Jay M. Email & Phone Number

Madison, Wisconsin, United States

Madison, Wisconsin

• Led support and administration of ServiceNow, Servigistics Knowledgebase and Enghouse Interactive. Secondary support of SalesLogix CRM, TeleOpti WFM and SAS. Included configuration, upgrades and updates.
• Developed test plans utilizing real-life use cases to aid in upgrades of business-critical applications.
• Led and participated in departmental projects affecting multiple business units, including requirement gathering, solution development and deployment.
• Analyzed business processes and requirements through business owner interviews, documentation analysis and workshops.
• Managed vendors for feature integrations, upgrades, implementations and weekly update meetings.
• Reviewed product configuration and design to determine process-improvement gains.

Fitchburg, Wisconsin

• Responsible for administration, configuration, upgrades and updates of ServiceNow and Enghouse Interactive, along with secondary support of SalesLogix CRM, TeleOpti and SAS.
• Established new users, managed access levels and maintained password security for responsible systems.
• Served as a technical resource for business-critical applications on enterprise and departmental projects.
• Created and maintained documentation necessary for operation and security procedures.

Madison, Wisconsin Area

• Managed local and remote service desk staff and activities associated with the identification, prioritization and resolution of reported problems using ITIL best practices.
• Coached staff on process improvements as well as day-to-day job functions.
• Worked as a technical lead on a project to replace homegrown ticketing system with ServiceNow. Wrote RFPs for vendors which were then applied to a scoring system used to select the vendor.
• Acted as a technical project manager for infrastructure projects including desktop refreshes, software upgrades, and new site technology deployment.
• Created documentation and updated procedures to resolve issues faster and improve processes.
• Generated weekly and monthly operations metrics using First Call Resolution, Call Abandonment Rate, Mean Time to Resolution.

Fitchburg, WI

-- Led enterprise projects and initiatives to facilitate successful implementation of desktop related activities including the startup of new Parts Warehouse in Phoenix, AZ.-- Provided appropriate, timely, and detailed documentation on all projects and provided training to the team about the projects-- Mentored Level 1 and Level 2 Technicians and provided.

Fitchburg, WI

-- Provided timely installation or repair of desktop hardware, operating systems, software and peripherals.-- Mentored the Desktop Support Technician level 1 and provided necessary training when needed-- Traveled across the US to provide technical support to remote locations.-- Took on the role of security administrator and handled security requests for.

• Provided on-site support for over 1500 PCs, 100 Printers, and 1000 Software Titles.
• Assisted in the PC refresh project, building and deploying new PCs.

• Employed acquired technical knowledge of desktop computers to serve as the initial point of contact for resolution of desktop/workgroup-related problems in a 400-user networked environment.
• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.
• Contributed over 45 hours a week over the course of 4 weeks to implement Active Directory to the entire building.
• Completed service requests submitted by the end users.
• Worked with Project Managers on various projects, both small and enterprise wide.

• Resolved computer problems by troubleshooting in person and over the phone through the Help Desk for over 60 Dean Clinics throughout Dane County and Southern Wisconsin.
• Built, setup, and maintained servers running Windows 2000 Server and mounted them in server bays.
• Facilitated the implementation of Microsoft Outlook 2003 by resolving end-user issues via the help desk and on-site.