Jeremy Estes Email and Phone Number

Project management of Support Services and designated Infrastructure Services projects. Implementation of project tasks in addition to project management functions. Participation in IT strategic planning and group roadmap creation. Coordination of activities with help desk, network services, or other information systems groups.

Installing, supporting, and maintaining Windows 2003 Server, Active Directory and Exchange Server and other computer systems, and planning for and responding to service outages and other problems. Scripting and other light programming, project management for systems-related projects, training of computer operrators, and being the consultant for computer problems. Installing and configuring computer hardware, operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems and diagnosing and solving hardware/software faults; replacing parts as required; providing support, including procedural documentation; supporting the roll-out of new applications; responding within agreed time limits to call-outs; prioritizing and managing many open cases at one time; rapidly establishing a good working relationship with customers and other professionals (e.g., software developers); testing and evaluating new technology. Maintain company’s external website.

Perform analysis on customer’s PC and make product or service recommendations. Supply best in class support to direct consumers on all technology support needs. Use company provided tools to troubleshoot and solve customer technology problems. Maintain high level of customer satisfaction with focus on first call resolutionIdentification and removal of Malware and Viruses.

Build and repair PCs with multiple operating systems for software testing. Create test scenarios and test unreleased software. Troubleshoot hardware and software related issues live with customers over the phone in a high volume call center and remotely through remote desktop and WebEx software. Repair and restore SQL databases for existing customers. Consult customers on strategic IT planning and implementation. Develop support applications in Batch, VBScript, SQL using SQL Server Management Studio, Visual Basic 6 and Visual Studio 2005 to assist Sales Representatives and In-house Technical Support Staff. Research hardware and software related issues from manufacturer’s web sites and manuals.