Jon Arthur Email & Phone Number

Olympia, Washington, United States

• Daily supervision, delegation of assignments, monitoring of workload, problem solving, and technical guidance.• Promotes staff members’ career development, and evaluates performance, skill growth, competency growth, and• Sets performance goals for assigned technical team.• Evaluates and verifies employee performance through the review of completed work assignments and annual performance appraisals.• Recommends selection of staff to Region IT Manager, ensuring equal employment opportunity in hiring and promotion.• Provides IT customer support statewide for customers regarding workstations, printers, servers, mainframe, network and software application problems.• Analyzes customer problems, corrects problems while on the phone (if possible) and/or reassigns problem to workstation, network, mainframe, infrastructure, and application support teams.• Resets and/or terminates customer network sessions and passwords, resets printers and add printers to workstations, checks server status, installs and assists with software applications, map network drives, and provides resolution for Mobile Access problems (Citrix, RAS, VPN and Wireless).• Utilizes remote administration tools to identify and resolve customer problems.

United States

-Support a variety of technologies from PC, Servers, projectors, 3D printers, Lazer engravers, video switchers\scalers, Videoconferencing, amplifiers & more.-Responsible for management of 200+ classroom computers as well as 2 fully equipped media labs-Responsible for management, deployment, and testing of Windows OS and supported applications for all classroom technologies. Created and designed new Windows 10 Infrastructure and managed deployment and upgrade of all Windows 7 based systems.-Maintain computer lab and associated peripherals. Perform setup and operation of equipment that makes up the electronic classrooms and other system facilities.-Assists desktop computer users in support of AMS operations.-SCCM administration, AD\OU management, Group policy administration, DeepFreeze administration, DNS, DHCP-Polycom administration, configuration, deployment, and testing. Zoom, GoToMeeting, Cisco web ex experience.-Uses advance networking tools such as SPLUNK and WireShark to diagnose network level errors to ensure proper traffic flow.-Implemented and tested mobile device management technologies for android and MAC OS.

-Diagnoses and resolves hardware\software problems for computing environments.-In support of information systems and users, performs routine analysis, programming, installation, maintenance and\or systems support.-Installs, configure, and tests system components or peripheral hardware.-Provide documentation to customers (Technical bulletins regarding changes, test plans, implementation plans).-Assists in identifying customer problems on the use of applications or applications installed on multiple platforms and suggest remedies.-Assists in unit, system and\or usability testing to evaluate hardware and software products to determine if they meet unit and\or institution standards.-Recommended hardware and software for groups based on user specifications.-Manage deployment services for WDS server and the timely deployment of laptops for student rental program.

-Responded to associate service calls to troubleshoot the nature of reported problems and take necessary steps to resolve those problems.-Managed site license program providing new software to WSU faculty\staff.-Built and configured PCs and laptops as well as loaded software and conducted audits for unlicensed software. -Ran and terminated infrastructure cabling between workstations and communication closets.-Supported organizational goals by documenting all tasks and accounts for time via Online Ticketing Reservation System (OTRS)-Responsible for testing, configuring, and deploying all PC images and software for Information Technology Services.-Managed school laptop rental service and performed routine maintenance on machines.-Imaged and deployed computers to on and off site locations via WDS and SCCM.-Represented technical bridge between Information Technology Services groups and business units.-Contacted and maintained vendor relationships via phone, e-mail, skype, etc...

-Forklift maintenance (fluid changes, tire changes, parts replacement, vendor support)-Facilities maintenance (rollers, bay doors, scanners, etc.)-Handle tickets from start to resolution in maintenance work order system-Equipment tracking and inventory-Waste disposal