Jonathan V. Email & Phone Number

o Troubleshoot computer issues and resolve technical problems via online or in-person communication with friends, people online, and family.o Some people were either through forums online providing help there or in a communication chat through Discord.

• Directing and managing a team of staff members, overseeing the coaching and development of the youth from diverse grade levels on essential life skills, survival skills, and effective communication strategies.• Directing group activities - planning and effectively utilizing our assets to have an affective session• Assisting with activities to promote community pride and involvement through volunteering• Coaching kids for drilling skills (ROTC Drilling) and discipline.

Provide Tier 1 support via phone/emails.Provided excellent usage of the ticketing system, tracking tickets, routing tickets to propergroups, following up on tickets, etc.Assisted with a variety of different issues to determine fault, Office 365, OnBase, Browsers,Windows 10, Installing/Troubleshooting Printers, Print Servers,Utilized Active Directory to reset passwords, update users information, Add users/computersinto a OU/Group, and troubleshoot users permissions.Configured Systems Network Configuration Settings for deployment, and set-up andconfigured VPN access for users with 2FA with Duo Mobile.Provided a supervisor role through assistance in managing all tickets in the Service Deskqueue and ensured every ticket is meeting SLA and escalated to the proper groups/manager ifone isn't.

Florida, United States

o Provided technical support via telephone, e-mail, or other established support channels to troubleshoot no POST/POWER/BOOT/VIDEO issues and many otherso Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.o Utilized knowledgebase, FAQs, peers, and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently.o Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

o Troubleshooted, repaired, and assisted customers in storeo Devices included- Desktops, Laptops, Cell Phones, and Game Consoles.o Range of repairs included, swapping out motherboards, hard drives, RAM sticks, etc. Game consoles included power supplies, hard drives, throughout cleaning and more.

Education record

Information Technology

Associate Of Science - As, Information Technology

Associate Of Science - As, Information Technology