Jonathan Bernard Email and Phone Number

Senior team member of ServiceNow developers and administration team supporting multiple internal and external customer groups. Developing and enhancing multiple API and applications to allow for flexible business solutions.

ServiceNow administration and development team member for the DCS instance. Providing development, administration and reporting services for global business needs. Certified System Administrator. Received award for development and deployment of new Integration tracking application.

Master Data Management Program Lead for the ESI ServiceNow instance, with a 2M+ install baseNew Product Readiness project manager for new offerings supported by the ESI field teams

Worked to integrate new business customers into the ESI DCS support organization into support structure and into ServiceNow. Received a Bronze award for extraordinary contributions.

Participated as End User representative in the requirements, design and development of our field team diagnostics suiteProvided support tools and diagnostic issues for the global field teams.

Headed Technical Team Lead (TTL) for the entire DCS Microsoft technician group. Increased the visibility and focus of the TTL role and participated in the global site team escalation process. Participated in the expansion of the TTL team into a globally represented group and championed the best practices adoption that allowed the team to drastically improve its effectiveness and response times.Participated in the evaluation, design and implementation of ServiceNow for the department, and supported the design and go-live of the new instance.

Site Lead for Dell Data Center Solutions (DCS) technicians providing support 70,000+ server deployment at a Fortune 50 customer's data center and exceeded SLA requirements* Facilitated interaction between customer data center management and Dell account team and ensured a smooth flow of information for deployment and sustaining activities* Led onsite deployment of large-scale pre-rack server installations at multiple data centers, including raised floor co-location and container environments* Coordinated interaction between DCS engineering and onsite technical support* Compiled and created technical support documentation for new DCS server products* Coordinated with global support teams to drive troubleshooting and product support issues* Provide server break/fix support and repair incident queue management for multiple DCS supported sites within the customer's infrastructure* Provided daily and weekly metric feedback to management and team* Maintained server software tool repository for DCS technicians * Provided onsite support of Dell project managers and facilitated smooth deployment activity and interaction with onsite vendors and client personnelReceived Dell Champion award for achievements and results delivered during Dell's FY14.

* Assumed responsibility as Escalations Manager and Level 3 senior technical lead for Basic server technical support* Provided technical support for escalated cases and resolved issues with concise troubleshooting of complex issues and applying accurate diagnoses and repair procedures* Created and delivered technical training material for support group* Delivered technical training to new L1 Server Support Specialists* Coached L1 Server Support Specialists on hardware troubleshooting and assisted team leads with driving company support queue initiatives* Contributed to development of training program for front line technicians that resulted in a $400,000 a quarter saving on warranty parts dispatch costs * Obtained CompTIA Server+ certification and MCST (Vista)

* Provided front line phone support for Dell server hardware* Awarded the Customer Experience Bronze Award for excellent customer support

Administered Windows server and workstation environment for local and remote users* Planned and deployed Symantec Corporate Anti-virus solution* Designed and implemented a Disaster Recovery solution for the IT infrastructure * Streamlined IT purchasing strategy which produced up to 35% savings on high-churn consumables* Designed and deployed corporate intranet and integrated ISO 9001 (International Organization for Standardization) documentation for secure, company wide access

Assisted with design and build of data center, including rack and server build, andserver installation and configuration* Responsible for the 24x7 monitoring and support of multiple wireless network backbones,routers, client access points, and multiple T1 lines* Administered ISP data center servers running on Red Hat Linux 7.0, includingconfiguration of hosted web and email domains, and processed new user setup* Supported field installation technicians and home users with connectivity andconfiguration issues

* Performed daily software support of the company's enterprise floral management softwarerunning on UNIX servers* Assisted customers with user management, printer management, shell scripting andtroubleshooting Basis BBx code