Jon Sharpton Email & Phone Number

Mission, Ks, Us

Overland Park, Ks, Us

Orlando, Fl, Us

Lake Mary, Florida, Us

Support 911 Dispatch Personnel using ONESolution Computer Aided Dispatch Software Provide 24-Hour On-Call Support to 911 Call-Centers Nation-WideProvide interrupt-driven support, and address support needs in a prioritized fashionFocus on troubleshooting, analyzing, resolving, and documenting problems and bugs with Dispatch software. Provide support for multiple ancillary applications that enhance dispatch software functionality. Produce article-based documentation and course documentation on various software, processes, and troubleshooting procedures. Work with multiple teams during system down events to rapidly analyze and resolve problems. Document problems for escalation to Development for analysis and bug development.Tools used include SecureLink, SQL (2008, 2012, primarily via SQL Server Management Studio but also SQL Profiler), Windows system logs and tracking, Windows command line, Wireshark, Visual Fox Pro.

Mission, Ks, Us

Part of a team that helps set up and configure hardware and software systems for other teams to run pre-release testing on. Spin up and configure virtual servers for software testingUpdate and upgrade virtual machines in accordance with various software development branchesDocument observed errors during installation and communicate to software development team to addressCoordinate with teammates and team lead to ensure timely and precise system setup for any and all testing needsHelp troubleshoot issues with software to determine if caused due to actual problem, or due to testing environment setup

Montabaur, Rheinland-Pfalz, De

Provided front-line phone support for 1&1customers having technical problems with their server packages. Troubleshooting for both dedicated physical servers and virtual servers. Primary focus on restoring basic hardware, networking, booting, and imaging functionality of customer packages.Some basic work troubleshooting issues with MySQL, Apache, scripting, etc.Support for issues with various versions of Parallels Plesk Panel software.Tools used include SSE ticketing system and several in-house custom applications for control and maintenance of various server types, as well as escalation of tickets to proper administrators. Tracked ongoing issues that were escalated to administrators.Dealt with customer problem tickets generated by emails as well as phone support.Coordinated with team to ensure phone coverage and prevent duplication of work.Overall work scope of a basic system/server administrator.Assisted customers with sales of server products.

Kansas City, Mo, Us

-Provided phone support for all H&R Block tax offices across the nation (estimated several thousand offices)-Troubleshooting various software and hardware issues, providing resolution or escalation in a timely manner-Tools used: Clarify (trouble ticket system); ROAM/Microsoft Remote Desktop Connection; Akeni (chat program for TSC)-Software supported: TPS (in-house developed tax preparation software); Taxworks by Redgear; various web-based applications (such as reporting tools, inventory systems, and human resources-related tools); other in-house applications (PCCP call back programs, office server/workstation setup, Point of Sale software, etc.); basic office software functions (word processing, reports, etc.)Hardware supported: Printers; networking; Pcs/monitors/peripherals-Supported H&R Block's standard office network setup, with a single Server machine and several connected & dependent workstations-Supported “Desktop Streaming” offices, which were using a Server and several Virtual Workstations (virtual terminal machines) -Collaborated with fellow techs, senior techs, and designated escalation teams as needed to maintain service levels

-Provided phone support during normal business hours, as well as logging voicemails, and tracking tickets submitted via web portal.-Troubleshooting of Software/Application issues, and providing resolution in a timely manner.-Working on-call shifts; 1 week period with emergency phone for nights and weekends, tracking business-stopping critical issues as they occurred and were reported. -Collaborating with other team members to ensure maximum efficiency during periods of high call volume.-Daily support tasks include: password resets for multiple systems, troubleshooting issues with DSL connections at depots, troubleshooting computer hardware/software issues, assisting with continued operation of plant systems, troubleshooting issues with field handheld devices, analyzing root causes for phone line issues, and troubleshooting other areas related to continuing business processes.-Limited Blackberry support including soft resets, email setup, security wipes, etc.-Applications/Software supported include: HEAT ticketing system, Active Directory, SAP HCM (Human Resources module) and Logistics (Inventory systems, etc.), WorkForce Central/Kronos, HP3000 Servers (typically designated "Host" and "Branch Commander"), 6980 Depot Servers, ADP/IPay, Netmeeting and ShowMyPC.com, Microsoft Office 2007 and 2003, Microsoft Windows XP and 2000, Cisco Systems VPN client, 6220 and CN4E Handheld Devices

-Provided phone support for internal Women, Infant, Children (WIC) programs.-Provided a single point of contact for technology based problems.-Troubleshot problems related to Women, Infant, Children (WIC) programs in Minnesota, Indiana, Georgia, Rhode Island, and Missouri.-Experienced with BMC ticketing system.-Experienced with over-the-phone troubleshooting of systems and network troubles.-Experienced with CSC proprietary programs.-Experienced with Indiana WISE, a Citrix-platform program for WIC.-Experienced with Minnesota CHIP, a WIC platform utilizing local machines and local main servers.-Called Minnesota clinics to remind them to perform routine data replication.-Assisted with filing Service Provider forms for Early Intervention website.

Espoo, Southern Finland, Fi

-Provided initial line of alarm and trouble analysis and maintenance via incoming phone calls and alerts.-Experienced with Dantel, Harris, and RMAC discrete alarm boxes.-Experienced with trunks, including E911 trunks.-Experienced with the following programs: Procomm Plus, Access Care, NMA (graphics and text), Procomm, Dantel VisionMaster, WFM, CIRAS.-Performed initial troubleshooting/triage of device alarms, including reloads and running tests on units – Mainframe, Windows Servers, and UNIX Server based infrastructure.-Worked with Embarq field techs to coordinate maintenance and track alarm status.-Collaborated with fellow workers in NOC to ensure proper management of alarms.

Monroe, La, Us

-Provided phone support for internal Embarq employees.-Provided a single point of contact for technology based problems.-Performed remote analysis and resolution of Mainframe, Windows, Active Directory problems utilizing tools such as Dameware, Netmeeting, and Remote Computer Management Tool. -Provided support requiring basic knowledge of services involving related desktop, distributed and Mainframe environments.-Provided phone-based resolution of complex technology problems by isolating, identifying and correcting NOS, OS and related desktop software problems utilizing remote control tools and other support products.-Experienced in CA Unicenter Admin ticket system. -Troubleshooting tools: Dameware for remote computer access, Active Directory Interface, Netmeeting, Remote Computer Management Tool, Domain Lockout Status Tool, CA Unicenter Admin ticket system.-Experienced in troubleshooting company network account related problems (Domain Lockout Status Tool).-Experienced in troubleshooting client's palm and phone Active Sync e-mail issues.-Experienced in troubleshooting wireless network access and setup for field technicians @Road ILM devices and Intel Proset Wireless interface.-Was on first-line troubleshooting team for launch of Embarq's new EQIP internal web portal, troubleshooting issues such as login trouble, sub-window/portlet errors, and transition of user “favorites” from old to new portal site.-Trained and began work in “Alternate Channels” in February 2008, consisting of working tickets entered by end users in our online ticket system; troubleshooting often done via email; similar problems/resolutions as were used while on regular phone queues.