Jonathan Ivory Email & Phone Number

Ann Arbor, Michigan

United States

Ann Arbor

Ann Arbor

•Support over 300 local and remote users for hardware/software and network issues in Windows 7 Professional/Mac OS X environment, user account management, onboarding and offboarding, supporting WAPs, SSO environment via Centrify, Active Directory Server 2012 provisioning/deprovisioning users• Supporting multi-function printers, wireless access points, and cameras• Process IT requests through Bugzilla/Spiceworks/Jira tracking system through resolution• Imaging laptops using Ghost… Show more •Support over 300 local and remote users for hardware/software and network issues in Windows 7 Professional/Mac OS X environment, user account management, onboarding and offboarding, supporting WAPs, SSO environment via Centrify, Active Directory Server 2012 provisioning/deprovisioning users• Supporting multi-function printers, wireless access points, and cameras• Process IT requests through Bugzilla/Spiceworks/Jira tracking system through resolution• Imaging laptops using Ghost and Imagex/install, test, configure new laptops, peripherals, and software• Supporting Microsoft Office 365 and Gmail and Google Apps, Google Administration, Gpanel• Assist with Cisco switch, PFSense, and Fortinet firewall installation, configuration, and support• Maintain IT hardware inventory and stock, supporting video conferencing via Google Hangout, GotoMeeting, and GotoWebinar• Support and setup of phones via PBX phone system Show less

Ann Arbor, Mi

• New hire trainingo Provide management with status reports• Product Proficiency trainingo Coordinate with the Customer Solutions STSRs to ensure GAPS in agent knowledge are identified, develop a mitigation strategy, and present it to management• One-Off product refresher/client workflow trainingo Ensure client-specific workflow is added to Knova• Knova authoring (Alan 80/Jon 20)• Meetingso Actively participate in meetings with Service Quality, Customer Solutions… Show more • New hire trainingo Provide management with status reports• Product Proficiency trainingo Coordinate with the Customer Solutions STSRs to ensure GAPS in agent knowledge are identified, develop a mitigation strategy, and present it to management• One-Off product refresher/client workflow trainingo Ensure client-specific workflow is added to Knova• Knova authoring (Alan 80/Jon 20)• Meetingso Actively participate in meetings with Service Quality, Customer Solutions and Technical Support Management to assess technical development of the support staff • Provide coverage backup to Special Handling as needed• Performs all other duties as assignedProvide Nationwide Technical Support Show less

Associate'S Degree, Network Systems Adminstration

Associate Of Science (A.S.), Network And System Administration/Administrator, A

Activities and Societies: National Technical Honor Society, outreach ministry, Association of Computing Machinery