Jason Schultz

Experience

• 

  Entology, Inc

  Jan 2001 - Apr 2003

  HELP DESK TEAM LEADER

  Responsible for leading team of 3 in providing outsourced technical support to clients on all proprietary-related issues. Additionally, assisted in administering and optimizing internal network infrastructure. Planned, managed and monitored all Help Desk Operations, including staffing/training, processes/procedures development and management reporting. Established and enhanced relationships with clients. Was originally hired as Help Desk Technician and promoted with 11 months. Trained and mentored 3 Help Desk Specialists.Directed team in appropriately supporting 11 sales and technical applications for AT&T for more than 10,000 global users, and 5 case study applications for Orthro-McNeil.Analyzed and resolved all escalated hardware, software and remote connectivity issues. Recognized for successfully leading team in analyzing and troubleshooting more than 3000 monthly trouble tickets.Designed technical and operational infrastructure for Help Desk, including processes, procedures and standards. Credited with increasing first call closure rate from 75% to 86%.Trained new Help Desk Specialists and end-users on proprietary applications usage.Set-up, configured and rolled out new Windows 2000 Professional desktops and laptops onto internal network environment.Analyzed and resolved technical issues with internal desktops, laptops and peripherals. Show less

• 

  CompuCom Systems, Inc

  Oct 2003 - Oct 2012

  Responsible for leading a team of six providing level 2 desk side technical support to three Bristol-Myers Squibb Facilities. Manage multiple projects at the site level as well as cross site initiatives. Develop and train technicians in customer service, application support, hardware troubleshooting/repairs and changes to procedure. Monitor, assign and analyze calls routed from the internal Helpdesk as well as managing and meeting the SLAs associated to these calls. Promoted to Lead Engineer within one year at CompuCom. Averaged 5 trouble ticket resolutions a day.Collaborate daily with the Helpdesk Managers representing CompuCom as account Liaison.Ensuring excellent customer service by motivating & developing staff.Leading multiple ongoing initiatives at the site level including Top Ten ProjectsRoutinely meet and exceed all Service Level Agreements. Show less

  • FIELD SERVICES ANALYST

    Oct 2003 - Oct 2012

  • SITE LEAD ENGINEER

    Oct 2003 - Jan 2007
• 

  CompuCom

  Feb 2004 - Aug 2016

  Lead Technician in Northern New Jersey. Primarily responsible for severity one issues and assisting co-workers with troubleshooting of complicated issues. Mentor and train new hires and New Jersey field staff. Subject matter expert on a number of systems and devices. Provide support to Multiple Fortune 500 Companies spanning Retail, Banking, Insurance and Pharmaceuticals. Member of CompuCom Systems Technician Advisory CouncilResponsible for providing desk side support and repair on a wide range of Products.Laptops DesktopsPrintersServersStorage arraysRoutersSwitchesPOS systemsTelepresence Show less

  • Field Services Specialist

    Oct 2012 - Aug 2016

  • Field Services Analyst

    Feb 2004 - Oct 2012
• 

  East Brunswick Public Schools

  Sept 2016 - now

  Technical Support Specialist