Jonathan N. Email & Phone Number

Houston, Tx, Us

• White-glove and on-site role serving as first point-of-contact for all incoming Help Desk requests. • Securely decommission a combined total of 310 outdated or defective tablets, smartphones and mobile hot spots. • Maintain Dell laptops for both administrative and football staff while submitting service requests for faulty hardware for on-site vendor support. • Provide administrative support for multiple cloud-based MFA solutions such as Microsoft Intune and Cisco Duo. • Image new hardware and create user accounts for user onboarding while also supporting account disabling and equipment collection for off-boarded personnel. • Update and manage end user accounts through Active Directory, Entra ID and Microsoft Office 365. Utilize these tools to provide SSO-based licensing for needed software and website logins. • Smartphone support and provisioning for Android and iOS devices. Ensuring enrollment and management through JAMF when necessary.

Houston, Texas, United States

• 6-week project providing on-site support and performing updates and asset management for the campus’ Chromebooks to ensure continued function and ample inventory. • Assist all on-site teachers and staff with requests for new hardware, software troubleshooting and conference room setup through Google Meet while managing ticket workload through IncidentIQ ticketing system. • Provision and image Windows 10 laptops through usage of PXE Boot & SCCM.

• Research, resolve, and respond to end-user inquiries via phone, Google Meet, Microsoft Teams, and Jira tickets. • Assist all users (working remotely) with trouble regarding faulty hardware, driver and software installations. • Achieve and maintain customer satisfaction rating of 4.9 out of 5 across 630+ tickets. • Took point on managing company contract with Google Voice, including management and auditing of Google Voice assignments to ensure proper utilization while limiting cost. • Provide day one support for Multi-Factor Authentication, e-mail access and delegation, account unlocks, and license assignments to ensure continued productivity of staff while providing needed tools and access for their functions. • Respond to user inquiries regarding suspicious emails and compare against existing simulated phishing campaigns. • Update and manage end user accounts within Azure Active Directory, Microsoft Office 365, Google, and auxiliary applications such as Monday.com

Houston, Texas, United States

• On-site support for COLA-accredited COVID19 testing laboratory.• Research, resolve, and respond to end-user inquiries via phone, Microsoft Teams, Jira, and Teamviewer. • Perform IMAC (Install, Move, Add and Change) for End User hardware such as Lenovo Laptops, Macbooks, peripherals, docking stations, printers, desk phones.• Support conference room audiovisual equipment plus Google Meet hardware & room kits. • Assist corporate users, C-level executives, laboratory staff, and remote employees with trouble regarding hardware as well as software installations. • Configure and deploy printers for remote locations, all managed via Microsoft's Universal Printing feature. • Provide day one support for new technology rollouts, such as Multi-Factor Authentication, Single-Sign-On, and mobile device management through Intune. • Update, and manage end user accounts within Azure Active Directory. • Follow-up on all outstanding ticket items to ensure timely resolution and customer satisfaction.

Houston, Texas, United States

• Research, resolve, and respond to end-user inquiries via phone, email and ServiceNow and follow-up on all outstanding items to ensure timely resolution and customer satisfaction, all within established department SLAs. • Maintain and document detailed and accurate documentation of problems and resolutions within ServiceNow while maintaining predefined call closure rate on said incidents. • Assist stores with Point-of-Sale equipment, Ingenico Keypads, mobile device deployment (primarily iPadOS and iOS), Citrix applications, application access, along with general how-to questions. • Investigate and troubleshoot retail network instability, assist stores in performing Layer 1 troubleshooting, as well as handle service outages for both POTS and VOIP phone systems. • Assist corporate offices, warehouse personnel, home and remote PC users, and store employees with trouble regarding PC hardware, software, virtual machines, network switches and printers. • Utilize DHCP & VLAN principles, alongside ping tests and Active Directory to assist store personnel with implementing newly provisioned networked printers. • Administer accounts within Duo Security for all users seeking remote access to company resources. Manage existing accounts and troubleshoot account lockouts and user information updates. • Create, update, and manage end user accounts within Active Directory.

Houston, Texas, United States

• Utilized Windows Transfer tool to perform data transfer for users undergoing workstation upgrade.• Configured and deployed workstations for utilization by onboardings and current employees.• Provided new hires with day one remote support through Bomgar sessions while also verifying account logins, software and mobile phone configurations, network drive and printer mapping.• Ticket queue management and workload distribution via ServiceNow while meeting SLA & milestone goals for all tickets and escalations.• Created and formalized IT documentation while standardizing procedures across the enterprise.

Orlando, Florida, United States

• Developed and documented process workflows, business and IT documentation and procedures.• Utilized IEX, CMS and Linkvision to monitor intraday performance for multiple businesses.• Made continued recommendations on efficiently utilizing or reducing staff when over-performing or recovering key metrics when in a state of under-performance.• Monitored multiple ACD switches and telephony utilization. • Produced bi-hourly communications regarding business performance and create visibility regarding performance outcomes to high-level partners. • Utilized Aspect Producer to update and maintain multi-business canvas showing real-time call volume, key metrics, service level and available staffing. • Acted as an additional point of contact in skilling adjustments by utilizing Aspect Agent Administrator. • Partnered with operations, team leads & managers to implement new process/procedures via official documentation outlining expected business operations on a day-to-day and emergency level while also reducing the level of variation in outcomes.

Orlando, Florida, United States

• Maintained computer hardware, facility downtime logs, and assigned tasks while maintaining a sense of urgency in order to meet daily shipment deadlines.• Supported in-house systems and equipment through company-provided ticketing system.• Configured and deployed employee workstations for relocated or new hire staff.

8337 South Park Circle, Orlando, Fl 32819

• Entered and reviewed patient prescription information in a timely, efficient and error-free manner.• Received inbound calls and provided customer service to patients and medical staff for medication and refill status, inventory and price checks.• Partnered with insurance companies and used problem-solving abilities and acquired experience to successfully resolve disputes in insurance claims.

• Successfully completed appointment transcription data entry services for the Orlando VA Medical Center ahead of schedule. • Accurately transferred patient data into updated system.

• Provided phone and front-facing support for students and faculty members while troubleshooting general hardware & software issues.• Installed and updated software and operating system updates for new desktops.

Bachelor’S Degree, Computer Science

High School, General Studies