Jon Baumhart Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Chicago, Illinois, United States

Greater Chicago Area

-Managed a fast-growing team of 18+ Managed Service Help Desk Technicians/Engineers comprised of multiple tiers.-Created processes and procedures as the company grew to ensure all technicians could provide consistent, excellent customer support.-Built a new employee training program in order to transition to fully remote nationwide help desk.-Reorganized the MSP Help Desk group to add an additional 50+ hours of technical support during the week -Continued to update as growth allowed us to better support our customers 24x7 needs with additional shifts and better on-call processes. -Created a new and fully customer facing reporting structure in order to provide better transparency to our clients via BrightGauge. -Met with customers from the start of service as well as on a cadence call to ensure customer satisfaction. -Assisted the Sales team in the pre-sales process to ensure we were able to support all customers’ requirements-Managed smaller projects that were within my teams skills and abilities.-Worked with a large catalog of vendors to maintain relationships and to ensure we are getting the value out of each product.

Greater Chicago Area

-Managed a team of 5 NOC Engineers as well as a team of 10+ Managed Service Help Desk Technicians. -In this new role, I added the MSP Help desk to the Access One NOC in order to streamline the support process for the Access One product line and to improve the overall customer experience for our clients.-Created new processes and procedures to help streamline this effort.-Worked on combining all monitoring tools (Solarwinds, Auvik, and Connectwise Automate) in order to be as proactive as possible and to prevent duplicate work between groups.-Reorganized the MSP Help Desk group to add an additional 30+ hours of technical support.-Changed the On-Call process to ensure we did not miss any emergency issues.-Assisted Sales in the pre-sales process to ensure we able to support all the customers’ requirements.-Responsible for writing all Reason For Outage (RFO).

Greater Chicago Area

-Managed a team of 5 NOC Engineers.-Updated and developed policies and procedures for each aspect of the NOC Department.-Created and standardized documentation via an internal Wiki (via MediaWiki) to help the NOC become more efficient and self-serving.-Took over administration and developed an established Solarwinds NPM server to enable the NOC to be proactive.-Created custom Solarwinds Reports for SLAs and Chronic Offenders.-Created custom Solarwinds Alerts for monitoring and worked with our internal development team to automate our proactive ticketing process.-Enforced internal SLAs within the NOC as well as external SLAs with our providers and vendors.-Monitored, maintained and supported all products in the Access One Telecom portfolio.-Ensured thorough communication internally among different departments as well as with our customers.-Developed our CostGuard ticketing system to show different troubleshooting templates for our CARE team based on predetermined categories.-Took over and customized our telecom fraud system, Protector by Equinox, in order to see fraud and stop it within 30 minutes or less.-Provided remote support to field engineers.-Provided on-call escalation support for the NOC 24x7.

-Managed a team of 3 NOC Technicians.-Created new policies and procedures for all aspects of the NOC Department.-Created documentation in order to standardize configuration as well as communication.-Enforced these new policies and procedures throughout my department and as well as the operations team.-Managed and maintained multiple network monitoring systems: Solarwinds Orion, Nagios, and Cacti.-Researched and documented provider SLAs.-Enforced internal and external SLAs.-Monitored, maintained and supported all of AM3's network elements.-Provided remote support to field engineers in all markets.-Ensured thorough communication internally as well as with clients.-Maintained all vendor relations, including opening trouble tickets and escalating issues.-Submitted reports to Senior Leadership Team of SLAs and Up Time.

- Managed and Supervised a team of 7-9 Tier 2 level CSR's- Maintain SLA of 24-48 hours on all trouble tickets- Built new guidelines that were to be followed for technical troubleshooting tickets- Handle escalated customer issues and maintain communication with customer until resolution- Managed and Supervised a team of 8 Dispatch CSR's- Created new procedures to fast track ETA request from customers to technician- Worked on implementing changes and upgrades to our CRM for better reporting and tracking of truck rolls-Traveled during acquisitions of new companies to do discovery of operations and employees that would be needed to ensure a smooth transition

- Supervised a group of 5-8 Tier 2 level CSR's- Worked on maintaining a 24-48 hour SLA on all trouble and install ticket resolutions- Created and enforced new policies and procedures- Enforced detailed documentation of all issues-Traveled during acquisitions of new companies to do discovery of operations and employees that would be needed to ensure a smooth transition

- Customer Service Agent that handled technical trouble shooting calls for TV, Internet, and VoIP- Responsible for upgrades, downgrades, and technical escalations from CSRs- Ensured detailed notes were taken on all tickets to ensure hand off was as smooth as possible

M.A., Physical Education, Sport Management

Bachelor Of Science, Recreation