Jerry Eubanks Email & Phone Number

Oslo, No

Independently support, maintain, and provide guidance on technical solutions to help achieve business success across over 37 global locations. Support Windows, Azure & Dynamics 365 infrastructure with a user group of 3000 plus in a hybrid Active Directory / Azure AD environment. · Responsible for the setup and management of the IT support and local IT infrastructure in the Dallas office and across other US locations, including network equipment, servers, and other devices · General end-user support - work with incoming incidents and service requests in our service desk system (Zendesk ticketing systems)· Support on Microsoft Windows environments, Active Directory and other Microsoft applications and infrastructure, in addition to supporting Office 365, Azure AD and Azure environments. · Coordinate security-related incidents and ensure correct actions, escalation, and reporting together with Group IT InfoSec Team · Support and troubleshoot all user hardware devices, software, and data · Support the Global IT Operations team and take on tasks and responsibilities related to management and operations of central infrastructure, services, and data centers· Responsible for equipment procurement, imaging, management, assignment, asset management, and shipment to remote end users· Administrate end user accounts, utilizing Microsoft 365 admin Center - All admin centers, including Teams Admin Center, Azure AD portal, Endpoint Manager, Exchange Admin Center, and Dynamics 365 CRM. · Provide Intune enrollment support for cell devices and autopiloted laptops.

Redmond, Washington, Us

Support and maintain subscription management services, correlation of usage and charges, and cost efficiency for P Microsoft Premier customers. · Support delivery, resolving escalated, complex customer issues related to the Azure billing platform and subscription management to successfully deliver Azure Subscription Management Support against Customer Partner Experience (CPE) and workflow efficiency targets· Identify required tools, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to operations below 10% of the volume. · The Support Engineer provides a critical role in the implementation of Azure support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness;· Develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.· Provide daily remote front-line support to clients including logging and monitoring 5-10 calls/day in ticket tracking system following support process and metrics guidelines.· Collaborate with development team to resolve developer level issues· Monitor the queue for incoming new cases using ticket system Fresh Desk.· Achieve the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.

Flower Mound, Tx, Us

Supported and maintained the legacy and Cloud based Spindlemedia, INC Tax Office software application designed for local governments which automates management of land information and property tax. · Analyzed incoming software issues related to complex tax calculations to determine root cause to resolve issue.· Worked on complex customer cases regarding tax modifiers, distributions, tax bills, and database related issues.· Continuously learn Tax Office products to become thoroughly knowledgeable for being the go-to person for Spindlemedia customers· Developed technical and training solutions and documents to minimize reoccurrence of reported issues. · Provided daily remote front-line support to clients including logging and monitoring 5-10 calls/day in ticket tracking system following support process and metrics guidelines.· Collaborated with development team to resolve developer level issues· Monitored the queue for incoming new cases using ticket system Fresh Desk.· Became a Microsoft Certified Azure Admin to document and perform various cloud duties within Azure

Ottawa, Ontario, Ca

Supported and maintained the legacy Aumentum software application designed for local governments which automates management of land information and property tax.· Served as a liaison between product management and the local counties/agencies for case resolution.· Analyzed incoming software issues related to complex tax calculations to determine root cause.· Worked on complex customer cases regarding tax modifiers, distributions, tax bills, CVI import files, and database related issues.· Developed technical and training solutions to minimize reoccurrence of reported issues. · Provided daily remote front-line support to clients including logging and monitoring 5-10 calls/day in ticket tracking system following support process and metrics guidelines.· Created knowledge base articles for clients and internal use as a reference for application related tasks and resolution of potential software issues.· Collaborated with development team to identify and test bug fixes. Participated in System Integration Testing. · Monitored the queue for incoming new cases using Salesforce and Jama while simultaneously working to reduce the backlog.

Toronto, On, Ca

• Provide daily remote or onsite front-line support to clients including logging and monitoring calls in ticket tracking system following Thomson Reuters support process and metrics guidelines• Escalate unresolved calls to second-line support• Provide training to clients as required• Respond to requests and feedback regarding elevated cases• Measure and analyze incoming software issues to determine root causes and develop technical and training solutions to minimize reoccurrences and report results to manager• Work with development to identify and test bug fixes and assist QA with software testing as needed, also participates in SIT depending on the product• Recommends solutions to customer application/content questions• Maintains a log of problems so that reoccurring problems can be reported to product development/content operations• Identifies any trends that might be occurring in the submission of faults and works to either train the support analysts or works with product development to produce a plan around these trends• Identifies process inconsistencies and drives service improvements• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results• Monitors status of outstanding support issues• Assists the product development group with follow-up questions• Other duties as assigned

• Provide first line technical support; troubleshoot problems, answering support queries via phone or email, assisting with hardware and software problems.• Respond to inquiries from clients and help them resolve hardware or software problems in a timely manner• Allocate more complex calls to relevant second level IT Support member(s). • Arrange for external technical support where problems cannot be resolved in house. Keep management aware of any problems that are severely impacting business operations or wide spread issues. • Handles client password policy assistance and resets. Maintain status of issues and keep in continuous contact with the client and IT support personnel. Physically install/setup PC's, related hardware and software. • Provide assistance in the maintenance of network equipment. • Uses available resources to resolve incidents (people, tools and processes). Coordinates incident resolution and service request completion with various workgroups Software, Hardware, Connectivity fault diagnosis, analysis and First Touch Resolution, Software & Hardware Break fix - Desktop, Laptop, handheld devices.

Plano, Tx, Us

As a Tech Analyst, I have the responsibility of implementing software, code fixes, SQL reporting tools, and server configurations for test, training, and production environments at over 300 different small to large Emergency Room facilities.Regularly work with medical facilities’ IT teams to request changes to VMs, load balancing, firewalls, IIS, SQL configurations, and etc. within test and production environments.Provide T-System clients with information about the code versions, code changes, server configurations, and disaster recovery procedures.Perform software, hardware, and SQL database migrations/upgrades to the latest versions from Windows 2003/SQL 2005 to Windows/SQL 2008 test and production environments.Provide SQL maintenance such as, installing latest service packs, scheduling backups, and resolving performance issues.Install, Upgrade and Migrate T-System EV software on client server hardwareTravel up to 50% to client’s sites to provide post implementation support, Go-Lives and application troubleshooting

Plano, Tx, Us

Support T-System EV for Hospital ED customers who chart on patients electronically. Provide remote T-System server support by providing root cause analysis to T-System issues, troubleshooting, recycling Windows Com+components, purging message queues, restarting T-System services. Performs change configuration requests by manipulating the SQL database, and editing XML scripting. Provides resolutions for T-System down situations by employing a variety of T-System tools such T-System Site PropertyEditor, UserLogonAdmin, ExportBroker, and many other T-System tools. Configures, troubleshoots and maintains T-System printer routes.Provides T-System document management support for Physician, Nurses and other Medical Staff

Waterloo, Ontario, Ca

Support BlackBerry Enterprise Server (BES) for GroupWise customers who have Tech support contracts. Provide remote server support by providing root cause analysis from BES log reviews, troubleshooting, BES installs, BES server maintenance releases, service packs, etc. Provide resolutions for BES down situations and a variety of other BES email device issues. Travel to support BES tech support contract customer sites for onsite support.

(Remote Contractor for Ochsner Hospital), New Orleans, LA 2010 - Present GroupWise Administrator/Novell Edirectory Administrator • Remotely administers a large GroupWise 8 email system with over 20,000 users.•Provides technical support for 18 GroupWise Post Offices.•Manages and maintains numerous Novell GroupWise servers in a cluster environment.•Performs GroupWise domain database San maintenance. •Supports virtual GroupWise servers in a mixed environment of Netware 6.5/Linux and SUSE Linux Enterprise Server 10 & 11, utilizing VMware vCenter Server ver 4.0.0, ConsoleOne and GroupWise Monitor.(Contractor for Dallas-ISD), Dallas, TX 2009 - 2010Administers a large GroupWise email system with over 24,000 users.• Provides technical support for 20 GroupWise Post Offices.• Manages and maintains numerous Novell GroupWise servers in a cluster environment.• Performs GroupWise domain database San maintenance. • Supports Novell Edirectory utilizing DSExpert, IManager and ConsoleOne.• Develops documentation for GroupWise and Edirectory maintenance and repair procedures.• Produce Open Record Request utilizing Gwava Reveal.

• Installed software and printers, network interface cards, and all necessary hardware for networking, including cabling.• Provided hardware and software desktop support for over 300 end users; answers and logged IT calls using Track-IT helpdesk software.• Managed all telephony issues at stores and the Corporate Office. Successfully coordinated, planned, and directed telephony projects. Reviewed and managed phone bills.• Provided skilled support for a large 300 user Microsoft environment with 25 servers that included an AD server, DNS server, DHCP server, MS Exchange server, MS 2003 file server, McAfee Antivirus server and a BlackBerry Enterprise sever. • Managed Microsoft Active Directory, created objects and performed all related administration.• Performed imaging with Symantec Ghost software.• Performed administration within ConsoleOne and NW admin; managed administration of GroupWise and Outlook email in addition to NDS or Edirectory.• Consulted with phone vendors utilizing AT & T Premier Website. • Conducted Citrix Thin Client installations and configures Citrix sessions.• Coordinated and managed business cell phone distribution for over 130 users throughout the company utilizing the services of Sprint and AT & T.• Administered the Nortel Meridian PBX system by programming new LAN lines and requested phone features within the system and adding and deleting user voicemail accounts.• Experienced in remote computing support and VPN setup.