Jared Messenger Email & Phone Number

San Antonio, Texas

Managing service requests for hosting within the Defense Health Agency’s (DHA) Server Virtualization Hosting Environment (SVHE) and Application Virtualization Hosting Environment (AVHE). Other responsibilities include activity planning, developing timelines, reporting, and the documentation of meeting minutes, action items, and tasks.• Increased efficiency by redesigning the process for handling hosting service requests.

San Antonio, Texas

Managed service requests for hosting within the Defense Health Agency’s (DHA) Server Virtualization Hosting Environment (SVHE) and Application Virtualization Hosting Environment (AVHE). Other responsibilities included activity planning, developing timelines, reporting, and the documentation of meeting minutes, action items, and tasks.• Increased efficiency by redesigning the process for handling hosting service requests.

San Antonio, Texas

Provided assistance to the Change and Configuration Management (CCM) leads by sharing expertise in process design/improvement and facilitating the adoption of the CCM process by external groups. Other responsibilities included activity planning, developing timelines, and the documentation of meeting minutes, action items, and tasks.• Led a project to design and implement the BMC Remedy foundation data for the consolidation of the Defense Health Agency, Armed Forces, and Veterans Affairs into using one ITSM suite.

San Antonio, Texas

Managed all of the DHA Global Service Center Configuration Items in a BMC Atrium Configuration Management Database (CMDB). Other responsibilities include auditing and reporting on the status of the CMDB as well as managing the ITILv3-based Configuration Management procedures to ensure execution is in compliance with current defined policies.• Improved efficiency and accuracy of updates to the CMDB by participating in the design, testing, and implementation of an on-demand bulk update tool that had validation measures built-in.• Satisfied a customer requirement by updating procedures to align with ITILv3 best practices.

San Antonio, Tx

Served as one of two leads for the network monitoring group consisting of 12 people. Responsibilities were to supervise 4 people per shift while developing and analyzing processes to establish opportunities for improvement and value added. Other tasks include supporting upper management, providing project support, and training new or current employees.• Increased process compliance of the monitoring team by rewriting and creating new procedures within the first month to bring them up-to-date and make them easier to follow.• Satisfied a customer requirement by updating procedures to align with ITILv3 best practices and by creating an Event Management process for the first time in the organization.• Implemented Event Management by being one of two people involved in the design, testing, and implementation of a tool that aligned with ITILv3 best practices.

San Antonio, Tx

Provided second level network support for the world’s military medical facilities and primarily monitored each facility’s connection to a centralized database server. Other areas monitored included the connectivity of VPN’s and LAN/WAN infrastructure devices (Routers, Hubs, Switches, Netscreens). Responsibilities were to utilize network tools and testing to evaluate possible problems, open trouble tickets if needed, troubleshoot problems or escalate them to the proper contacts, and manage all trouble tickets left open. Other tasks included processing of data for daily reporting to government management.• Increased accuracy of daily reporting by developing a new spreadsheet tool that utilizes a Juniper Netscreen-Security Manager VPN log extract to filter, show, and format only the data needed for the daily reports. This insured that all needed downtimes for VPN’s were documented and ticketed correctly.• Streamlined processes and reduced time and effort needed to find, document, and close trouble tickets by initiating local database changes.• Quickly earned a reputation as the “VPN monitoring expert”.• Provided leadership on night shift due to no supervisors being available.• Chosen to train new employees on all aspects of the job.

San Marcos, Tx

Provided upper level support for customers of two national Internet Service Providers and many Texas-based Internet Service Providers. Responsibilities were to troubleshoot, research, diagnose, document, and resolve advanced technical issues surrounding DSL (PPPoE, PPPoA, & DHCP), Dial-Up, Routers, VOIP, & Client-based Email. Other tasks included supervising and training Level I Technicians, as well as assisting Team Leaders.• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier.• Promoted from Level I Technician position within ten months based on technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.

Austin, Tx

Sold CUTCO Cutlery to referred customers through one-on-one appointments. Responsibilities were to gather referrals from appointments, cold-call the referrals to try and set up a meeting, and then sell the product.• Became the second best selling representative in the Austin office just one month after starting the job.• Sold over $16,000 worth of product in just six months through perseverance and excellent people skills. This earned me the President’s Club Award for Excellence.

Bba, Computer Information Systems

Took courses in Networking, Java, Visual Basic, Databases, Systems Analysis, Management, Accounting, Finance, Business Law, Economics.

Computer Engineering