I am enthusiastic and passionate about helping small businesses (1-70 employees) to eliminate all the hassle, waste, and headaches of all things digital in their office. ParJenn is dedicated to taking over the support and maintenance of business computer networks. My vision is simple: to provide small businesses with the same enterprise-level IT services and support that larger companies have, but at a price small business can afford. 100% OUTSOURCED IT SUPPORT AND CYBERSECURITY FOR SMALL BUSINESSES. My company offers a complete outsourced IT department as well as World Class cyber protection for our clients - manufacturing firms, medical offices, dentists, CPA firms, law offices and agricultural firms and much more. We are FANATICAL about customer service and have become the guardian of our clients’ networks, protecting them from viruses, hackers, cyber criminals, disgruntled employees, natural disasters, and downtime. FREE IT OPTIMIZATION AND SECURITY PLAN FOR NEW PROSPECTIVE CLIENTS If you’ve outgrown your current IT provider – or if you are looking for someone you can trust to upgrade your computer network, migrate you to the cloud, implement a more reliable and secure backup, lower your phone bill or solve any other IT problem – then give us a call. At no charge, we’ll meet with you to develop a customized IT security plan and show you the fastest, most effective way to your secure your systems, eliminate IT problems or achieve a result you are looking for in your business. There are no strings attached and no cost – just call me direct at 409-284-1252 or visit us online at www.parjenntech.com.

Serviced various forms of POS equipment such as registers, cash drawers, servers and HHU’s with a high degree of accuracy, efficiency and professionalism. Serviced other equipment such as desktops, workstations network attached MFP’s, switches, routers and some build out for installations. Coordinated with clients and project managers to perform daily tasks and projects as quickly and effectively as possible to meet or SLA and contracted service times.Maintained and serviced dominantly NCR POS systems, peripherals and servers however other brands such as Legacy IBM SurePOS, Epson, Symbol, Motorola, HP and Wincor systems were used in many of the client sites.Performed other duties as requested by client such as asset management, Inventory control system installation and maintenance.Worked closely with the Helpdesk manager to ensure accuracy of all inventory within the ticketing system as well as the accuracy of the Knowledge Base used by agents.Provided upper level support for other field technicians on an as needed basis.Trained new field service personnel.

Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail. Maintained trouble-ticket system to record and track user calls and e-mails. Reported on common problems and complaints, escalating network-wide troubles to Lead Technician. Monitored help desk matrix to ensure team was providing outstanding customer service on technical issues. Provide network support, software development and related services in a help desk setting. Coordinated server security, backup, and restoration measures for unplanned outages or other network security issues.Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills.Trained new Helpdesk Analysts.

Provide network support, software development and other related services in a help desk setting. Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills. Maintained and configured Print Servers as well as local and network attached printers. Logged trouble tickets for users and troubleshot and resolved desktop, network, and systems issues. Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and international users. Performed advanced troubleshooting and resolution of desktop, server, and application issues. Trained all new Helpdesk Analysts in classroom setting as well as continuing training.Originated a process of support for software supported by my desk that had no documentation for support or access, trained all other analysts to support the softwareImproved training process by 400%

Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills. Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and international users. Performed advanced troubleshooting and resolution of desktop, server, and application issues. Revamped internal processes and procedures after an intensive audit of call-management protocols, staff operations, incident reporting, escalation measurements, and key performance indicators.Hired new staff, identified deficiencies, and devised solutions for optimizing communications between the support area and end users.Designed and implemented Disaster Recovery Plans and Database Management system for use by emergency personnel in the NOC.

Collaborated with Field technicians and migration teams to ensure proper deployment of systems. Maintained deployment software servers remotely. Used Altiris software to deploy OS and System specific software "over-the-Wire". • Improved success rate of OTW installations by 600% in my first 90 days• Accelerated project completion time by 4 months due to improved efficiency of installations• Analyzed software requirements to determine feasibility of design within time and cost constraints• Monitored functioning of equipment to ensure system operated in conformance with specifications• Coordinated installation of software system

Collaborated with Field technicians’ and end-users to ensure proper troubleshooting and repair of systems. Used the helpdesk software Remedy-GEMS to fulfill support tickets and dispatch field technicians to sites and end-users needing physical hardware replacement. Supported onsite field technicians and engineers.• 1st call resolution of 85%+• Responsible for providing first level support for service requests relating to all technologies• Determined the most effective manner to resolve customer's technical issue. • Engaged in research and in-depth troubleshooting to resolve technical issues.• Resolved Level 1 and 2 work orders. • Verified that suggested solutions effectively resolve the users' problems through verbal or email follow up.• Worked on numerous Helpdesk related projects as assigned by supervisor.