Jeremy W. Email & Phone Number

• Charted a successful course for excellence in SLA agreements covering more than 400 business partners.
• Supervised and mobilized high-quality performance from 40 technical support engineers, including creating and overseeing individual teams and engineer metrics for Field, NOC, SOC and PMO departments.
• Planned and executed leadership training programs, bi-weekly one-on-one meetings, and annual reviews.
• Spearheaded the NOC transition to an outsourced agency while acting as interim COO for the company’s MN office during an MSP merger with an equally sized company. Operations Department.
• Effectively liaised with business clients to review service concerns, address outstanding issues, and provide solutions for their unique environments.
• Guided managers through challenges, managed within an MSP environment, and engaged with executive peer-groups.

Bloomington, MN

• Lead and drive optimal performance from a team of 14 Service Desk Technicians and Field Engineers through coaching, one-on-one meetings, and performance reviews.
• Cultivated productive relationships with more than 150 business partners as the point of contact and facilitator for complex technical issues.
• Realized ideal service delivery to all partners and end users in collaboration with Senior Leadership, Account Managers, and NOC Management. KEY ACHIEVEMENTS
• Promoted six technicians into supervisor positions, through training and leadership development, enabling the service department to scale and more efficiently handle more than 110 tickets daily.
• Augmented call handling percentage from 70 to 95% while increasing first-time resolution to more than 85% at the T1 level and 95% at the T2 level.

Bloomington, MN

• Bolstered Service Desk Team performance and outcomes, including 6 Level 1 and 2 technicians, through recruitment, training, mentoring and the creation of KPIs and ITIL processes.
• Managed all functions of Service Desk team members in the U.S. while fostering positive working relationships with international counterparts.
• Acted as a senior point of contact for escalations within the U.S., handled DSAT reviews and corrections, and leveraged proficient documentation for shared KB to facilitate proper upkeep.
• Efficiently conveyed Incidents and Requests to the appropriate teams and queues by maintaining workflow through ServiceNow.
• Built and nurtured productive relationships among end user and other technical teams (Infrastructure, Server, Dev, JDE, and Web Analytics teams) globally and monitored SLA metrics.
• Ensure email and support ticket triage is happening within the proper SLA time frame.

Bloomington, Minnesota

• Administered all aspects of Windows environments globally through Group Policy while delivering high-quality level two and three support.
• Played a key role in resolutions and escalated technical problems from the Global SD team.
• Navigated computer refresh, imaging, and maintenance logistics for local and international field workers.
• Accurately tracked and updated the Wright systems inventory through effective maintenance and updating of Meraki.
• Utilized SCCM for software updates, configurations, and installation, maintained and configured backup systems using Druva inSync, and handled ticket tracking and assignments utilizing ServiceNow.
• Contributed to day-to-day end-user system administration, troubleshooting, and upkeep in conjunction with local staff.

• Steered end users for all slashBlue partners through level one and two support needs, including triaging calls and tickets utilizing Kaseya.
• Coordinated the setup, maintenance, and troubleshooting of RDP and firewall applications.
• Managed Microsoft Exchange environments and support and performed routine Server Health Checks and act as necessary.

Lakeville, MN

• Assessed client/prospect business requirements and determined and applied specialized technical solutions.
• Fueled the success of new development projects by analyzing, documenting, and testing system specifications.
• Helped establish system design and functional specifications for new development projects.
• Defined and documented the technical vision of projects and analyzed tradeoffs between application usability and performance requirements in partnership with software developers and subject matter experts.
• Utilized SQL queries to pull relevant data while testing in QA and Stage environments.
• Produced actionable recommendations to resolve production system issues by recognizing and analyzing trends.

Lakeville, MN

• Initially handled requests from internal Information Systems customers and responded to end-user requests while providing level 1-3 support.
• Oversaw the upkeep of all workstations, laptops, thin clients, tablets, within Verified Credentials.Maintained and worked in both virtual and physical server environments, including SAN, NAS storage and backup systems.
• Setup Exchange user and department mailboxes, calendars, assisted in running queries for lost or filtered email, and established, maintained, and continually organized companywide end-user profiles in MITEL VOIP system.
• Operated within Active Directory daily to reset passwords, setup new user profiles, and add/remove security groups and policies as needed.
• Installed and troubleshooted WebEx, Netsuite, and Contact Center Manager on individual system, and administered PraireFyre ACD and CCM.
• Continually organized, inventoried, and documented all workstations and peripherals throughout Verified Credentials using Active Directory and PDQ Inventory.

Tallahassee, Florida

Lake City, Florida

Lake City, Florida

Ft Carson, CO

Master Of Arts (M.A.), Counseling

Bachelor'S Degree, Organizational Leadership