Jeff See Email & Phone Number

Atlanta, Ga, Us

• Supports 50+ providers (surgeons) and 800+ staff at physical therapy offices, MRI imaging departments, the sports therapy complex, clinics/surgery centers, and administration offices (21 locations total.)• Leads the IT Service desk and Managed Service Provider (MSP) staff according to SLAs and ticket/project priority.• Severely reduced IT tickets – We had over 1,200 open IT tickets when I was hired, with some remaining open for over a year. We worked diligently to reduce that down to 40 and are now within SLA timeframes.• Created IT incident response plan documentation for outages – Manages IT bridge calls for P1/P2 outages and Global communications for outages, updates, workarounds, and resolutions.• Hiring, training and managing direct IT and MSP staff. • Assists IT Operations with networking outages, network upgrades, and projects – SD/WAN, Velocloud, upgrading Palo Alto switches to Cisco Meraki, Wireless Access Point upgrades, PTSN to VOIP softphone (8x8) transition, Citrix VDI to VMWare Horizon VDI transition, implementation of Linux igel thin client PCs, PrinterLogic VDI session-based printing, Rightfax scan-to email/Fax (from PTSN), Verkada and Brivo badge access systems, and Microsoft Active directory > Intune migration projects (in the Georgia & Texas markets.)• IT Project Management – Uses Monday.com to manage projects, such as; Planning the deployment of new locations and office closures, PC refresh projects, Networking upgrades, new hire checklists, creating an internal IT department from scratch, transitioning from our MSP to the newly created IT department, projects mentioned above.• Cost savings ($2.5+MM/Yr, total) - Helped save UMP over $1MM/yr by changing dictation software, $1MM/yr creating an internal IT department to replace our Managed Service Provider, switching to SD/WAN and terminating MPLS and Metro Ethernet circuits, and consolidating office space.• Reports to IT Director, VP of IT Infrastructure and our CTO.• Vendor Management

Denver, Co, Us

• Provided Tier 1-3 IT support (remotely and in-office) for computers, printers, networking, VOIP phone systems, and support for enterprise IT end user needs. • Completed projects driven by compliance, information security, systems administration, and network support (as required.)• Created & documenting new uses, processing modifications, and terminations.• Created, updated, and tracked Service Now support tickets.• Imaged, shipped, and tracked the return of new and replacement laptops, tablets, desktop PCs. • Administration of Desktop Central, WebEx, Microsoft Exchange, Microsoft Server Tools (Active Directory), Microsoft O365, Microsoft Intune, AssetExplorer, DUO, and BitLocker encryption.• Zoom Administrator, and provisions/programs Zoom SIP VOIP desk phones.• Provided remote IT training for end users.• Created and enhanced training documentation.• Understands of networking topologies, security, Ethernet, TCP/IP, DNS, VPN technologies and remote and wireless communication.

Greenwood Village, Co, Us

•Collaborated with legal department, project manager and Sr. systems administrator create a process for gathering, organizing, transferring, and encrypting sensitive data to external drives, as well as ship/track the drives while they are being processed by a third-party company.

•Imaged Windows laptops via SCCM, and adding role appropriate software via Active Directory, PowerShell, and Windows Software center.•Imaged Apple laptops via JAMF and setting up Windows Virtual Machines with VMWare Fusion.•Migrated data with Microsoft OneDrive and encrypting files with BitLocker/FileVault. •Shipped laptops and equipment to end users. •Tracked computer/equipment returns through Service Now.•Refurbished (or recycled) returned equipment.

Denver, Colorado, Us

•Managed group and server access in Active Directory.•Provided IT access for new employees and removed access for terminated employees via Active Directory and PowerShell scripts.•Salesforce Administration.•Microsoft Exchange Administrator: created/managed shared mailboxes and distribution lists.

Newport Beach, California, Us

•Decommissioned and refurbished Apple and Lenovo Laptops. •Managed group access in Active Directory.•Allocated Office 365 licenses, and administrated Microsoft Outlook.•Configured new and replacement hardware for PC and Mac (using SCCM imaging, JSS for Macs.•Data migration via Druva, and file encryption via BitLocker/FileVault.•Created inventory list for multiple offices.•Organized the inventory for both Denver locations, and refurbished/shipped the equipment to other locations across the country.•Recycled all remaining unused equipment

Responsibilities:• Used Sumo Logic, HOMER, and Wireshark to research PSTN, VoIP, and SIP server logs for root causes of critical level incidents.Identified and implemented alternate solutions to provide temporary service resolution for long-term issues.• Escalation management - managed priority requests from customers, sales, network operations, service management and executive management.• Strategy - prioritized daily tickets, queue, urgent issues and escalations.• Engaged customer follow-up, and conducted client troubleshooting appointments.• Vendor management - managed product-related incidents with external vendors and manage vendor interactions with customers.• Ticket flow management - collaborated with Tier 1 and Tier 3 support teams to identify and mitigate ticket escalation failures and create and implement ongoing improvement plans.• Trending & reporting - detected and documented incident trends with our NOC.• Written communications – created Incident Reports (IR) for customer facing groups to provide to customers.• Training - trained new team members on processes, products and protocols from a second level support perspective and mentor new team members and Tier 1 Product Support Technicians. I also trained clients on how to use the software we support.

• Account and project manager for Wolters Kluwer's web and audio conferencing.• Regularly reviews protocols, procedures, and products to remain current.• Provides professional customer service to both internal and external clients.• Creates and deactivates clients and companies in our CRM system(s).• Processes requests via email and chat.• Creates and changes data for companies, clients, and unattended conference level accounts and web products.• Answers inbound calls utilizing the correct script.• Collaborates with Implementation, Sales, clients, and other functional areas to ensure customer provisioning requirements are understood and implemented correctly.• Analyzes data received to identify possible failure points prior to client impact, and escalate issues as required. • Works independently and as part of a team. Meets or exceeds departmental expectations and requirements.• Constantly learning new systems, protocols, and processes.• Mentors and trains others.• Manages special projects from management as needed.• Participates in professional and developmental growth opportunities.• Maintains assigned schedule.

• Training clients on scheduling and editing settings in their online HUB or Microsite(s).• Giving the client various training demonstrations using Webex, Adobe, Microsfoft Live Meeting, and GlobalMeet webinar services.• Troubleshooting said products, and escalating tickets to tier 2 when necessary.• Isolating audio disturbances on conference calls.• Managed multiple projects and reports.• Chat leader on scheduled days• Answer questions/troubleshoot via email.• Training new agents.

• Processed 50+ calls per 8 hour shift.• Exceeded every metric for performance.• Processed payments and setup auto-pay.• Explained the features and benefits of Verizon calling plans.• Created customer accounts for the CRM database.• Performed troubleshooting for advanced 3g and 4g phones.• Performed troubleshooting for the Ipad 2.• Created detailed reports for each call.• Helped train new hires.

• Opened and closed the store. • Created daily and monthly financial reports.• Inside sales and phone sales. • Processed phone and online payments.• Conducted market research on our competitors pricing.• Kept hours for payroll. • Propane certified. • Billing and collections experience.• Helped train new hires.• Project management• Inventory assessments

Stock, Customer Service, and Sales• 8 annual inventories of over 3,000 products• Stocked the warehouse and loaded customers' trucks• Answered the telephone and took sales orders/data entry• Processed daily incoming and outgoing deliveries to ensure accuracy.• Order Placement• Administrative assistance