Jay O'Neil Email & Phone Number

Houston, Texas Area

BEMA services over 200 clients in the Houston area. Over 30 technicians serve as full-service network engineers. I have been trained at dozens of clients with deep wells of technical knowledge and a backgrouund in excelent customer service. I currently perform desktop, network, infrastructure, licensing, VOIP, telephony. Also a backup to the BEMA Help Desk, marketing creating/editing newsletters, LinkedIn, Facebook, Twitter, and educational materials.Gained an MCP in 2011 and am planning on finishing a course as an MCSE.

Humble, Tx

Contract Technology Support Analyst performing Help Desk and Desktop support for a 1000+ employee base.

"Business Support Services Systems Analyst"Served as an internal Business Support Analyst for a major Oil-field Services company with offices in 90 countries and over 40,000 employees.Provided employees with a concise solution to technical issues through web chat, email and direct phone support. Provided administration of Active Directory, Exchange, Tivoli, AS400, Cisco, USD, SAP and many other security systems. As part of a 70+ member “solution” center, provided a lead in knowledge sharing and technical expertise. • Continuous improvement in knowledge through internal and external training.• Consistently brought a 90% or better First Call Resolution rate.• Increased employee knowledge by assisting with training and knowledge sharing utilities.• Enhanced employee performance and knowledge through daily mentoring, one-on-one discussions and motivational strategies.

"International Service Center Consolidation Project Lead"Chosen to lead a team of new and experienced Business Support Analyst to take overnight and after hour’s international calls. We facilitated a consolidation of two support centers in Dubai and Perth to Kuala Lumpur.• Supervised four direct reports• Hired and on boarded three direct reports to assist myself and one other technician on taking overseas, overnight calls, emails and web chat during transition.• Worked with management in three call centers to assure smooth transition and support to all countries involved.• Mentored all in my team on multi-cultural support and international customer service skills.• Provided front line and second level administration of Active Directory, Exchange, Tivoli, AS400, Cisco, USD, SAP and many other security systems.

"Support Services Issue Escalation Team Lead"Planned and implemented an escalation team in the main US call center to handle long and difficult calls reducing transfer of issues to field support and on site teams. • Successfully reduced transfer issues by a large margin and contained costs by providing exceptional closure on difficult calls. • Shared knowledge to live call analyst to reduce transfer issues even more. • Received award for excellence in leadership and training during project. • Provided second level administration of Active Directory, Exchange, Tivoli, AS400, Cisco, USD, SAP and many other security systems

"Business Support Services Knowledge and Process Lead"Provided employees with a concise solution to technical issues through web chat, email and direct phone support. As part of a 70+ member “solution” center, provided leadership in knowledge sharing and technical expertise. • Continuous improvement in knowledge through internal and external training.• Consistently brought a 90% or better First Call Resolution rate.• Provided administration of Active Directory, Exchange, Tivoli, AS400, Cisco, USD, SAP and many other security systems• Increased employee knowledge by assisting with training and knowledge sharing utilities.• Enhanced employee performance and knowledge through daily mentoring, one-on-one discussions and motivational strategies.

"Business Support Services After Hours Team Lead"Led Business Support Services after-hours team in providing high closure rate and unmatched issue closing to critical after hour’s operation with very limited back up and no onsite support. Recruited high performing individuals to make certain the team was a success and provided a huge cost benefit to the company.• Over the four years supervised myself and four contractors and helped get one hired as a full time employee.• Created processes and white sheet documents for many issues faced in support services.• Contributed to profitability by eliminating the archaic on-call procedures previously employed.• Received many accolades and opportunities because of the success of the team.

"Technical Support Contractor"Provided Technical support services to clients based on need in the technology centers of HoustonAssigned to Baker Hughes as first assignment and was subsequently hired from the contract.• Identifying customer needs and presenting appropriate solutions to technical issues.

"Technical Support Analyst"Supported the Southwest region for United Parcel service in Houston as a technical support analyst, learning dozens of proprietary software packages in a 50+ member call center serving over 8000 employees.

Office duties

Computer Science

Computer Science