Jonathan Perdomo Email & Phone Number

Provide tier 2 support to public safety applications such as Verint, SunGard One Solution (RMS, CAD, MCT), ELSAG License Plate Reader, Coban Systems, Xerox Firehouse (FHWeb, and FHMedic).•Manage vendor support and intervention when required.•Assist Public Safety Manager in providing strategic business & technical recommendations that align the Public Safety Division of the Seminole Tribe with Industry standards and best practices. •Maintain and coordinate security access codes according to CJIS/ FDLE requirements. •Provide active maintenance for application servers that includes upgrades, server logs, & installing necessary security updates. •Plan, develop, implement, and manage complex IT/mobile data systems projects. •Responsible for Software management & Lifecycle.•Participate in the On Call rotation to that provides 24-hour support.

Hollywood, Florida

• Supervise a team of 11 Service Desk technicians, both local and remote, tasked with supporting 2000+ users. Set priorities, provide support and handle administrative issues as needed. • Train and update Service Desk technicians on procedures and troubleshooting techniques.• Ensure that Service Desk technicians follow proper troubleshooting, ticket ownership and escalation.• Actively focused on providing pleasant and valuable end user experience, while striving to achieve organizational goals. • Build strong relationships with the end users to ensure that the value provided by IT services is always recognized.• Create and document installation procedures and common fixes for applications used by the various departments within the Tribe.• Assist Technical Services Manager in maintaining the organization’s desktop, laptop, peripheral hardware and software inventory. • Assist with enterprise wide software deployment.• Manage and maintain several network applications, such as Numara TrackIt!, Sabre, Trams, Cisco Call Manager and Cisco Unity. • Supervise Tier 1 support of Active Directory user and security groups Management.• Ensure that the Service Desk team works as a cohesive unit that constantly updates and shares• Ensure that the Service Desk team maintains proper communication among themselves as well as with other IT Members.• Train and mentor both Service Desk staff and field technicians• Evaluate employee performance during yearly reviews.• Working with new hires to find their strengths in the IT industry.

Create user network accounts, and manage network access based on user’s job responsibility and company policies.•Participate in a 24 x7 on-call support rotation with other Help Desk Technicians•Responsible for Active Directory user and security groups Management.•Troubleshoot, diagnose and resolve Windows and MAC OS X hardware configuration, applications, security and connectivity issues on PC and Macintosh.

M.A, Masters Information Technology

B.A, Electronic Engineering Technology