Jake Udoff Email & Phone Number

Jake Udoff is a Consultant at Legion Technologies. Colleagues describe him as "I was floored by how much Jake was able to accomplish in a short part-time 8 week summer internship. The project was originally defined as “help us shore up and complete our library of Desk Top Procedures and other Support related documentation” and morphed into a project that resulted in helping me define a single consistent level 1 help desk process that is now being used to manage level 1 support tickets across customer accounts, product lines and geography. When the project started, I told Jake that I didn’t know the answer and would work with him to guide him through the process of figuring it out. It was due to his willingness to come along for the ride that the project grew into a what I think was a pretty cool summer internship project. Jake interviewed different support reps on the team and documented the details of how they each managed their queues and the tickets they owned. The result of these interviews was an input into defining a “best practice” helpdesk process to help guide the support reps to take tickets in the right order of priority, determine which desktop procedure to use and execute the desk top procedure to disposition the ticket. He reviewed the draft of the process with the support managers to gather feedback and foster buy-in, and did a comparison of different tools to chose the best tool for the purpose. The project culminated in a presentation to our CEO and members of the executive management team. Jake had the opportunity to learn process diagramming and Visio as part of the project. Jake not only did what I asked him to, he thought about what he was learning and brought his own ideas and observations to the table. I provided the framework for the analysis, the end result was a true collaboration. He took feedback well, was not afraid to ask questions, and he took the task seriously. This was a fun project for me to manage and work with Jake on. I would most definitely hire Jake again."