Jason L. Email & Phone Number

Tallahassee, FL, US

Phoenix, Arizona, United States

• Manage and optimize Microsoft-based systems, servers, and infrastructure, ensuring reliability, security, and performance across various Microsoft technologies.
• Collaborate with cross-functional teams to implement, maintain, and support infrastructure, driving efficiency and innovation.
• Manage physical and virtual server environments, optimize infrastructure with scalable solutions, and ensure business continuity through strategic backup and recovery solutions.
• Troubleshoot and resolve system and network issues, enforce security policies, and handle performance tuning and monitoring to improve system efficiency.
• Serve as an escalation point for technical staff, providing training and technical support as needed.
• Maintain documentation and facilitate knowledge sharing for team collaboration.

Phoenix, Arizona, United States

• Provided technical support by troubleshooting issues, maintaining server and workstation performance, and resolving tickets efficiently.
• Acted as an escalation point for inbound calls and support tickets, offering technical direction and solutions to clients.
• Documented processes, created knowledge base articles, and provided training to help improve team efficiency.
• Managed customer relationships with proactive communication and consistently achieved performance goals to maintain high levels of customer satisfaction.

Teaneck, NJ

• Led a team of 6 IT professionals while acting as the subject matter expert (SME) for the Gannett Enterprise project.
• Conducted knowledge transfer sessions, followed ITIL practices, and managed critical SLAs, such as CSAT, response time, and ticket resolution.
• Improved ticket resolution by 70% through left shift strategies and optimized team workflows by managing schedules, leaves, and SLAs across global teams.
• Presented performance metrics in client meetings, representing Cognizant to ensure client satisfaction and service improvements.

Mclean, Virginia, United States

• Acted as a source material expert during the transition from a global helpdesk to a towered structure, supporting enterprise systems across Gannett properties.
• Consistently achieved high satisfaction and closure ratings, driving the transition from regional to global helpdesk support.
• Developed knowledge base articles, improved ticket resolution rates, and achieved a 100% customer satisfaction rating with 85% ticket resolution within 24 hours.

Mclean, Virginia, United States

• Provided remote desktop, mobile, and application support across Gannett properties, maintaining customer service and resolution ratings.
• Expert in transitioning helpdesk support from regional to global coverage, ensuring smooth operation and customer satisfaction.

Tallahassee, Florida, United States

Provided remote technical desktop, mobile and application support for all US South properties. Created knowledge base articles for support teams. Highest ticket closer rating for over 2 years. 100% customer satisfaction. 85%+ ticket resolution within the first 24 hours.

Tallahassee, Florida, United States

SME for Genesys IBM iSeries systems, customer service, home delivery and single copy. Maintained carrier and customer routing system. Processed changes for Postal Service CDS compliance. ABC data reporting and auditing. Liaison between Finance and Circulation statistical reporting for local site.

Tallahassee, Florida, United States

Maintained carrier and customer routing system. Processed changes for Postal Service CDS compliance. ABC data reporting and auditing. Liaison between Finance and Circulation statistical reporting for local site.

Tallahassee, Florida, United States

Processed advertisements for customer facing delivery. Compiled and distributed statistical reporting for newspaper home delivery and single copy sales. SME training for new employees.