Mat Jurgensen

Experience

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  Yum! Brands / Pomeroy

  Feb 2004 - Jan 2005

  Desktop Support Technician

  At Yum! Brands corporate headquarters I provided, on-site and remote technical support for over 2000 users in a fast paced corporate environment. I performed warranty repair of laptops and desktops, and supported a wide range of software including the Microsoft Office suite, Cisco VPN client, iPass connect, Symantec client security, Norton anti-virus corporate edition, and Microsoft SMS client. I also setup and deployed BlackBerrys along with administering accounts on the BES. I created disk images with Norton’s Ghost and used the multicast features to build several machines simultaneously. Show less

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  Advance Business Machines

  Jan 2005 - Jul 2008

  Senior Field Service Technician

  At Advanced Business Machines I was hired to help expand the business into computer sales and service in the residential and small business market. Advanced Business Machines is a small family owned company founded in 1962 and at the time, provided only typewriter, printer, and POS sales and service. I worked as the only employee with the owner Danny Dohoney who trained me to service all of the equipment the company supported, while I allowed him offer IT services to his clients. These services included:• Building, configuring, and maintaining client computer systems and other computer related hardware• Administrating small business networks• Installing CAT5e Ethernet cable• Installing wireless networks with multiple overlapping APs• Server and User data migration• Providing backup solutions• Minor website maintenance and upgrades• Printer maintenance and repair. Including dot matrix, Inkjet, laser, thermal, thermal wax, dye-sublimation, and plotters• Cash Register/POS installation, repair, and programming• Typewriter servicing and repair. Show less

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  Brown-Forman / New Age Technologies

  Jul 2008 - Mar 2009

  Desktop Support Technician

  At Brown-Forman I worked as a tier 2 desktop support technician. In this role I provided technical support for over 2000 desktop and laptop users. I imaged, installed software, and recovered data for desktop and laptop computers and setup peripherals, printers, webcams, and external storage devices. I preformed warranty replacement of defective and damaged IBM hardware. In this position I also supported a standard set of enterprise applications including Microsoft Office, VPN/IPass, Lotus Notes 6.5, SAP, Clarity, Necho, Trendmicro anti-virus, Cisco IP communicator. I supported time clocks and printers including setup and service. I procured, setup, and deployed Blackberrys to colleagues and managed accounts and services on the BES. I provided after hours on-call support to remote and foreign users. Show less

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  Marsh & McLennan Companies

  May 2010 - now

  I provide daily operational voice support for various OpCo office locations including, but notlimited to call flows, break/fix troubleshooting, MAC’s, backups, and monitoring for North America. Daily activities include interfacing with the OpCo business to deliver day to day operational support through various means, (CA Service Desk tickets, phone communications, and emails).Responsibilities:Provide daily PBX/IPT operational support and administration including MACs, troubleshooting, circuits, routing,backups, and monitoring.Provide daily voicemail operational support, administration, and requests.Act as a single point of contact for local offices for telecom requests.Work with local staff and colleagues to troubleshoot issues, provide training explanations as needed, and discern actual needs for requests/issues as reported.Maintain inventory documentation.Monitor CA queues: troubleshoot and complete or assign tickets as required.Monitor Prognosis monitoring tool to pro-actively address issues and outages.Escalate, manage, and drive resolution for all incidents and problems to meet SLAs.Manage vendor best practice for application/system reboots and vendor service requests.Provide after-hours and weekend support for planned maintenance, emergency troubleshooting, break/fix, and potential/severity 1 incidences as part of a rotating schedule within the voice operations group.Perform/coordinate upgrades as needed for firmware and service patches.Create and perform system maintenance schedule for PBX/IPT/VM systems. Show less I work with tier 2 and 3 support teams as well as on-boarding, change management, and analyst to create, manage, and life-cycle over 5500 knowledge base articles for the service desk globally. I have worked to standardize and enhance this knowledge base by creating a standard article format and manually coding features not previously available in the software. I also work to build relationships between the service desk and upper level support teams in order to promote information sharing between groups. I work to maintain access and availability of administrative support tools used by the service desk in the form of Citrix, web-based, and locally installed applications along with managing shared passwords and accounts. I work with technical contacts from various support groups to get tools packaged for distribution to the service desk globally. Special projects include a client facing self-service knowledge base used for the reduction of contacts to the service desk. It provides solutions for top call drivers and common problems in an offline locally installed, flash-based knowledge document complete with instructional videos and in some cases automated scripts to perform fixes. Show less

  • Senior Telecommunications Analyst

    Feb 2015 - now

  • MGTI Service Desk Knowledge Coordinator - North America

    Jun 2012 - Feb 2015

  • MGTI Service Desk Analyst

    May 2010 - May 2012