Jonathan Ong

Experience

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  XO Communications

  Jul 2016 - Nov 2017

  IT Support Administrator

  • Provided incident response and conduct fault isolation techniques to determine mechanical issues in user’s operating systems for over 2,500 XO employees.• Recovered user hardware, triage, image, and deployed machines using MDT to all users in the company on-site and off-site.• Ensured user secured data backup through BitLocker/McAfee Drive Encryption and restoration via EETech.• Managed company equipment and peripherals through a work flow excel sheet saving the company upwards of $50,000. Show less

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  Pioneer Natural Resources Company

  Nov 2017 - Jan 2018

  Desktop Support Engineer

  • Backfilled in numerous positions within the Desktop Support Group from urgent incident response in Project Fusion, user refresh machine project, PC moves and deployment.• Created an automated checklist for the refresh project through batch file• Oversee Windows administration for the company such as operating system refresh projects• Imaged new user hardware with Windows 7 or 10 using SCCM and installed user applications

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  Lincoln Property Company

  Feb 2018 - Jul 2018

  IT Support Analyst

  • Served as first point of contact for end-users seeking assistance by email or remote screen-connect support• Configured multi-functioned printers and scanner capabilities on end user machines across all sites in the northeast region; onboarded user machines and decommissioned retired assets.• Provided entry level network support for users on/off domain; escalated tickets to the firewall and network operations team for new office setups• Setup new users in exchange admin center, active directory, MRI accounting software, and ConnectWise ticketing system• Used root-cause analysis to determine the most impactful and efficient solution • Recorded behavioral analysis of malicious attacks executed within an enterprise on users via email, browser, and software. Show less

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  SpectrumVoIP

  Aug 2018 - Feb 2019

  VoIP Network Technician

  • Resolve customer issues through the ticketing system/NOC center • Configured customer modem to Bridge WAN/DMZ network settings to manage customer's QoS• Managed customer routers through on site such as router security and monitor bandwidth for optimal VoIP services• Setup customer call routing for service/holidays on various hosted VoIP platforms which greatly impacted customer satisfaction

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  Cisco

  Feb 2019 - Jan 2020

  TAC Engineer

  • Consulted with customers by investigating their environments to better utilize hardware making services seamless while developing action plans for customers to drive customer satisfaction• Acted as a liaison between the customer, BU, HTOMs, IM during SR handling• Handled escalations and incident management with due diligence before involving BU to underutilize their resources which allocate their efforts and times where necessary• Learned basic cross-technology setup/troubleshooting for: CUCM, Unity, IM&P, and LDAP• Involved with mentoring peers in troubleshooting and tools Show less

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  Centre Technologies

  Mar 2020 - now

  IT Consultant

  - Manged New Hire/Termination projects with Microsoft Power Apps & Power Automate and served as a liason to various teams- Monitor network incidents through Meraki- Managed and monitored endpoints through Azure- Delegated as Sharepoint Admin- Write documentation on Knowledge Base and SOP's- Serve as escalation point