Jonathan Stallard Email & Phone Number

Conneaut Lake, Pa, Us

Pittsburgh, Pennsylvania, United States

Proactively monitoring and supporting clients and services within a 24x7x365 team, ensuring minimal downtime by responding to alerts and incidents promptly, meeting SLAs, and escalating issues as necessary.• Monitoring and maintaining 10,000+ endpoints including telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VolP systems, servers, storage, backup, operating systems and core applications.• Regularly develop and enhance procedures, processes, and documentation to improve operational efficiency.• Conducting scheduled overnight patching and maintenance of critical infrastructure, ensuring secure and reliable operations.

Managed and prioritized incoming requests from university students and faculty via telephone and email, providing support for hardware, software, networking, learning management systems, and various other services.• Utilized problem management software (ServiceNow/TeamDynamix) to log and track customer interactions, ensuring detailed records and thorough documentation for effective issue resolution.• Adapted technical support approaches to match the technical abilities of end users, ensuring clear communication and effective problem resolution.

Delivered an award-winning multi-channel customer and technical support experience, contracted by Apple to provide phone support to their customer base.• Supported a wide range of systems and applications for Apple's consumer products and services, catering to business, education, and private customers.• Coached new hires on best practices and policies, significantly enhancing productivity and success rates while reducing turnover.

Conneaut Lake, Pa

Operated CNC equipment with efficiency to create precision tools and fixtures, ensuring optimal production output.• Conducted thorough inspections of all products to guarantee they met quality and condition standards.• Interpreted blueprints, drawings, diagrams, and sample parts to comprehend detailed specifications and requirements.• Monitored machine operations to identify and resolve issues promptly, maintaining smooth workflow and reducing downtime.

Meadville, Pennsylvania, United States