Jonathan Allen Email and Phone Number

• Provided end-user support for all aspects of hardware and software, including laptops, desktops, mobile phones, video conference equipment, and printers.• Responsible for the day-to-day operation of IT facilities, applications, servers, and workstations.• Provided escalated support for complex technical issues, assisting team members and end-users.• Provided technical guidance and support to the team members, resolving complex technical issues.• Planned and oversaw IT projects, ensuring they align with organizational goals and objectives.• Provided direction, guidance, and mentorship to a team of IT analysts.• Maintained all aspects of the end-user technology device and software life cycle (prepare, configure, deploy, maintain, and replace).• Adhered to compliance requirements of enterprise security and software licensing guidelines while performing duties.• Ensured the highest levels of customer satisfaction through ownership and resolution of end-user technology requests and issues.

• Provides support to all personnel at properties and at the corporate offices• Provided support for laptops, desktops, mobile phone, video conference equipment and printers• Managed Azure Active Directory User Accounts• Supported Azure Backend and Permissions• Responsible for day-to-day operation of IT facilities, applications, servers, and workstations• Provided remote support for users on the road when users had issues• Use ServiceNow ticketing system to input tickets for work completed• Served as a mentor for other IT analysts• Office 365 Support• Provided On-prem Active Directory Support, DNS, DCHP, Group Policy• Served as the Lead Specialist for 8 people. • Worked with other departments including, developers and outside consultants• Worked with the Networking Team to maintain the network including Cisco Meraki switches and routers

• Provides high level support to both C-Level personnel and analysts• Supports laptops, desktops, mobile phones, video conference equipment and printers• Uses active directory to reset and create user accounts.• Responds to email request, phone calls, and personnel request for technical support• Performs remote technical support when users are out of the office• Diagnoses and repairs computer hardware, software, peripheral equipment, and network problems• Reviews research on how to solve the latest problems that arise• Maintain the configurations of all the laptop and desktop computers according to standards• Use Service Now ticketing system to track tickets and record assets• Train staff on how to utilize the technology the company has to complete tasks• Help train other incoming support analysts•Administers Office 365 suite.•Works with video conferencing software and equipment. This includes Polycom and Tandberg hardware.

● Develop and ensure execution on processes and procedures for Employee onboarding/offboarding.● Configured systems for end users and download necessary applications for naval computer systems to allow users to access the integrated learning environment using step-by-step instructions● Ensured help desk ticket information was accurate, prioritized and assigned to a queue/Provided Database Support● Compose processes for answering email questions sent into the helpdesk by Navy and Marine personnel.● Gathered and analyzed metrics to benchmark the helpdesk workload/performance and identify trends in help desk issues. ● Identified, recruited, develop, and retain IT Support Staff● Review, Assign, Resolve, Log comments and closed tickets using Remedy● Provided help desk support for up to 250-300 users. Ensured that staff provided timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.● Trained helpdesk staff on operational procedures and troubleshooting techniques. Provided training on new hardware and/or software applications as requested.● Monitored Cisco Call Manager and Cisco Unity● Analyze trends and changes in the delivery of Service Desk● Review and present to Sr. Management vendor Service Performance metrics (KPIs)

• Provided operations and Tier III support for the following Microsoft Platform technologies: Exchange, Office, Windows 7 and Windows XP• Communicated updates and release information to Change Management and user engagement teams• Install and upgraded computer components and software, manage virtual servers, and integrate automation processes• Maintained internet connectivity, network backups, and application software.• Provided documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure• Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.

• Checked, prepared, scanned, and indexed medical records to proper patients• Performed operating system maintenance and hardware upgrades.• Installed hardware and software systems• Configured computer networks• Offered technical support on-site or via email or phone

• Installed, configured and upgraded operating systems and software used standard business and administrative packages• Modified specific applications for use in operational departments.• Installed, assembled and configured computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware;• Pulled cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration. Troubleshot problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; made repairs and corrections where required.• Resolved operating system failures to maintain reliability of services for customers• Served as the supervisor for two years over the Geeks Squad desk.