Jeff Halterman Email and Phone Number

Provided first-point-of-contact assistance to global users at a growing company of ~21,000 via ServiceNow tickets, Slack chat messages, and phone calls. Daily tasks included tier one troubleshooting of hardware/peripheral/software issues on macOS and Windows machines, managing/troubleshooting access in Active Directory, L.D.A.P., Okta, and RSA SecurID, ensuring connectivity to the network via GlobalProtect V.P.N./secure gateways, and deploying software/provisioning licenses requested by end users.Key takeaways were experiencing a large-scale business operation for the first time and what that entails (e.g., ranging from adhering to strict S.L.A.s for response/resolution times to coordinating with the team to identify emerging patterns/trends to trigger major incident management processes, when needed), balancing multiple forms of end user communication to ensure adequate response times, and proper triaging and escalation of issues not handled by the help desk or requiring additional troubleshooting beyond the scope of tier one.

One half of a two-man I.T. team helping solidify the foundation of a growing, <100-employee health and wellness company. Major tasks included documenting existing procedures and creating new standards for easier scaling (e.g., naming schemes for growing device assets, processes for outboarding users and removing them from the proper O.U.s, etc.) as well as maintaining the laptop fleet for traveling phlebotomists (e.g., upgrading hardware, troubleshooting connectivity issues remotely, etc.) and imaging new machines via ManageEngine.

My first foray into I.T. that quickly transformed from a basic, part-time position to full-time and getting to experience as much as I could take in. From client troubleshooting with Citrix to imaging and deploying Surface Pros in an upgraded environment, this was a fantastic, hands-on learning experience.Successes included creating/maintaining documentation that drastically cut down help desk onboarding times for three, incoming associates and a new manager, spearheading a project to replace/update 50-60 machines to help prevent/troubleshoot blackouts of our digital signage software (Rise Vision) in our clubs nationwide, and being a staple in improving end user perception of I.T. and increasing scores for how they ranked the department, overall.