Jean Wolf Email & Phone Number

New York, Ny, Us

Parsippany, New Jersey, Us

• Act as helpdesk and initial point of contact for client and internal corporate IT issues.• Responsible for initial triage and assignment of tickets. Must open, update, or resolve tickets as required.• Performs hardware installations, upgrades, and repairs.• Managing major incidents and problems.• Monitor data center infrastructure and networks to ensure system availability.• Develop and maintain knowledgebase articles and troubleshooting procedures. • Escalate and communicate customer issues and infrastructure related alerts to 2nd level support team.• Provide daily, weekly, monthly reports to management and clients.• Perform daily checks on critical infrastructure and services.• Interact with vendors

Parsippany, Nj, Us

• Providing first-tier level diagnosis, resolution, and contact for external customers for the various Canfield hardware and software imaging system platforms • Tracking, following-up, and communicating with appropriate groups or individuals (internal and external) regarding ongoing issue resolution and status updates on trouble tickets • Interviewing users to collect information on issues• Leading users through diagnostic procedures and determining the source of the issue• Educating and instructing users on various applications and hardware issues• Answering, evaluating, and prioritizing incoming requests from users experiencing • problems with Canfield hardware, software, and networking platformsIdentifying and escalating complex issues to the appropriate individuals and/or • development teamsHandling problem recognition, research, isolation, resolution, dispatch, and follow-up for routine user issues• Created and maintained a department OneNote with all documentation. • Created a SharePoint for our distributors had their own tech support ‘how to guides’ to troubleshoot.

Princeton, Nj, Us

Princeton HealthCare System Plainsboro, NJ 11/2017-PresentNOC Analysto Certified Apple Genius – setup, deploy, troubleshoot and fix iPhones and MACs.o Train iPhone and MAC users on how to use Apple devices.o Answer incoming calls to helpdesk and resolve issues in a timely manner.o Field Office 365 migration calls and walk users through new setup.o Create instructional documentation for end-user and support staff. Served as NOC Coordinator :o Manage schedules for over 30 NOC personnel.o Work closely with Management on the needs of the business.o Work closely with main ServiceDesk on any SEV tickets.o Monitor all ticket queues to ensure all tickets are being worked.o Created and Manage Department Knowledge Database with documentation.Go Live Command Center Tech Lead:o Field phone calls from SuperUsers reporting issues.o Open tickets for all reported issues and assign to proper ticket queue.o Escalate issues to Command Center Coordinator if needed.o Dispatch field techs to troubleshoot hardware/software issues.o Obtain ticket statuses from field techs throughout the day.o Update Command Center Coordinator/Management on urgent/outstanding issues.o Work closely with main ServiceDesk to escalate tickets as needed.

o Perform daily tasks of answering emails, phone calls, arranging vendors for service. o Create weekly bulletin and monthly newsletter. o Maintain and scheduling backups for all on-site computers.

Cupertino, California, Us

o Internal Trainer for employees on new procedures.o Help facilitate new hire training.

Cupertino, California, Us

o Certified in iWork (Pages, Numbers, Keynote).o Certified in iLife (iPhoto, iMovie, Garageband).o Certified in Aperture 3.0.o Provide personal training on Apple products (both hardware and software). o Perform one to many Group Training for members of the One to One service.

Cupertino, California, Us

Certified in Macintosh Hardware, Software, IOS Mobile DevicesPerform tech support on Apple products (mobile devices, desktop, and laptops) in a retail store with direct one-to-one customer interactions. During appointments troubleshoot and diagnose equipment, explain to the client what is being a done and giving a brief tutorial on a product. Repairs performed on the spot or within a specific time frame, to ensure minimal downtime.

Newark, Nj, Us

o Provide phone support for in-house and remote employees with various computer issues (email, VPN, spyware removal, account lockouts, password resets, network connectivity, etc). o Image new and old computers, do software installations, and hardware upgrades. o Setting up and troubleshooting Blackberries. o Migrate users from legacy system to Active Directoryo Manage and maintain the creation/terminations of network and email accounts. o As well as Grant access to corporate applications/programs, network drives and troubleshoot any issues. o Create how-to documentation for both users and tech support staff. o Worked as a liaison between end users and database administrators.o Worked closely with our Internal Audit department, to ensure compliance with Sarbanes-Oxley.

o Responsible for managing the department’s 11 employees.o Manage Human Resources issues including new hires, processing payroll, personal requests, and attendance records.o Project Manager - AT&T Platform Migration; - upgrade of IDT’s check processing system APS to EBT Developed.o Maintained on daily basis all telecom letters to customers using MS Word, Excel, Access (Welcome Letters, Postcards, Final Notices, and Collection Letters).o Process bounced payments (electronic/ paper) for future collection.o Establish payment arrangements with consumer and business customers and follow-up.o Relationships with vendors (printers, payment processors, temp agencies collection agencies).o Locate and evaluate 3rd party collection agencies for possible future business relationships. o Establish business rules for billing and implement them for all departments in the company.

Newark, Nj, Us

o Processed bi-monthly billing for Internet customers using MS Access. o Managed the process for billing 300,000 Internet customers, which included sending credit card files to the processing center and uploaded/retrieved data to the/from-billing database. o Generated invoices on a monthly basis derived from our customer database. o Accepted customer’s requests for payments over the phone via credit card or electronic checks. Responsible for the resolution of customer complaints.o Inputted manual charges/credits via credit card terminals.o Developed and implemented a standardized process for the department.

Computer Electronic Technician

Education record