Jack Locke Email & Phone Number

Dallas, Texas, United States

• Sustain essential IT operations and support technical infrastructure at the world’s largest numismatics auction house
• Travel to global offices to install networks/firewalls, and provide A/V, network and stream support for livestreaming remote auctions
• Support infrastructure requirements for laptop/desktop computers, phone systems and security updates; internet, intranet, LANs and WANs
• Create employee engagement and refine policies and processes through a recommendation/request system for tools, infrastructure and asset management
• Manage daily IT ticketing system, including troubleshooting, identification and remediation
• Direct all technical aspects of employee lifecycle including systems access and setting up new accounts and devices; administrate security permissions, file sharing, email management and resource monitoring

Plano, Texas, United States

• Used statistical tools to identify, analyze, and report patterns/trends in complex data sets to improve operations; developed and maintained databases for maximum readability
• Worked with programmers, engineers and managers to automate processes, lower ticket counts and improve data governance policies and procedures
• Compiled forecast and recommendation reports, and proposed system modifications
• Applied automated tools to extract, assess and interpret data; filtered data to identify and code problems

Plano, Texas Area

• Resolved escalated user issues for a healthcare solutions provider with 2300 employees and 2000 users; supplied internal guidance on how to improve tools and services based on user experience
• Reduced ticket count by 15% over time in various categories by advocating self-service methodologies and user enablement
• Met with business groups to ensure B2B connections are functioning and establish technology needs: medical & financial software, setting up networks/hardware, training employees on software & systems
• Performed post-facto investigations for process refinement, and implemented education and training programs for service desk managers; provided guidance, feedback, and quality testing on all end-user technology projects
• Developed client satisfaction scores and email campaigns to gauge user satisfaction with existing tools, infrastructure and asset management

Remote

• Led a team of 17 at a technical contractor call center, providing remote desktop support for a global enterprise with 4,000+ users
• Trained new employees and provided ongoing education for new processes and software
• Monitored performance and supervised tickets/change requests and SLAs; prepared risk mitigation reports for projects and closed escalations
• Promoted from Helpdesk Technician responsible for IT help desk support: diagnostics and capture, resolution and updates, transfer of service requests, internal/external SLM and problem notifications to the client and.

Mckinney, Texas

• Provided in-office desktop support for 500 users in a healthcare environment, including building workstations and managing daily IT needs
• Saved $55,000 by implementing company-wide encryption policy based on HIPAA law
• Performed troubleshooting, diagnostics, resolution, status updates, and end user/management notifications
• Held weekly meetings to update management on status of IT team and ongoing projects
• Administered user accounts, exchange mailboxes, security and distribution