Jesse W. Email and Phone Number

Successfully managed everything from small single server setups for businesses with only 10 employees to complex multi-cluster VMware environments with 25 or more guest servers utilizing advanced technologies such as vMotion, HA clustering, full offsite failover, and VDI solutions powered by NVIDIA GRID. My ability to adapt and work with different network configurations makes me a valuable asset to any organization looking for a seasoned IT professional.• Acted in a supplemental IT manager to steer clients through their technology landscape, make recommendations on new technologies, and harden their system security.• Network implementation, analysis, security, System Administration, and Network Administration.• Windows Server, SQL management, Hyper-V, and Exchange both on premises and Office 365.• VDI implementations of 3D graphics for CAD software. Implemented using both Citrix and Horizon Servers.• Dell SonicWALL Firewalls; Cisco Routers; Dell, Cisco, HP and AdTran switches.• Rapid Recovery, Acronis, and Veeam for backup solutions.• Utilized Virtual Standby's and offsite replication to maximize up-time.• Fluent in Visio for creating network documentation.• Project planning and leadership is an important role I excelled at when assigning duties and ensuring tasks stayed on track to completion.

• Managed more than 30 technicians driving performance improvement initiatives, ensuring accuracy, and first-time resolution to maximize customer satisfaction.• Worked with development teams to test and implement new products and systems then followed up with issue tracking and developing training documentation.• Developed training to assist technicians more effectively perform their roles.• Worked with trainers as both a subject expert as well as conducted training in remote and in person classrooms.• Helped develop and implement all remote work control systems to decrease connection issues, enhance employee monitoring capabilities, and increase employee productivity.• Final point of escalation for tough issues that technicians or internal IT teams could not resolve.

•Coached advisors on their metrics and best practices for interacting with customers.•Decreased my team’s average handle time while improving first call resolution.•Primary point of contact to assist advisors in resolving issues they were having problems with.•Worked iPhone, tablet, and Mac support.•Found emerging issues with both iOS and the devices, then worked with the engineers to resolve.•Promoted to taking escalated calls after two weeks because of my ability to troubleshoot with a passion to drive an outstanding customer experience. •Maintained good metrics and over 95% customer satisfaction surveys across all departments.

•Assisted with maintaining and managing a Novell network using NetWare 6.5. This consisted of a file server using RAID, NAS system, Novell and GroupWise servers, SQL server, Web Server, and a tape backup.•Assisted with upgrading from Novell to a Windows 2008 environment. This included the implementation and use of Active Directory, a File Server, and an Exchange Server.•Tasks included monitoring the network and managing a Citrix environment with approximately 10 users.•Utilized WireShark to monitor network traffic, and an assortment of cable testers/certifiers to ensure connectivity.•Primary troubleshooting contact for 100 end users both in-house and remote using a variety of computers, operating systems, and office suites. •Main point of contact for all website support with approximately 1800 active users.•Created documentation for users to assist with self-help navigating and affectively using the website.•Upgraded the office from telephonic to VoIP phone system using Cisco phones and Power over Ethernet switches.•Maintained 4 business class printers installing maintenance kits as needed to ensure optimal functionality.•Worked with vendors to ensure accurate and timely service, following up as needed to ensure resolution.