Jerome Porter Email and Phone Number

• Manage helpdesk tasks, problems, changes, troubleshooting for over 500 users and 250 workstations.• Utilize ticketing system to appropriately troubleshoot and prioritize issues based on business/user impact.• Test and troubleshoot equipment both locally and remotely• Image and deploy new computers• Create and provide documentation for changes and solutions for user’s knowledge base• Manage and inventory assets using asset management software• Provide support and extension/user creation for Avaya VOIP system• Provide technical support and training for new software implementations to end users• Configure user workstations, local and network printers, and VOIP phones• Create/Disable/Delete new user accounts through Active Directory• Create/Manage/Update Group Policy• Maintain HIPAA compliance for important patient medical data• Managed personal and business phones using MDM• Monitor network devices and equipment using PRTG• Managed 3rd party vendor case tickets and feature requests for users• Use various tools to analyze, identify, and resolve technological issues.• Create user accounts, maintain user groups and permissions in Active Directory.• Use of Microsoft services such as DHCP and DNS.• Troubleshoot, solve, and document escalated helpdesk tickets.• Oversee upgrade/migration from Windows 7 to Windows 10

-Teachers Assistant in a CSS (Communication and Social Skills classroom) helping self contained classroom with students with autism- Required to use precise note taking and documentation.-Gained insight on many ways to teach and tutor to help someone understand a concept.-Learned and developed a detail-oriented and timely manner to complete task. -Had to utilize windows 7 and 10 daily.

-Instrumental in the carrying out of smooth transitions between stations and leading shifts during peak hours.-Ability to work under high volume-Operated under precise instruction to carry out orders

- Developed team oriented skills and the ability to work with multiple systems and technologies.- Instilled a professional attitude that continues to be apart of my daily life- Dedicated to the success of any task put forward- Advanced in both leadership and social communication skills while enlisted

- Learned valuable customer service skills -Communicated with a diverse group of patrons as a customer service rep- Moved between multiple departments-Careful handling of select products and product delivery