Jason Le Email & Phone Number

Baltimore, Maryland, United States

-Assisting in the implementation of JHWorks, a cloud-based timekeeping solution, replacing the legacy Kronos on-premise system.-Providing user support for 30,000 users by troubleshooting and resolving issues in ServiceNow, ensuring compliance with defined SLA requirements.-Participated in daily scrum meetings to align with agile project management practices and update team progress.-Employed project management methodologies to oversee the phased rollout of the new system, ensuring minimal disruption to operations.-Coordinated and collaborated with multiple teams and departments across Johns Hopkins Hospital to ensure seamless implementation and support of IT solutions.

-Provided remote technical support through phone, email, live chat, and LogMeIn Rescue remote access tool to resolve user issues with desktop systems, network connections, and software applications.-Utilized Zendesk ticket-tracking software to log, manage, and resolve technical issues for Windows 10/11 systems and modern browsers (Chrome, Edge, Firefox, Safari).-Managed Active Directory tasks such as password resets, user account creation, and permissions management using Microsoft Intune.-Tracked IT equipment and assets for field interviewers, ensuring accurate records of hardware and software inventory for audit and compliance issues.-Escalated unresolved technical issues to appropriate IT support teams or supervisors when required, ensuring timely and efficient resolution.-Collaborated with cross-functional teams to ensure seamless communication and resolution of technical issues.

-Troubleshot and resolved web-based applications and point-of-sale (POS) system issues, ensuring 99% operational uptime across multiple locations with minimal downtime.-Collaborated with the IT team to implement and migrate to a new POS system, improving operational efficiency by 15% and enhancing data accuracy by 20%.-Managed over 100 customer support calls monthly, resolving technical issues within an average of 10 minutes. -Managed inventory across seven dining establishments, ensuring accurate stock levels, timely replenishment, and efficient coordination between locations to support seamless operations.-Troubleshot printer issues, diagnosing and resolving hardware and software malfunctions to ensure optimal functionality.

-Utilized customer feedback and sales data to develop targeted product displays, contributing to an increase in sales through data-driven merchandising strategies.-Actively introduced and educated daily new customers to the brand.-Developed key skills in data analysis, customer service, and inventory management, driving sales and enhancing customer experience.

Gaithersburg, Maryland, United States

-Provided technical support for digital membership systems and facility equipment, resolving issues for over 200 customers.-Delivered excellent customer service through active listening, addressing inquiries and resolving issues.

Clarksburg, Maryland, United States

-Drive sales through excellent customer service, product knowledge, and the ability to under customer needs and preferences.