Jesse Forrer Email & Phone Number

Dayton, Ohio, United States

Miamisburg, Ohio

As an Anaylst for Reed Elsevier my primary responsibility is to ensure the availability of the 500+ products owned by Reed Elsevier and LexisNexis. To do this Operations makes use of HP OVO browsers to monitor and manipulate servers in Production and Certification environments, MVS consoles to maintain Mainframe environment, and other industry specific tools

Primary responsibilities were deskside support of computers in a Windows environment. In addition the position required maintainance of tape drives, as400 systems, and servers. Short Term Contract position. Completed contract prior to accepting new position.

Worked as Helpdesk supporting multi-national company. Responsibilities included but not limited to:Utilized Troubleshooting tools to determine cause of issue, and resolve most issues on first contact.Maintained highest resolution on first call as well as highest call volume of all agents.Supported Windows 2000 as well as XP in a technical support environment.Utilized Active directory, Network troubleshooting, Goverlan, PCAnywhere, and Peregrine ticketing system.Designed process to ensure organization within the desk, and accurate ticket processing.Controlled Ticket Queue to maintain proper processing as well as ensure tickets were completed within SLA.Trained incoming agents in desk processes as well as troubleshooting required to resolve issue on first contact Worked a specialist on a multi-site Networking issues and acted a proxy to clients Networking team.

Responsibilities included but not limited to:Organized interviews as well as per-employment paperwork to determine if an employee would be a good fit in a particular position.Ensure compliance in all Federal and State laws regarding employment.Processed I-9 and W2 paperwork for all incoming employees.Managed Clients to ensure quality of work and exceeded Client expectations Used sales skills to generate new Clients to which we could provide employees.

Worked as leader supporting DSL for customers. Responsibilities included but not limited to:Provided troubleshooting for home users having difficulty with connection of DSL.Assisted in installation of new connections as well as OS configuration and support of existing customers.Worked to assist other team members in setting up troubleshooting tools and in resolving customer issues. Provided coaching to agents experiencing difficulties.Developed Screenshot walk-thru's for multiple levels of management upon request. Manager, Italian BistroWorked as front of house manager for restaurant. Responsibilities included but not limited to:Handled all business in regards to Customer experience/Managed servers and bartenders including additional duties and customer service skills.Opened and closed restaurant and maintained standards were met. Trained all new incoming employees and provided coaching to maintain employees were meeting customer service requirementsDeveloped schedule for all servers/ bartenders and ensured coverage for peak shifts were met.30-50 employees reported directly to me.

Bachelors Degree, Networking And Communications Management

Itil V3 Foundations Certification

Associates Degree, Network Systems Administration

A+ Certification