Jeff Stevens Email & Phone Number

-Ensured team acted in compliance with internal and external policies including HIPAA and CJIS -Handled inter-departmental, client relationship impacting, and high profile tickets-Coached team in weekly 1:1 meetings developed with team feedback-Review Metrics to find “rogue” tickets and get them back on track to resolution-Maintain ITGlue Documentation, as.

Greater Chicago Area

-Created and documented training curriculum for new employees, ensuring trackable progress-Responded quickly to security issues such as account breaches, virus outbreaks, and new vulnerabilities-Worked with Security vendors to assist clients with security audits, improvements, and issues -Developed and led daily morning team meetings to determine daily.

Greater Chicago Area

-Act as main point of contact and account manager for 30 schools and other nonprofits-Quote, Manage, and execute projects ranging from Networking, User Devices, Software and MDM -Resolve tickets regarding hardware, windows, mac, networking, iPads, and interactive boards-Create and maintain documentation, tickets and knowledgebase articles with CommitCRM.

-Tested for and documented new bugs alongside reproduction steps using Mantis Bug Tracker-Worked with developers to reproduce issues reported by player base-Performed regression testing to ensure proper implementation of fixes-Developed creative methods for stress testing, and finding new issues