Dawn Jamison Email & Phone Number

Chesterfield, Missouri

Greater St. Louis Area

• Directed the daily activities of 25 Incident, Service Request, and Problem Management associates in a high paced Service Desk and Desktop Support environment responsible for all aspects of End User Compute Operations globally.• Responsible for delivering a high level of service and availability based on measured service and operation level agreements. • Implemented a PC Revitalization project for FY17 for over 2000 computers• Project Management experience• Manage performance, daily activities, process and procedures of an outsourced level 1 helpdesk.• Responsible for level 2/3 support of all corporate application systems, Citrix environment, Local Area Networks, Video Conferencing, and campus Audio Visual systems. • Provide technical and operational guidance to successfully deliver new end user device technologies to meet demanding corporate initiatives.• Worked closely with Senior Management to deliver organizational directives.

St Louis, Mo

• I currently direct the daily activities of thirteen Incident, Service Request, and Problem Management associates in a high paced IT Service Desk and Desktop Support environment responsible for all aspects of End User Compute Operations in North America.• Responsible for delivering a high level of service and availability based on measured service and operation level agreements. • Provide technical and operational guidance to successfully deliver new end user device technologies to meet demanding corporate initiatives.• Work closely with Senior Management to deliver organizational directives. • Involved in the successful migration of 3800 unmanaged Windows XP desktop and laptop workstations to a tightly managed and locked down Windows 7 environment. • Implemented a Dynamic Resource Assignment process to quickly realign support resources to mitigate spikes in service requests or rapidly changing business needs. • Responsible for level one support of all corporate application systems, Citrix VDI environment, AppV Virtual Applications, Local Area Networks, Video Conferencing, and campus Audio Visual systems. .

1 Savvis Parkway

• Provide first/second/third level support via phone and onsite for computer related hardware and software issues; primary focus on Microsoft Office • Remotely install of software and Coordinate SMS installs on behalf of the customers• Extensive experience in troubleshooting issues and end user training with several different models of Blackberry devices • Created user accounts in Active Directory, new email accounts, provided security and folder creation on servers and provided 3rd level support for all 9 theme parks• Track, monitor, and renew software licenses for applications on a global scale• Collaborate on the migration to Windows 2000 workstation rollout of almost 100 workstations• Upgraded hardware, ghosted computers with current image, loaded any additional vertical software and completed a series of checks to insure the system was functioning correctly• Loaded and tested all vertical software packages to insure it functioned properly on Windows 2000 workstation before deployed to end user

Desktop Support Technician

• Provide first/second/third level support via phone and onsite for computer related hardware and software issues; primary focus on Microsoft Office • Remotely install of software and Coordinate SMS installs on behalf of the customers• Extensive experience in troubleshooting issues and end user training with several different models of Blackberry devices • Created user accounts in Active Directory, new email accounts, provided security and folder creation on servers and provided 3rd level support for all 9 theme parks• Track, monitor, and renew software licenses for applications on a global scale• Collaborate on the migration to Windows 2000 workstation rollout of almost 100 workstations• Upgraded hardware, ghosted computers with current image, loaded any additional vertical software and completed a series of checks to insure the system was functioning correctly• Loaded and tested all vertical software packages to insure it functioned properly on Windows 2000 workstation before deployed to end user

Anheuser-Busch Companies

Provide first/second/third level support via phone and onsite for computer related hardware and software issues; primary focus on Microsoft Office Remotely install of software and Coordinate SMS installs on behalf of the customersExtensive experience in troubleshooting issues and end user training with several different models of Blackberry devices Created user accounts in Active Directory, new email accounts, provided security and folder creation on servers and provided 3rd level support for all 9 theme parksTrack, monitor, and renew software licenses for applications on a global scaleCollaborate on the migration to Windows 2000 workstation rollout of almost 100 workstationsUpgraded hardware, ghosted computers with current image, loaded any additional vertical software and completed a series of checks to insure the system was functioning correctlyLoaded and tested all vertical software packages to insure it functioned properly on Windows 2000 workstation before deployed to end userWorked closely with users to provide additional training and support during the deployment of Windows 2000 workstations to ensure high comfort levels with the new systems

Provided network support for five Novell 3.1x Servers by utilizing Syscon, Rconsole and othersProvided network support for four Windows NT/95 servers, with an additional three servers to be deployed, by utilizing User Manager of Domains, Event Viewer, directory level security, permissions and othersInvolved with the migration to Windows 95/NT 4.0 workstation rollout of over 150 workstationsUpgraded hardware, ghosted computers with current image, loaded any additional vertical software and completed a series of checks to insure the system was functioning correctlySoftware installation, configuration and support of Office 97 Professional, Outlook 98, Internet Explorer 4.0, MS Exchange, Winport, Application Extender, User system, SmarTerm, EECU On-line, Seagate Backup Exec., PC Anywhere32, GHOST Pro, Ghostwalker, LeaseTEK, NADA Guide 2000, PC Carbook, Criterion, Liberty Direct and assorted packages