Jeremy Pember

Experience

• 

  Calvary Industries

  Jan 2006 - Dec 2016

  Information Technology Manager

  • Managed entire IT infrastructure and support for over 100 employees and thousands of devices across the United States• Implemented security procedures and policies to protect company assets and sensitive data • Coordinated and led vendors and contractors on multiple IT related projects while establishing excellent rapport • Initiated employee investigations on suspected data leaks/policy violations utilizing high-level monitoring software and digital forensics techniques • Mentored low-level tech to transfer into high-level position successfully• Created project plans with estimates for upgrading networks and equipment in 2 states, effectively boosting speeds by 1000% while maintaining VPN tunnels and correlating access needed • Assumed all responsibilities for managing extensive upgrade of peer-to-peer computer environment to a client-server environment while directing teams of IT contractors • Supervised and directed employees on projects outside the normal scope of IT work • Oversaw all aspects of IT related inventory stock and procurement• Bolstered IT security by instituting next-gen Firewall technology via Dell SonicWall and took the initiative to learn, program, test, and verify proper functionality • Demonstrated excellent judgement and leadership throughout entire employment, gaining respect and trust of employees throughout organization. Reported directly to CEO and President of company on all matters Show less

• 

  Atos

  Feb 2017 - Jan 2019

  • Enthusiastically led team's first and only Global IT support project for Siemens with 60,000+ users and complete visibility to entire organization with very little direction given, creating successful implementation that was continually renewed by top Atos and Siemens executives after exceeding expectations • Trained senior Team member as backup to current Siemens Global IT support position • Demonstrated initiative and eagerness to excel, rapidly becoming dependable expert in the most difficult user issues including SCCM/ZTI problems, SAP troubleshooting, Group Policy mistakes, Virus Scanner interference issues, PKI Card Reader and credential misconfigurations, Office 365 implementation problems, registry errors, and in-house Atos to Siemens programs • Proactively monitored for gaps in technical information between Atos and Siemens and delivered concise details to both, providing excellent time and monetary savings to all parties • Efficiently worked with top-level management from both Siemens and Atos, delivering exceptional IT service while maintaining balance between inter-company management • Provided Atos and Siemens management documentation and reporting on all aspects of Global IT support project in timely and accurate manner• Facilitated the troubleshooting, diagnosis, and repair of all Siemens HP in-warranty machines with accuracy and timeliness Show less

  • Siemens Global IT Support Level 3

    Feb 2018 - Jan 2019

  • Level 3 Remote Resolve Specialist

    Feb 2017 - Apr 2018
• 

  London Computer Systems

  Jan 2019 - now

  • Named specifically to newly created role by the CEO• Defined all aspects of the role and expectations• Hi level customers and escalations• Coordinated effective efforts between directors, managers, and other specialists to produce customer driven results• Led in-depth meetings with the CEO, Directors, and Managers to provide all findings related to performance, suggestions for software fixes, obvious trends, high level escalations, and opportunities to provide customers with exceptional service• Identified trends quickly and executed steps to minimize the impact on the customer• Monitored all emails, tickets, and customer Facebook forums company-wide regarding performance issues and acted swiftly to remedy any issues reported Show less • Managed and encouraged a team of 12+ employees• Facilitated daily huddles to discuss current trends and topics as well as praise the previous days' top performers promoting expectations and healthy competition• Monthly check-ins to go over employee performance and metrics• Encourage growth• Build personal relationships• Yearly reviews regarding goals met, performance metrics, and growth directly affecting compensation• Constant monitoring of employee progress and coaching to meet goals established• Final escalation point for all dissatisfied and escalated customers• Final reference point for the Team regarding all technical issues• Call monitoring and coaching for the entire team to ensure consistent quality service to the customer• New hire onboarding including setting up all available resources and tools needed to perform successfully, in addition to coaching and mentoring• Setting employee goals and helping them be met New hire onboarding Performance Specialist Account management Show less • Assisted all team members with the most difficult issues while effectively passing on the information needed to be successful as a Level 1 agent• Volunteered to train new hires on the fundamental troubleshooting procedures needed to be successful in uncovering issues that present themselves as problems with the company software but are typically detected with the customer’s local set up• Assisted coworkers in times of need in all support queues, including, Receivables and Payables, Owners and Finance, Web, General, and Mobile• Expressed willingness to take over any and all Queue shifts not covered for regular business hours and/or any Emergency Tech Phone gaps. Show less • Transitioned to the specialized Technology Queue delivering exceptional service, professionalism, and mastery of all issues presented• Received multiple certifications for ticket closures and excellent call reviews as well as completing and passing the voluntary Core Certification test• Trained new hires via shadowing and provided new team members as well as Team Lead with pertinent feedback• Transitioned to undertaking reverse shadowing and guiding new hires to LCS standards and provided Team Lead with employee progress, strengths, and areas for improvement• Demonstrated initiative by expressing to IT Director the need for a bridge between Net Dial Tone/VOIP and Tech Queue Support for issues that were not being addressed in a proficient manner and received confirmation warranting follow-up and action Show less

  • Performance Specialist

    Feb 2021 - now

  • Team Leader - Technical Support

    Feb 2021 - Dec 2021

  • Level 2 Technical Product Support Specialist

    Sept 2020 - Feb 2021

  • Technical Product Support Specialist

    Aug 2019 - Sept 2020

  • Product Support Specialist - General

    Jan 2019 - Aug 2019