Jonathan Lanier Email & Phone Number

Chula Vista, Ca, Us

San Diego, California, United States

Greater San Diego Area

I work on migrating the stores point of sale and business machines from win 7 to win 10. I assist field techs when they make mistakes and resolve issues created. Resolve tickets escalated to management. I utilize the ITIL framework for case and problem management.

Las Vegas, Nevada Area

Resolving and using: Microsoft SCCM, Active Directory, Cisco IP Phone Solutions; Printing Solutions• Windows 7 proficiency• Experience in IT operations and process management• Knowledge and understanding of ticketing applications and workflow (Remedy {similar CA Service Desk ticking system} )• Demonstrated abilities to troubleshoot and isolate problems between networks, hardware, and other applications• Receive telephone calls from end users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalate all unresolved calls to higher support levels.• Determined root cause and provides accurate, creative, and timely solutions to ensure end-user productivity. Provided a basic level of hardware troubleshooting, repair and installation on specified products to end-users.• Supported, troubleshoot and maintained various IT Network resources/devices for end users such as IP Cisco Phone, Verba Recording Software, various exclusive programs and Aruba Remote Devices Tier 1Help Desk, assisting internal and clients with program issues. I work with OST in outlook, Active Directory, and reporting in Remedy. 89% resolution rate.

Las Vegas, Nevada Area

Team Lead: Biweekly Rotation- Advanced into supervisory technical support role within leading internet service provider (ISP), taking supervisor escalations, and using advanced NOC tools to assisting resolving problems one call resolution. Tier 1 DSL Tech support: Biweekly Rotation- Supporting a Software Defined Network (SDN), Customer-facing troubleshooting, diagnosis, issue resolution, and support efforts for business and residential digital subscriber line (DSL) customers. Analyze and resolve complex network connectivity, configuration, routing, and security issues for LAN, WAN, and wireless hardware / software. Provide escalated support for email and firewall problems. Trained, coached, and mentored junior support staff. Developed deep expertise in OS analysis, IP address routing, and LAN / WAN troubleshooting. Evaluated and improved critical business processes and workflows to correct process gaps and deficiencies, substantially improving support success metrics. Earned an array of performance and perfect attendance awards. Core technologies include Windows XP / Vista / 7 / 8 / 8.1, Mac OS (all), LAN, WAN, TCP/IP, WLAN, ATM / Circuit / IP Routing, Routers, Switches, Modems, and DSLAM. Creating trouble tickets in CRM and dispatchesHelp Desk Analyst: On Call- From 2013 till the center closed, supported initially 108 users until currently 42. Changed out the computers in 2015 and 2017 rotations. In the latest updated from 32 bit to 64 bit on computers that was 4 years old from a narrowband center. IBM managed the Active directories and provided tier 2 support, I worked with them to reinstall the software on computers. In addition, over the years I have continuously have had to troubleshoot the software, ie. resolving software conflicts, java versions and opening port etc...

for retail cards, and credit cards. * Handled service calls, fraud calls, collection, and retention efforts. * Worked on Overnight Team.* I have received many complimentary calls sent to my manager from upset card members.

in analyzing the needs of the customer to bring delinquent accounts current. * Specializing in negotiating settlements, and hardship programs.* Knowledgeable in the rules, regulations, laws and methods of collections

Fire Sprinkler Engineering/Pipe Fitting

Bachelor Of Business Admin.* Assoc. Of Science, Computer

specializing in CCNA-CCNP), no degree Concurrently, I was part of the Army National Guard.