John S. Email & Phone Number

Lindon, Utah

Senior Support Specialist in LindonVersatile: Onboarding/Offboarding Managing: Kace, Intune, CrowdStrike, Sophos, SpecOps, AD, Remote troubleshooting, GTA, Exchange admin console, Evoke, Meraki wireless and cameras, Dell bios, Windows Updates, Hardware maintenance, Duo, Lastpass, Printers, Adobe admin console, Hotspots, Smartphones, Jira, Confluence, Slack admin, Teams, Office 365 admin. Running onboarding/offboarding daily tasks and running Tier2 support while assisting T1s daily.

Lindon, Utah, United States

Working and acquiring trust at a new company. Learning many new systems while collaborating with many individuals. Acquired more Medicare and Health skills. Learned how to fix systems with a team offensive and how to dispose of equipment and deploy new assets. Working as a team and asking for help was a very important part of everyday interactions. Monitored 3 training labs and assisted with computer station issues as well as setup and maintenance.

Lehi, Utah

Collaborative: Worked across teams to solve mission-critical IT issues in a timely, thorough way. Developed strong relationships across all levels of the company from executive team members to front-line employees. Partnered with department heads to upgrade IT solutions to be more cost-efficient and effective company-wide.Manager: Led a team of four people in supporting thousands of customers' needs in navigating and completing the company's healthcare training platform online. Deployed Android and iOS devices on the network. Also, set up and managed Mac, PC, and Linux machines on the network, and deployed switches at the desk level. Versatile: Kept all electronic devices and systems up and running, including computers, department-specific software (Quickbooks, Salesforce, Slack, Workfront), conferencing, telephony (VoIP, softphones), corporate email (Microsoft Office 360, Gmail), company meetings, TVs, and sound systems. Also handled print management for Ricoh printers.Tended to many Facility Management activities in addition that impacted Information Technology users as well as ADA details and Fitness equipment.

Lehi, Utah

Communicator: Created and managed internal and user-facing documentation.Manager: Ran the help desk (internal customers) and tech support (external customers). Established and managed SLA metrics. Managed four technical support staff, including hiring-firing, performance evaluations, shift scheduling, compensation, and promotions. Evaluated hardware and software requirements and suitability. Helped team members prioritize and execute their tasks.Responsive: Helped internal users resolve their IT-related issues and addressed their complaints in a courteous, professional manner. Anticipated users' technical needs and acted proactively to meet them. Set up the helpdesk ticket system. Ran JIRA ServiceDesk ticket system. Drove high levels of customer satisfaction.

Lehi, Utah

Learner: Attended marketing seminars to improve the enrollment application process for learners.Technical: Ran the Avaya phone system. Updated firmware bios on hardware. Updated Windows using WSUS. Renewed software licenses for Adobe, Dell, and Microsoft applications. Ran Windows and Mac servers. Oversaw network administration and connection for six different buildings on our campus.

Lehi, Utah

Problem-Solver: Solved computer problems for external users. Managed and maintained the company's helpdesk and customer relationship management (CRM) website and chat forum.Responsive: Resolved learners/customer issues via phone calls and email.Trainer: Taught learners and staff how to use the company's LMS.

Greater Salt Lake City Area

SwitchPoint (formerly AirSwitch) was an Internet Service Provider (ISP). Collaborative: Worked closely with Systems Administrators to resolve bandwidth issues and to enforce correct user permission policies.Responsive: Responded to and resolved customer help desk calls regarding Internet browser updates and other technical issues. Supported field technicians to ensure that the service was up and running at customers' homes. Helped customers configure their network equipment to access the system Network.

Provo, Utah Area

Convergys provides IT solutions and order fulfillment for Fortune 500 companies.Analytical: Analyzed customer service surveys to identify areas for improvement.Manager: Lead a team of 12 tech support agents. Monitored calls and managed solution escalation procedures. Trained tech support agents. Used a Microsoft knowledge base (KB) to resolve users' technical issues. Ran the call center floor, including the "calls in queue" workflow.Technical: Completed Microsoft MCSE training on the Windows O/S.

Dallas Texas

The Great Train Store had 49 retail stores nationwide.Collaborative: Maintained computer systems for the corporate and satellite offices.Manager: Ensured that the network allowed all stores to report their EOD sales transaction each day to the corporate office. Set up point of sale (POS) systems to collect and transfer sale transactions from retail stores to the central office. Resolved communications and networking issues for store managers. Represented as retail sales Manager when visiting the stores.

Master Of Business Administration - Mba, Information Technology

Ba Minor Gis, Geographic Information Science And Cartography

Activities and Societies: Computer Lab Assistant

General Electives

Education record