Mikel Jenson Email & Phone Number

Portland, Oregon

- Perform remote and onsite support of 30+ client businesses and 600+ individual workstations and servers- Perform general support of Operating systems for workstations running Windows 7, 8, 10, Mac OS, Linux- Maintain 50+ Servers including Microsoft Windows Server 2008, 2011, 2012, 2016, 2019- Utilize remote management services to aid in IT support- Manage Active Directory user base creation and maintenance- Manage Microsoft Exchange user base creation and maintenance- Support Exchange Email setup on iPhones and Android devices- Utilize ConnectWise Suite of tools to assist with supporting customers- Keep clear and concise notes of actions performed- Upkeep of punch in and out times for jobs performed- Manage and prioritize incoming email tickets from clients- Take ownership of issues and keep in touch with the client via phone and email until resolution- Perform on site hardware troubleshooting and replacement- Troubleshoot enterprise networks (LAN, MAN, WAN) over the phone and in person- Create, clone, and deploy Windows based Servers and workstations- Setup and support both physical and virtual servers- Setup and support Microsoft Office 365 suite including Teams- Utilize the Cisco Meraki dashboard to setup and manage client VPN- Setup and support AutoDESK suite- Add network printers to Windows 7, 8, 10, and, Mac OS X computers- Utilize Barracuda suite of backup tools- Assist with network install and setup of OfficeTools SQL database suite- Create articles for internal knowledge base, these are in turn used by other technicians- Create and edit articles for External knowledge base, these are used by clients- Utilize intermedia dashboard to manage exchange accounts for 10-15 client corporations- Familiar with Barracuda spam filter dashboard- Setup and support Adobe suite of programs- Troubleshoot printer functionality including network printing and scanning, as well as scan to email- Install and configure WiFi on site- Support Zoom

Portland, Oregon Area

- 3.95 GPA- President's List- Covering network support, network security, VMWare, and cloud computing usage for Windows Server and Unix Operating Systems- Training in active directory- Setup virtualization of Windows Server as well as Windows clients- Studying TCP/IP hierarchy- JavaScript- Management- System Design

Portland, Oregon Area

- Managed team of 10- Programmed and setup 10-50 point of sale systems/day- Support customers from all 50 states- Train new employees 20 to 50yr- Presented new ideas to increase efficiency in customer service- Tracked issues with notes via computer issue tracking system- Used in house customer relationship management software for customer history- input customer information from hard copies into local CRM software- Troubleshooting of issues includes downloading APIs (application programming interface) to windows based computers- Troubleshooting networking issues for businesses over the phone- Performed troubleshooting utilizing soft skills over the phone- Performed point of sale programming by hand via ethernet and phone line downloads- Point of Sale terminal software included Clover, Windows, Veriphone, Dejavoo, First Data, PAX, and Ingenico programming- Place orders for new terminals in an internal FirstData System- Prepare packages for shipment while dealing with high pressure deadlines- Track all shipments into and out of the office- Follow-up with customers and business partners to make sure that equipment is working smoothly- Helped explain contract paperwork to customers that had questions- Troubleshooting of in house Windows 7, 8 and 10 PCs for colleagues- Troubleshooting of in house All-In-One Kyocera Printers

Portland, Oregon Area

- Handled 48+ calls from customers per day- Held 95%+ customer satisfaction for 3+ years- Diagnosed and resolved escalated complex technical issues- Top 90th percentile out of 400+ employees- Consistent top ranking performance resulted in early selection for senior level advisor with management responsibilities such as mentorship and coaching of fellow advisors- Mentorship and coaching of 25-30 member team- Sat one-on-one with team members and helped to breakdown troubleshooting instructions- Utilized knowledge base search to find answers to technical problems- Provided phone support for Apple products including - iPhone, iPad, iPod, MacOS, etc.- Tracked issues with notes via computer issue tracking system- Kept within handle times of 8 to 11 minutes- Worked over 750 hours of overtime in order to keep up with customer demand- Performed written escallations of issues for Apple Engineering- Keep up to date with new additions of features from Apple

Salem, Oregon

- Met all deadlines set by chase bank changeover- On-site customer service lead for computer and printer equipment installation- Supervised the handling of technical installations of hardware including both printers and desktop PCs- Performed basic printer configuration and troubleshooting- Drove to on site locations to assist in removing old computer hardware

Salem, Oregon Area

- Support of 100+ individual systems in addition to 5 labs with 30+ systems in each- Desk side computer issue diagnostics, troubleshooting and component replacement- Handled 15+ issues per day in person- Utilized Symantec Ghost to create and deploy hard drive image to 100+ machines- Handled troubleshooting of enterprise scale network LAN, WAN, and Wireless- Handled troubleshooting of hardware, software, and networking issues on Laptops and PCs- Installed and troubleshot software to various types of computer devices- Created and managed user accounts as needed- Setup and troubleshot presentation equipment including projectors and large screen TV's- Tracked equipment and inventory to make sure that we did not run out of stock of equipment- Use creative means of troubleshooting overloaded networks to make sure that all computers were able to connect to the internet

Associate Of Applied Science, Computer Information Systems, 3.95 Gpa

Activities and Societies: President's List, Phi Theta Kappa Honor Society

Associate Of Applied Science, Network Administration, 3.95 Gpa

Activities and Societies: President's List, Phi Theta Kappa Honor Society

General Studies

Activities and Societies: Technical theater

High School, General Studies

Activities and Societies: Lettered in Theater Arts