Jason Liddle Email & Phone Number

Phoenix, Arizona, United States

Gilbert Az

● Completed Monthly reporting to Executives on Firewalls, Internet Access & Usage, Fuel Systems, and completed reconciliation of Fuel Inventory.● Key Help Desk Employee that also worked on an on-call basis for after hours and weekend support.● In-Depth experience with Access Management on Windows Server 2009, Active Directory, Exchange Admin Center, and working with External Email Filtering Services (SpamHero).● Access Management Administrator and maintained Domain Controllers, Servers, and other vendor systems.● Completed on-site ticket services that was not able to be fixed remotely.● Worked with Windows Server 2009, Outlook Exchange Server 2012● Experience in FortiGate Firewall & Barracuda Security Gateway.● Extensive work with TeamViewer, VNC, PowerShell, and Imaging Computers.● Advanced skill set with Spiceworks cloud and Spiceworks on preemies.● Professional skills working with Hardware support including, but not limited to, printers, copiers, AIO devices, Servers, Desktops, Laptops, and WIFI Access Points.● Hands on and proven working knowledge of administration and changes to Nortel Phone Systems.

Phoenix, Az 85040

● IT support in a Contact Center environment, working with internal and external customers to resolve IT issues. Assisted Management in new hire training.● Authored Training materials and Managed training contractors and new employees that were on-boarded.● Managed Escalated issues for internal and external customers with diplomatic outlook and was able to address needs quickly and efficiently and maintain resolutions consistently.

Manifest correction for fixed-width and delimited data file types. Correction of errors on a daily basis to insure that manifests pass through backend systems without errors or delays. Troubleshot and provided detailed phone support for systems unable to connect to the DHL environment. EDI manifest translation and correction based on the companies specific specifications. Provided installation and troubleshooting of Cyclone on 3PV systems. Manifest recreation and retrieval from 3PV systems. Tracked and reported errors in manifests with cause and description. Re-direct and/or coordinate issue resolution with appropriate group(s) where needed. Manifest retrieval and transmission troubleshooting for DHL systems. Installation and troubleshooting of both rate and routing files for both DHL and 3PV premise systems. Prioritize the workload appropriately using a combination of business criticality like volume, revenue and other customer and sales factors. Recovery of missing manifests from all versions of EasyShip. Suggest common errors to be fixed because of reoccurring issues with individual shipper manifest files then contacting the customer or 3PV to notify on areas to address helping to insure that data passes through the systems without error. Creation of macros to facilitate more efficient/reliable file corrections of shipper manifest files along with mainframe account corrections.

Handled escalated calls and emails from customers. Help identify and analyze problem causes, patterns, and trends recommending correcting actions where appropriate. Monitored IRC chat and answered questions from fellow technicians. Owned issues lacking direct escalation paths until the correct parties responsible for resolution could be determined. Keeping all interested parties of escalations up-to-date using e-mail, phone, and HPSD. Demonstrated an extensive knowledge of both legacy and modern DHL system capabilities and limitations. Handled high profile VIPs and advanced troubleshooting of SwiftShip and Enterprise systems. Monitored incoming call queue, service ticket assignments, and assisted in delegating assignments to Level 1 technicians. Performed user acceptance testing on DHL systems while working on the night shift watching agents for policy adherence, performance and bringing issues or concerns directly to the manager where needed. Work with Avaya CMS monitoring queues for breaks and lunches to ensure staffing requirements are met. Simulate or recreate user problems to resolve operating difficulties. Recommend system modifications to reduce user problems. Work on customer systems using remote assistance applications like LogMeIn, Dameware, Remote Desktop and PCAnywhere.

Provide front-line support to both DHL internal employees and DHL high volume customers. Provide technical support and resolution to customers via telephone and email on hardware, network, software and application problems. Escalate problems in compliance with ever changing procedures. Logging calls and problem patterns, consulting with second-level support when needed. Working with field automation specialists on installs and logging their progress, assisting on issues in the field and updating or closing their service calls. Responsible for troubleshooting DHL proprietary software applications, e.g., when transmissions via Cyclone activator fail due to LAN connectivity issues, responsible for checking validity of server certificates. Assess back end software confirming and repairing integrity of DB2 data tables by use of DBVisualizer running SQL commands and working in DB Connect mapping imports to DHL systems. Create work orders to replace faulty hardware and work cooperatively with HP and Insight ensuring our customer’s satisfaction. Participate in department projects and other assignments as needed. Identify customer concerns and resolves or escalates customer issues expediently and accurately within documented periods. Logs all incoming calls into help-desk systems; follows established procedures to document problems and recommend modifications to procedures as required. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Tempe Az

● Remotely connected to host computers via VPN connections to configure, install, troubleshoot internal and external customer’s issues. Ran diagnostics and troubleshot server related issues and analyzed configurations. Made system configurations for security functionality and wrote rules for inbound & outbound network traffic for optimal firewall usage. Authored enterprise technical training documents for further users.

Bachelor Of Science In Information Technology With A Concentration In Information Systems Security, Computer/Information Technology Administration, Management And Technician

Bsbm, Business Management / Finance

Associate Of Arts (Aa), General Studies