Jeff Ferguson Email & Phone Number

Augusta, Maine, United States

Waterville, Maine

• Responsible for management of the Thomas College service desk, supervision of a dozen part-time student employees and support of instructional technology
• Provide first-tier end-user support referral when needed
• Maintain database of all instructional and A/V equipment including the replacement/maintenance schedule for equipment
• Provides instructional technology training and assistance to college students, faculty and staff
• Review and propose revisions to, and make recommendations regarding library operations and acquisitions as needed

Waterville, Maine

• Responsible for general operation and support of faculty/staff computers, phones, printers and classroom audio/visual equipment
• Perform routine maintenance including troubleshooting, system upgrades, configuring new equipment, and keeping detailed asset records in an extensive inventory database
• Provide infrastructure support such as running plant cabling, maintaining switches, wireless hardware, and evaluating software as needed
• Oversee operation and maintenance of college-wide digital signage systems
• Work daily with software applications including Windows, Microsoft System Center Configuration Manager, Active Directory, DHCP/DNS and ShoreTel Director

• Responsible for troubleshooting complicated technical support related issues and providing customer service to Business Class high-speed Internet, Phone, and Video customers.
• Evaluate, diagnose, fix, and/or escalate network problems using a variety of support systems and basic and advanced networking troubleshooting tools such as Ping, Tracert, Telnet, SNMP etc.
• Troubleshoot connectivity, DHCP, RF, modems, routers, email delivery platforms, PC/client hardware/software configurations, domain issues, DNS problems, and web hosting while providing exemplary customer education.
• Expert in identifying and troubleshooting network connectivity, latency, packet loss, and bit error rates.

• Provided front-line phone and web-based software support of a financial software package to a national clientele.
• Worked with other technicians and support teams within the company to provide knowledgeable and timely resolution to client issues.
• Trained on multiple software packages including Onyx, Crystal Reports and MS Office.
• Acquired basic programming skills for Informix and SQL Server databases.

• Worked with college students, faculty and staff to assess and solve technology problems including computer software, hardware and systems database issues.
• Oversaw maintenance, setup, and operation of college Audio/Visual equipment.
• Acquired networking setup and troubleshooting skills.
• Assisted with helpdesk operations in a fast-paced, professional environment.
• Trained on multiple software and database systems, including Microsoft Windows XP, Microsoft Windows Vista, EpiSuite ID system, AS/400 (SCAN) system and Microsoft Office 2003 suite.
• Performed general office duties such as typing, filling work orders, and answering phone calls.

• Authored and edited press releases as well as conducted interviews of college faculty for various articles for the Saint Joseph's College Magazine, receiving positive feedback from interviewees on the work
• Conducted research for magazine articles, press releases, and other public relations purposes
• Built positive relationships with numerous media outlets across New England
• Took and edited professional grade photography to be featured in the Saint Joseph’s College Magazine, website, and other marketing materials