Jon Catron Email & Phone Number

Total Contact Ownership for High and Critical Priority Incidents on customer systems, as defined by ITIL v3.Facilitate resolution activities by engaging the appropriate resources in a timely manner to ensure IT service is delivered in accordance with agreed upon service levels

Utilize remote connectivity solutions to troubleshoot issuesLearn and maintain a high level of knowledge of the clients computing environment.Demonstrate strong sense of urgency regarding solving end-user issues.Exhibit excellent Customer Service skillsProvide excellent telephone, listening and communication skillsAnswer questions regarding system errors.

Provide internal support to all levels of corporate users, including onsite and remote training, as well as support Franchise Users.Troubleshoot and resolve Computer, Network, Printer issues

Responsibilities: Provide internal support to all levels of corporate users, including onsite and remote training Troubleshoot and resolve Computer, Network, Printer issues Manage Active Directory users, groups, distribution lists, OUs. Requisition office equipment, computers, printers, and software Administer Avaya phone switch Accomplishments: Automated.

Responsibilities: Provided extensive phone support to a large variety of clients Troubleshooting Network issues as needed Managed Network infrastructure for multi-national corporations Exhibited above par customer service skills Accomplishments: Implemented improvements to ticket tracking queue for multiple clients

Responsibilities: Oversaw hiring, scheduling, and review of Technicians Provided Tier 2 support for clients Assisted Network Administrator in daily tasks Accomplishments: Helped design and implement improved customer service policies

Responsibilities: Managed and maintained web hosting servers running Windows 2000 Server Edition Requisitioned and installed SSL certificates for client web sites Ran and maintained daily, weekly and monthly backup jobs using VERITAS Backup Exec Administered Active Directory Domain under Windows 2000 Server Edition Managed Apache service on FreeBSD server.

Responsibilities: Provided Customer Support to dial-up and ISDN customers Assisted Network Administrator in daily duties Created, Edited, and Maintained Zone files on Bind-DNS Maintained POP3 mail services Provisioned Websites for hosting customers Provided Hardware support for repairs department Designed, built, and sold custom PC's for hardware.

Diploma, Math, Chemistry, German, Band

Activities and Societies: Marching Band, Swim Team, German Club

Microsoft Certfication - Windows Xp And Server 2003, Microsoft Training/Certification Coursework