Jonathan Morris Email & Phone Number

Austin, Tx, Us

Austin, Texas Metropolitan Area

• Lead a team of L2/3 Cisco UCCE and IPT resources and coordinate troubleshooting efforts with a broad team of secondary support engineers.• Operate as escalation point for high priority technical issues and maintain a positive relationship with the client.• Analyze and improve existing troubleshooting/monitoring procedures and practices.• Monitor ticket and phone queues to ensure client SLAs are met.• Coordinate work schedules to ensure seamless coverage and communicate with teammates to cover shifts.• Write and maintain knowledge base articles for known and common issues.

Austin, Texas Metropolitan Area

• Provide problem management for a VOiP system project serving a government agency • Coordinated deployment and maintenance of 2000 Telework VoiP units during COVID-19 WFH transition.• Operate as Lead Technical Resource of Helpdesk team to resolve complex problems and avoid escalations• Monitor ticket and phone queues to ensure client SLAs are met.• Lead and mentor a team of 14 helpdesk agents to provide a 24/7/365 solution for our client.• Write work schedules to ensure seamless coverage and communicate with teammates to cover shifts.

Austin, Texas Metropolitan Area

• Provide problem management for a VOiP system project serving a government agency • Coordinated deployment and maintenance of 2000 Telework VoiP units during COVID-19 WFH transition.• Operate as Lead Technical Resource of Helpdesk team to resolve complex problems and avoid escalations• Monitor ticket and phone queues to ensure client SLAs are met.• Lead and mentor a team of 14 helpdesk agents to provide a 24/7/365 solution for our client.• Write work schedules to ensure seamless coverage and communicate with teammates to cover shifts.

Raleigh, North Carolina, United States

• Provide problem management for a new VOiP system project serving a government agency • Troubleshoot initial calls and orchestrate additional troubleshooting with vendors if applicable• Lead conference calls to troubleshoot and resolve complex network issues in real-time.• Conduct meetings bewtween customer and multiple vendors to manage ticket queue to meet SLA requirements• Monitor and manage Cisco network devices for 30+ sites and coordinate testing and maintenance dispatches • Manage the Service Desk Ticketing Tool and create reports on ticket activity for customer review• Create and editing solutions to ITIL guidelines for Knowledge Base in ticketing tool

• Troubleshot issues with hardware, software and peripherals in a timely and efficient manner ensuring the client receives quality service• Remoted-in to client computers with updates, uninstalls, activation of accounts for iPads, MiFi and laptops• Offered assistance with general technical questions, talking client through step-by-step instructions including but not limited to installation of memory, logging into learning modules and printer issues• Documented all calls including issues and resolutions for future reference

Education record

Education record