Jonathan Alverio Email & Phone Number

Washington, Dc, Us

Crystal City, Virginia, United States

Arlington, Virginia, United States

The acquisition of CEB by Gartner offered me unparalleled opportunities for learning and growth.• Assisted with knowledge transfer for all legacy CEB systems and support structures• Helped onboard heritage CEB technicians to new Gartner systems and adapt our legacy support structure to be in line with Gartner's corporate strategy• Provided insight and documentation that helped Gartner move their tier 1 helpdesk internally• Worked on a team to integrate CEB Service catalog into Gartner ticketing system and support structureI currently:• Manage a team of 5 Technical support specialists that provide second level support to identify and solve technical issues to meet Gartner standards and SLA's for all Gartner Associates (in local/regional Gartner offices and working remotely), as well as support for complex technical issues onsite. • Provide technical expertise and resources for projects, site visits and Gartner Events support as well as mentoring and providing an escalation point to Technical Support Specialists. • Identify and assist directs in personal and professional development. • Responsible for the accurate tracking, management and secure disposal of over $1.5 million in assets• Real Estate Operations: Ensure that occupancy data is maintained, relocations, office moves and restacks are completed on time within budget and with minimal impact to associates.• Identify areas for improvement within best practices and develop plans for implementation

Washington, District Of Columbia, United States

• Managed multiple US office IT Help Desk teams which supported over 2500 (eventually 4100) staff worldwide• Member of the IT problem management team; Responsible for On-Call problem manager duties for all offices• Oversaw all IT hardware inventory for all my domestic offices • Managed the IT organization’s Information Technology Infrastructure Library (ITIL) processes• Developed templates, training and on-boarding materials for the IT help desk team• Provided IT operation Key Performance Indicator reports to IT Leadership Team• Customer Outreach Program: Generated a significant 20% increase in customer satisfaction over just 10 months by developing and executing an innovative customer outreach program and establishing knowledge management practice across all of the organization’s Services greatly improving customer satisfaction while instilling confidence• Process Improvement: Established process improvements by assessing workflows, identifying training needs, enhancing process and modifying tools according to user needs and supported employee development.

Washington D.C. Metro Area

● led a local team of 4 FTEs and 2 high shcool interns● Worked with 3rd line teams to accomplish company-wide initiatives such as office integration for acquisitions, Software and OS upgrades for compliance and Hardware refreshes.

Washington, District Of Columbia, United States

● Provided technical support to over 2000 users and efficiently resolved hardware, software and network issues. ● Assisted associates locally through a physically support lounge and globally via after hours oncall.● Provided end-user support for Windows and Mac operating systems and assisted remote users via PC Anywhere, Remote Desktop and SMS.● Completed an average of 40 tickets a week using HPSM ticketing system

Harrisburg, Pennsylvania Area

Member of a team of 20 Support Specialists handling up to 5,000 calls a week on a wide variety of topics for Select Medical Corporation, a leading provider of specialized health care in both inpatient and outpatient settings across the United States. Responsible for assimilating new software introduced as a result of mergers, acquisitions or joint ventures, typically averaging 15 to 20 applications a year. This requires learning the new applications, determining where each fits in the current application landscape, identifying both the user and help desk documentation requiring updates, ensuring all updates are made, and training the help desk team on the new applications.  Handle user support calls promptly and effectively, ranging from simple password resets to complex application software issues for a user community spanning 111 Long-Term Acute Care (LTAC) Hospitals in 28 states and over 940 outpatient centers across the country.  Handle software issues and questions for over 50 healthcare applications. Resolve hardware issue related to printers, routers, hubs, PCs, PDAs and other end-user devices.  Responsible for coordinating the updating of over 100 user and help desk reference documents used to train new employees as well as for reference, including assigning specific documents to the right subject matter expert, ensuring timely completion of review and updates, and distributing revised documents as needed.  Handle escalated issues in off-hours when the staff on duty cannot resolve the issue promptly.

Lancaster, Pennsylvania Area

Repaired PCs for friends and neighbors. Built custom PCs as well, purchasing the base lavel components and constructing exactly what was required. I could offer a PC for less than major retailers, provide exactly what was needed, and make a profit of approximately $100 per PC.

Associates Degree, Computer Network Administration

Certificate, Desktop Support & Network Administraion

Graduated