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 • Develop and maintain IT Support documentation; source and acquire new hardware

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 managers

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