Jack Laforce Email & Phone Number

Columbus, Ohio, United States

• Managed and routed phone traffic over SIP trunks.• Configured and installed network equipment needed to provide SIP traffic.• Managed and configured FreePBX servers with client specific information. This included inbound routes, destinations, call flow, auto attendants, extensions, voicemail, on-call calendars, registering SIP desk phones and softphones, and many more.

Columbus, Ohio, United States

• Demonstrates independent and confident troubleshooting services to help customers stay connected to the outside world with their many devices.• Analyzes tests and data from several proprietary Charter tools to ensure consistent equipment connectivity.• Assisted the customer in resetting their online credentials, managed network settings, and WiFi passwords.• Documenting customer interactions and sending out field technicians for issues that cannot be resolved over the phone.

Westerville, Ohio

• Key contributor to multiple successful projects which we completed on time and under budget.• Identified as the SME on multiple Chase technologies.• Consistently evaluated the upcoming workload for potential resource constraints. I was able to work closely with my direct manager on overall resource management including acquisition and termination.• Lead, trained, and supported a team of service technicians on a variety of hardware refresh projects.• Managed our internal change… Show more • Key contributor to multiple successful projects which we completed on time and under budget.• Identified as the SME on multiple Chase technologies.• Consistently evaluated the upcoming workload for potential resource constraints. I was able to work closely with my direct manager on overall resource management including acquisition and termination.• Lead, trained, and supported a team of service technicians on a variety of hardware refresh projects.• Managed our internal change controls to follow the ITIL process.• Supervised our programs' required system access while performing monthly reviews for audit compliance.• Ensured that each of our contract resources obtained the required resources needed to perform their job.• On multiple occasions I was able to self-learn new technology very quickly to cover for unplanned resource deficiencies.• Remediated numerous issues with various devices across multiple projects. Show less

Westerville, Ohio

• Manage, train, and support a team of service technicians on a variety of hardware refresh projects.• Create and uphold project schedules, checklist templates, and branch communication to guarantee a high level of overall device completion and excellent service level agreements.• Develop and sustain device level tracking reports in Microsoft Excel using Visual Basic for Applications for upper management.• Submit and look after all system access and application requests for… Show more • Manage, train, and support a team of service technicians on a variety of hardware refresh projects.• Create and uphold project schedules, checklist templates, and branch communication to guarantee a high level of overall device completion and excellent service level agreements.• Develop and sustain device level tracking reports in Microsoft Excel using Visual Basic for Applications for upper management.• Submit and look after all system access and application requests for contractors at JPMorgan Chase.• Participated in war room activities, assisting with BAU ticket cleansing.• Remediated numerous issues with various devices across multiple projects.• Took responsibility for initiating the 2017 hardware refresh project. Show less

Westerville, Ohio

• Refreshed 26,394 devices in 5,132 branches with a 97.96% completion rating at JPMorgan Chase.• Manage, train, and support a team of service technicians on a variety of hardware refresh projects.• Create and uphold project schedules, checklist templates, and branch communication to guarantee a high level of overall device completion and excellent service level agreements.• Developed and sustained device level tracking reports in Microsoft Excel using Visual Basic for Applications… Show more • Refreshed 26,394 devices in 5,132 branches with a 97.96% completion rating at JPMorgan Chase.• Manage, train, and support a team of service technicians on a variety of hardware refresh projects.• Create and uphold project schedules, checklist templates, and branch communication to guarantee a high level of overall device completion and excellent service level agreements.• Developed and sustained device level tracking reports in Microsoft Excel using Visual Basic for Applications for upper management.• Submit and look after all system access and application requests for contractors at Chase Bank.• Participated in war room activities, assisting with BAU ticket cleansing.• Remediated numerous issues with various devices across multiple projects.• Took responsibility for initiating the 2017 Hardware refresh project. Show less

Westerville, Ohio

• Excelled in all services technician roles ranging from onsite repairs at JPMorgan Chase, point of sale installations at Red Wing Shoes stores, as well as measuring and placement design for digital menu boards at Mcdonald's.• Managed numerous field technicians via a bridge line for branch reconfiguration retrofit and branch hardware refreshprojects at JPMorgan Chase.• Exceeded expectations and was quickly promoted to Senior Services Technician at Insight and a lead of a hardware… Show more • Excelled in all services technician roles ranging from onsite repairs at JPMorgan Chase, point of sale installations at Red Wing Shoes stores, as well as measuring and placement design for digital menu boards at Mcdonald's.• Managed numerous field technicians via a bridge line for branch reconfiguration retrofit and branch hardware refreshprojects at JPMorgan Chase.• Exceeded expectations and was quickly promoted to Senior Services Technician at Insight and a lead of a hardware refresh UPS replacement project at JPMorgan Chase within 6 months of starting.• Remediated numerous issues with various devices across multiple projects. Show less

Columbus, Ohio Area

• Responsible for installing and troubleshooting telephony and broadband services chosen by business and residential customers. Including DSL, Ethernet, Fiber, FTTN, FTTP, IPTV, POTS, PBX, Satellite TV, and VoIP services and products.• Provided customers with upgrade opportunities of products and services on installation and repair calls to increasecompany revenue.• Mentored peers with installation and troubleshooting solutions to help in their daily operations and issues.

Brecksville, Ohio

Call center environment dealing with telecommunication and customer service needs for small business clients.• Assisted inbound call center customers with basic iOS and Android troubleshooting.• Maintained polite and accurate handling of customer’s request in sales, technical troubleshooting, billing inquiries, and service problems.• Exceeded regularly increased sales performance and revenue quotas on a consistent basis.• Developed training courses and Microsoft Excel… Show more Call center environment dealing with telecommunication and customer service needs for small business clients.• Assisted inbound call center customers with basic iOS and Android troubleshooting.• Maintained polite and accurate handling of customer’s request in sales, technical troubleshooting, billing inquiries, and service problems.• Exceeded regularly increased sales performance and revenue quotas on a consistent basis.• Developed training courses and Microsoft Excel spreadsheets for the call center to increase the consultant’s cellular and broadband sales.• Recognized as the call centers cellular SME for devices, calling plans, and data packages. Show less