Jennifer Lequin

Experience

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  New Horizons Computer Learning Centers

  Jan 1994 - Jan 1998

  Corporate Account Coordinator

  Weekly average reports.Coordinate training need’s.Create training for Sales and Operation department.Create forms in word and excel for Sales and Operations to use in daily use. Arrange travel for Training Instructors for onsite’s.

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  Pinnacle Training Solutions

  Jan 2001 - Mar 2002

  Network Administrator

  Install, Configure and maintain organizations LAN servers.Administer Enterprise Backup.Tech support: Maintain classroom setups, Admin PC’s, and monitor Network.Mange classroom setups using images, unattended setups using training material cd and making images from them.

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  Jen's PC Solutions

  Apr 2001 - Jan 2013

  Owner-Service & Support

  Consultation of purchasing of new pc’s and printers- Dell & HP for small office and home.Assistance with backup solutions for small companies.Computer training on MS Office XP, 2003-2010.Experience with Windows Server 2003.Troubleshooting computer hardware and software issues for over 10 years.Working on small wired and wireless networks

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  CompuCom

  Sept 2005 - Oct 2012

  Provide daily support & leadership to Tier I analysts. Review incidents to insure contents are properly documented.Quickly and effectively solve customer challenges.Constantly seeking new ways to improve customer service.Develop plans of action for better customer phone support, and ticket control.Ensure team is following standard operating procedures.Weekly call and ticket evaluations of my team.Conduct weekly feedback sessions with team to communicate areas of improvement.Find better and faster ways to troubleshoot issues with software and hardware. Such as Lotus Notes, Office 2003-2010, Windows XP-2007, Norton Anti-Virus. Hardware Video and Network card issues, and much more. Detecting outages and creating whiteboards. Remote daily into user’s pc’s to troubleshoot using Desktop on Demand. Cleanup full hard drives, fix software issues, and much more. Show less

  • Tier II Help Desk Analyst

    Feb 2007 - Oct 2012

  • Tier 1 Analyst

    Sept 2005 - Feb 2007
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  Adecco Engineering & IT / Melmark NE

  Sept 2013 - Nov 2013

  Help Desk Analyst

  Worked as a consultant for Melmark NE with the Director in PA and another consultant on a day to day basis for the end users troubleshooting issues. Assisted about 200 employees and 6 residences when needed.Worked on Helpdesk Authority ticketing system daily handling end users issues. Setup new user accounts in Active Directory and Exchange. Setup IPhones and IPads for users and install any needed applications through Mobile Iron account and Apple generating accounts for users. Troubleshooting issues with VMWare such as with servers or printers. Troubleshooting computer hardware and software issues.Troubleshooting hardware problems on HP Elitebooks with HP, checking warranties and sending laptops back for repairs.Brought IPhone and IPads in for repairs such as screens, home buttons and charging mechanism.Took care of calling service and ordering toner for all printers with service company Conway.Coordinating video and audio recording for events and training, Creating dvd’s using Final Cut Pro for special EventsMade video/audio dvd’s if needed for parents and doctors for IEP’s Remote into user’s systems when needed with LogMeIn Show less

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  UKG (Ultimate Kronos Group)

  Feb 2014 - now

  IT Support Technician III

  • Daily work in Salesforce creating and setting up user accounts for the organization. Using data loader to upload multiply users.• Assist Sales Organization on a yearly basis creating user accounts and assigning Sales territories, permission sets, and forecasting in Salesforce. • Assist the Customer Relationship Management team with yearend changes to managers,, representatives, territories and forecasting assignment within Salesforce.• Provide quality support for employees with a high degree of customer satisfaction, technical knowledge, and timeliness effort.• Work with our global endpoints to assist in standardizing the processes of the IT Corporate Service Desk.• Provide continued support by training incoming Service Desk personnel on basic system computer troubleshooting and increased their skills.• Act as a liaison between the Service Desk and our business teams to help define our processes and train where needed while establishing a trusting relationship.• Participate in creating knowledge articles for training and troubleshooting. Also maintain and update where needed.• Receive numerous new tickets daily and work them to completion in a timely manner.• Administrate and troubleshoot application accounts, such as Salesforce, OpenAir, Big Machines and DB Hoovers.• Assisted with products to test for many applications such as Salesforce, Openair, Oracle and many more.• Reduced average incident/request ticket completion by 50%.• Day to day support for 200+ users utilizing Service Now ticketing application, using IT Knowledge-base to handle incidents through phones, Teams, and email.• Conducted testing for applications deployed to Salesforce• Liaison for updates and procedure changes for the Salesforce application. Show less