Jonas Lanier Email & Phone Number

Tyler, Texas, United States

Maryland, United States

​​​-Assists end-users in resolving technical issues by providing guidance to resolution on software and hardware with a sense of urgency.-Follow and understand all support methods and procedures to accurately log all issues using the incident/ticket management tracking system.-Assess end-user support needs and meet service level agreements by quickly resolving issues.Troubleshoot recurring issues and able to research, identify and communicate root cause.-Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose problem, escalated problem to the appropriate team.-Assume ticket ownership through tracking and closing trouble tickets to maintain customer satisfaction, KPIs and SLA.-Provide administration, guidance, and personalized end-user assistance for hardware devices, software, mobile & VOIP phones, printers, audio & video technology, and networks.-Resolve issues related to printers, password resets, VPN, Active Directory, Office 365, Outlook etc.

Fort Lewis, Washington, United States

● Planned and coordinated field activities in accordance with command structure and outlined orders.● Expertise in military leadership and weaponry.● Trained and mentored new hires and junior sta members.● Strong verbal communication.