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.

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.

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.