Cherno Jallow

Supported daily dealership parts operations in a high-volume environment, using dealership systems to handle technician and customer requests. Troubleshot workflow and system/transaction issues that impacted parts processes and coordinated with internal teams when escalation was required. Maintained accurate records for orders, backorders, and status updates, while managing multiple concurrent requests. Communicated with technicians, advisors, vendors, and customers to minimize delays.

Provided front-line technical support to dealership employees using CDK Drive and supported Windows workstations and related peripherals. Diagnosed issues across software, connectivity, logins, and devices, and escalated unresolved incidents to the appropriate technical teams. Assisted with software installation and user support during operational technology disruptions. Documented incidents, coordinated with users and vendors, and helped restore dealership operations.

Delivered enterprise customer support for automotive dealerships through phone, email, and ticket-based channels. Diagnosed and resolved software, workstation, connectivity, access, performance, and application issues affecting dealership operations. Logged and prioritized cases, investigated root causes, and documented corrective actions and escalation paths. Resolved a month-end processing issue by identifying a locked communication port and maintained clear customer communication throughout case lifecycles.

Supported Windows PCs, printers, network connectivity, mobile endpoints, and store phone systems in an enterprise retail environment. Performed workstation imaging, hardware replacement, password-related support, endpoint troubleshooting, and ticket remediation. Assisted with server-related support and escalated infrastructure issues when additional engineering resources were needed. Responded to urgent outages and documented ticket notes with clear handoffs for unresolved issues.

Provided phone and email technical support for retail locations experiencing hardware, software, access, and connectivity issues. Troubleshot Windows systems, LAN/WAN connectivity, and Cisco Meraki networking, including peripherals and store technology. Administered Active Directory password resets, user provisioning, access changes, and role-based access assignments. Investigated network and application connectivity issues, documented troubleshooting steps and resolutions, and coordinated escalations during outages.