Jessica Creech Email and Phone Number

Email: jessicarcreech@gmail.comCertifications• CompTIA Network+ (Feb 2023)• ITIL Foundations v4Transferable Skills• Wi-fi and Ethernet support• VPN support• DaaS and SaaS support• Windows and MS office application support• Mac OS applications support• O365 Exchange and Google mail support• Duo Authentication Support• Creating procedural documentation• Service Now ticketing database• Employee Orientation training• Remote worker since 2020HUIT Service Desk Analyst – Harvard University Information TechnologyCambridge, MA – February 2016 to Present• Provide wifi support by assisting with network device configuration, including Windows, Mac OS, Android, and iOS platforms.• Provide ethernet support by registering mac addresses and verifying leases using Harvard NOC portal, testing cable connections and configuring network device settings. • Provide VPN support by creating and verifying tunnel access through Harvard NOC portal, installing and updating Cisco AnyConnect VPN software, assisting with proper institution VPN logon procedure and configuring VPN client settings, and consulting Splunk records.• Provide DaaS support by installing and troubleshooting VMWare Horizon virtual desktop client, troubleshooting and updating software within the virtual desktop.• Provide SaaS support by installing and troubleshooting software, verifying licensing and access, OS troubleshooting, and creating accounts.• Provide Mac OS and Windows OS support by upgrading OS versions for desktop and mobile devices, verifying program compatibility, installing and troubleshooting software, assisting IT Projects team with university-wide upgrades.• Provide O365 Exchange and Google mail support for thousands of end users through account creation, installing and troubleshooting mail clients for Mac OS, Windows, iOS and Android, communicating with Email Collaboration team to relay system changes and grace periods to end users. Create email archives for end users. Consult IIQ Active Directory database for account troubleshooting.• Provide Duo Multi-factor Authentication support for SSO and internal Harvard applications. • Create procedural documentation by authoring HUIT Knowledge Articles; detailing troubleshooting processes, and escalation points. • Create customer tickets through ServiceNow database.• Provide new employee Service Desk orientation. • Provide first-call resolution assistance for thousands of end users in 5 Harvard schools. Technologies used include phone support, email communication, Bomgar remote support portal, Slack messenger, Zoom, Teams.