Jonathan Luke Devitt Email & Phone Number

Chicago, Il, Us

Level 2 tech support for Motorola Solutions employees using Google Suite supporting both HP and Apple laptops. Deploying/Shipping laptops to local and remote employees to include Texas and 10 western states. WIN10 install, WIN11 upgrade, BIOS, Drivers and Windows Updates. Install/Configure Pulse Secure VPN, BigFix, Java, Chrome and BitLocker drive encryption. Resolving Incidents/Tasks using Bomgar/Remote Desktop or onsite and managing laptop Assets/Inventory all via Service Now.

Hanover, Md, Us

Level 2 tech support for several Air Force bases in the United States and 1 in Germany. Standing up a new help desk to unify IT support across the bases using Service Now ticketing system. Responsible for any advanced technical issues that Level 1 techs cannot resolve and ordering equipment in SRMS

Basking Ridge, Nj, Us

End User Support for Verizon’s Business Call Center, several Sales/XO offices and 11 retail stores in Northern Utah. Supervised 3 contractors for the setup/move of IT equipment for over 500+ call center reps from building E to C. Providing ongoing desktop/network/printer/hardware/software support working tickets in Service Now. Installed new 43” Monitors, shrouds and Brightsign devices for home services & VZTV’s in Verizon Retail Stores. Imaging PCs and laptops using PXE Servers running VZImage

Salt Lake City, Utah, Us

Level 2 support for Incomm - AMEX Serve & Bluebird Prepaid Cards, Gift Cards and a variety of other products. Compile data/stats/call volume & ticket/case numbers from reports from various tools/sources using Microsoft Excel to create the monthly FLOS Deck (Microsoft PowerPoint Presentation with graphs, tables, calendars, etc.) which I provide to Senior Leadership to be presented to the VP’s during their monthly meeting. Handle escalation phone calls from Customer Service for technical related customer account issues. Address emails from Incomm employees, partners, vendors and clients for outages/sales/orders/billing. Create and work assigned cases/tickets/incidents in Salesforce, Service Now and JIRA. Troubleshoot website issues mainly on PCs, WIN 7 – 10 w/ Google Chrome, Safari, Internet Explorer and Microsoft Edge. Troubleshooting App issues mainly on iOS and Android mobile devices, sometimes on the occasional tablet.

Neuilly Sur Seine, Ile De France, Fr

Desktop/Printer/Network support for retail and .com warehouse (100+ computers, 200+ users and 40+ printers). Toner/fuser replacement for HP/Zebra and printer installation via print server. Motorola Scan Gun support; replacing triggers, imaging, and submitting repair request. Active Directory - Computer & User Account creation / Security & Distribution group management / Password resets. Imaging desktops via Ghostcast server, driver installs, antivirus, windows updates, joining domain. Microsoft Office Exchange 2007 / Exchange on Premise / Exchange on The Cloud - O365 Email. Upgraded computer hardware/software including RAM, video cards & installing Microsoft Office 2013. Citrix XenApp installs on Microsoft Surface Pro 3 tablets & WIN7 Desktops used to scan inventory for 3rd party vendor.

Washington, Dc, Us

Experience on 2 separate migration and refresh projects for the Army Corps Engineers (7/08 - 4/09 & 2/13 - 12/13) managing suppliers and contract professionals. Established software configurations, installation, documentation, and enforcing Dell standards. Performed hardware repairs and upgrades to computers to meet recommended software requirements. Coordinated hardware/software installations and upgrades to ensure work is performed in accordance with company policy, recommended resolutions to complex matters of significance and coordinated the implementation. Ensured removal and tracking of excess hardware to be disposed to include destruction process for sensitive data/equipment (hard drives, forms, and inventory sheets). Assembled, deployed, configured, and trained end user for networked Lexmark multifunction devices. Managed scheduling for deployment of new systems for refreshing legacy machines Handled escalation of pre or post migration issues for technicians out in the field. Document all work orders started and completed, any ESD or SOS tickets submitted, and a daily list of issues.

Fort Gregg-Adams, Virginia, Us

Desktop/Network/Account support for DCMA employees remotely and on site for 8 different sites in northern Utah and 4 in Colorado Springs (6/12 - 9/12, 5/10 - 6/11, 4/09 - 8/09). Printer Support - standard TCP/IP connections. Blackberry Support; activation, replacement, and troubleshooting Laptop maintenance: Upgrade to WIN7 image, Windows Updates, customer specific software installs such as MS Project, Visio, Deltek wInsight, Adobe Acrobat Pro. Responsible for new PC deployment; scheduling, proper procedures, computer account maintenance in Active Directory, printer installs, and post migration issues. Document incoming work orders (incidents) using Magic. In warranty hardware replacements, i.e. hard drives, monitors, blackberries, and RAM. Excess of out of warranty computer equipment, DRMO.