Jourdan Ocampo
About Jourdan Ocampo
Jourdan Ocampo is a Help Desk Support Specialist II at Performant Corp, with extensive experience in quality assurance and technical support roles at various companies including Wells Fargo and Google. He manages a high volume of Jira tickets and phone calls, demonstrating strong troubleshooting and communication skills.
Work at Performant Corp
Jourdan Ocampo has been employed at Performant Corp as a Help Desk Support Specialist II since 2019. In this role, Jourdan manages an average of 255 Jira tickets monthly, demonstrating efficiency in troubleshooting and issue resolution. Additionally, Jourdan handles approximately 260 phone calls each month, showcasing strong communication and problem-solving skills. Responsibilities include monitoring the HelpDesk & Account Administration email queue to ensure timely support and access provision, as well as providing on-call assistance for machine-related issues to minimize downtime for employees.
Previous Experience in IT Support
Before joining Performant Corp, Jourdan Ocampo held various positions in IT support and quality assurance. From 2013 to 2014, Jourdan worked at Wells Fargo as WQA Production Support in the San Francisco Bay Area. Following this, Jourdan served as a QA and Support Engineer at Perion Network from 2015 to 2017. Earlier in their career, Jourdan worked at Google as a Quality Control Operator from 2010 to 2011 and at eBay as a Quality Assurance/Enterprise Tools Associate Systems Administrator/Program Management from 2012 to 2013.
Education and Certifications
Jourdan Ocampo studied at Year Up from 2012 to 2013, where they gained foundational skills in technology and support roles. Additionally, Jourdan attended City College of San Francisco, focusing on Computer Network Information Technology, and achieved a CNIT Certificate from 2012 to 2013. This educational background has contributed to Jourdan's expertise in IT support and quality assurance.
Technical Skills and Specializations
Jourdan Ocampo specializes in managing user profiles through Active Directory, including the creation, editing, and deletion of accounts for new hires and terminations. They are also skilled in enabling and assigning RSA Tokens for secure remote network access. These technical skills are essential for ensuring secure and efficient operations within the organizations where Jourdan has worked.