Jonathan Joyce Email & Phone Number

Chicago, Illinois, United States

● Promoted two leadership levels for exceptional performance and supporting company culture. ● Installed the Point-of-Sale system and maintain scheduling software to enhance workflows.● Direct oversight of all hiring and shift scheduling to meet the fluctuating needs of the organization.● Partner with vendors to maximize food/liquor profits and to support facility needs.● Ensure compliance in licensing as well as certifications for all staff.

Phoenix, Arizona, United States

● Provided on-site analysis of client PC and networking needs including Windows and IOS.● Delivered PC and cell phone support for email configuration including SMTP/IMAP.● Tracked licensing for client software and provided application support by contacting the appropriate vendor.● Assisted in assembling new workstations and replaced existing hardware. ● Designed workstations according to relevant images and created employee permissions.

Phoenix, Arizona, United States

● Managed ticket resolution/escalation for 26 applications regarding manufacturing systems/patient revenue cycle. ● Collaborated with various departments to ensure effective communication and consistent application of SOPs.● Identified gaps in SOP documentation for first and second tier support by working directly with software teams.● Provided after hours, on-call support to ensure the immediate resolution of high severity tickets.● Earned a reputation for effectively managing technical support for numerous software clients.

Mesa, Arizona, United States

● Direct oversight of LAN/WAN support for fiber, FTC, and DSL services.● Provided troubleshooting for all vendor routers including Motorola and NETGEAR.● Resolved all on-site networking issues and scheduled dispatch for physical repairs as needed.● Educated customers on the step-by-step installation process for all network and set-top-box equipment.● Supported all AT&T services including U-Verse set-top-boxes, email hosting/migration, and data storage.

Tempe, Arizona, United States

● Elevated to level 2 support and the special projects team for exceeding performance goals.● Specialized in LAN/WAN support for DSL services.● Determined the best troubleshooting approach for 2wire routers and AT&T routers.● Assisted in beta testing and launching the Homezone set-top-box for the Dish Network.