, significantly reducing manual effort and improving consistency of virtual environments.
• Use AI copilots daily (ChatGPT, Claude, Perplexity, Cursor) for script generation, troubleshooting, documentation, and log analysis, shortening time to resolution for difficult incidents.

PERSI  •  Boise, ID

• Analyzed business and technological needs and implemented solutions that improved efficiency across systems and teams.
• Led major website rebuilds using WordPress, HTML5, and CSS, improving usability, performance, and overall member experience.
• Developed automated test suites and scripts (including for the Arrivos Retirement system) to validate new features and ensure system reliability before release.
• Streamlined technical support processes and created documentation, reducing resolution times and improving internal user satisfaction.
• Provided broad technical support across desktop and mobile devices; maintained servers and network systems to quickly resolve software and hardware issues.
• Partnered with stakeholders to define technology requirements and integrate new systems, improving cross-departmental communication and workflows.
• Acted as a bridge between business users, developers, and operations, helping translate requirements into practical, supportable solutions.

St Luke’s  •  Boise, ID

• Deployed Windows 7 systems across the organization, optimizing deployment strategies to minimize downtime and user disruption.
• Performed software installations and resolved deployment issues in coordination with IT teams, improving system performance and user satisfaction.

Fidelity  •  Boise, ID

• Implemented Microsoft Office 2FA using Azure, strengthening authentication and improving overall user and data security.

Banner Bank  •  Boise, ID

• Resolved complex application issues for internal users, minimizing downtime and keeping business operations running smoothly.
• Worked with cross-functional teams to improve software usage and deliver training, streamlining operations and boosting user satisfaction.

Support.com  •  Boise, ID

• Provided remote technical support to consumers and small businesses, resolving complex issues and improving first-call resolution and customer satisfaction.
• Documented support interactions and solutions, creating repeatable fixes and improving overall service efficiency.

HP / EDS  •  Boise, ID

• Provided Tier 2 phone support for Best Buy and Costco technicians, resolving complex hardware and software issues and improving customer satisfaction.
• Earned TechZone certification and collaborated closely with in-store techs to ensure accurate repairs and smooth operations.

NDSU  •  Fargo, ND

• Installed and maintained desktop systems and LAN-connected devices, improving reliability and productivity for faculty and staff.
• Optimized desktop and LAN server processes and helped streamline the software licensing program, reducing downtime and improving compliance and cost-effectiveness across NDSU and HCEN.

United States Marine Corps  •  Various Locations

• Staff Sergeant (E-6) serving in multiple IT and leadership roles, including Data Chief / Network Administrator, Computer Systems Specialist Course Instructor, and Computer System Specialist.
• Administered LAN/WAN, servers, and desktop environments supporting military units, ensuring availability and security in demanding operational conditions.
• Provided hands-on desktop, printer, and network support, performing hardware repair, imaging, and deployments.
• Delivered classroom and one-on-one training on computer systems and networking fundamentals, mentored junior Marines and support staff.
• Led small technical teams, coordinated troubleshooting and maintenance efforts, and documented procedures to standardize support.