Jason Palatucci Email & Phone Number

Washington, Dc, Us

Bethesda, Md

Bethesda, Md

Bethesda, Md

Bethesda, Md

Analyzed IssueView help desk tickets at United BioSource Corporation while providing user training and conducting all new-hire orientations. Managed Active Directory, set-up video conferencing using Tandberg devices, and encrypted laptops to comply with security SOPs. Used Blackberry Enterprise to deploy cellular devices. Configured Symantec Endpoint Server and Ghost Solution Suite for initial deployment. Organized backup tapes for off-site delivery. Key participant in domain and Exchange migration after company divestiture, including the re-configuration of 400+ workstations, and deployment of iOS devices.

• Served as initial contact for all IT issues at Consulate Health Care both on-site and remote. Maintained Active Directory accounts, resolved internal application incidents, monitored and configured network devices. Supported remote user base of over 5000 with an initial call resolution of 98% to meet and exceed stated SLAs. Tracked cases and documented solutions within Remedy ticketing system while updating knowledge base with related articles. Trained users on best practices in a Citrix based environment.

Resolved support cases at EnableSoft by collaborating with end-users via telephone and WebEx to solve 95% of all issues within four hours of contact. Cases involved scripting logic, product licensing, implementation, and network permissions. Wrote technical briefs to document solutions within Salesforce. Trained customers to use software more efficiently and effectively.

As a team member at Oracle, provided global support for the Order Management module of E-Business Suite. Communicated directly with business customers around the world via an online service request system. Utilized web conferencing to diagnose issues and provide solutions. Followed diagnostic methodology to write technical reports and contribute to knowledge content. Coordinated with product development to deliver bug fixes. Facilitated teamwork using internal forums and wikis. Enhanced knowledge of PL/SQL and database design.