Jesse D.

Experience

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  Warranty Corporation of America

  Aug 2004 - Apr 2006

  Technical Support Representative

  Provide technical support for hardware and software for WaCA extended warranty customers. WaCA's extended warranties were sold with computer and electronic products from over 280 retailers.Computer Support Technician ● Outstanding Quality Customer Service Award ~ 36 Customer Compliments● Provide Technical Support hardware and software and Warranty Claims processing forOEM and Extended Warranty contracts for over 280+ clients and customers. ● Lead Technician overnight assisting with Team Lead administrative and escalationduties. Show less

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  Computer Generated Solutions

  Jul 2006 - Sept 2011

  Provide Level 2 technical support for IBM/Lenovo customer satisfaction or complex technical escalated phone calls from Level 1 support agents.Provide side by side coaching, monitoring, training Level 1 support agents assigned to my team.Provide technical support for IBM/Lenovo in-warranty customers via the phone, online requests, and remote services.Lead Technical Analyst / Technical Supervisor ● Managed and assisted all technical support agents with challenging scenarios, time-sensitive situations, and customer satisfaction escalations/complaints. ● Technical Supervisor at any time for over 260+ Level 1 support reps. ● Directly managed a team of 30+ support agents assisting our Team Lead with administrative and daily team productivity reports. ● Prepared team coaching and training materials. ● Hardware support for Lenovo’s Think Pad/Think Centre clients. ● Think Vantage Software support for IBM Gold clients. ● Hands-on training with assembling and repairing Lenovo “Think” Brand Products. ● Call monitoring and callback support for an online request from IBM Special Accountclients. ● IBM Certified: MXW01-R3 IBM PC Basics / Lenovo Certified: EPSW100-R1 Lenovo ThinkProducts: Think Pad, Think Centre, Think Vision Show less

  • Lead Technical Analyst

    Aug 2008 - Sept 2011

  • Thinkvantage Technologies Technical Support Rep

    Aug 2007 - Sept 2011

  • Technical Support IBM Gold Team

    Jul 2006 - Sept 2011
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  Micro Center

  Aug 2011 - Sept 2013

  Knowledge Expert

  Knowledge Expert – Store IT Support (Yes- Knowledge Expert was a real company title and next in line under Management)● Troubleshooting, and repair for all store computer systems, PBX, tape backups, POSterminals and registers, network printers, and LCD displays, and store software used byemployees. ● Provide Technical Support hardware and software for Walk-in Micro Center customers. ● Assistant Manager Coverage for various store departments as needed, Sales, and PBX. ● Assist the Service Dept. with builds and repairs of customer computers and iPhonerepairs ● Technical training to employees and weekend in-store clinics or classes to Micro Centercustomers covering various technology-related subjects. ● Setup online testing for new hire candidates, Ultipro and Active Directory password loginassistance for new and existing Micro Center employees. Show less

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  BrandBank (GA)

  Sept 2013 - Sept 2014

  IT Helpdesk

  IT HelpdeskInternal Deskside Support● Desktop support and repairs for 500+ bank and mortgage employees’ in-person, andremote locations via telephone and email through the helpdesk ticketing system. ● Provide repairs and support on HP desktops and laptops, Savin copiers and HP printers,Samsung PCoIP Zero Client VM Stations, and various banking machines andperipherals. ● Microsoft System Center Deployment on all new and existing desktop and laptopcomputers. ● Configuration and support on Cisco VoIP telephones and email setup on Android, Apple,and BES platforms for company-provided cell phones and iPads.● Conference room Audio / Visual setup for presentations, auditor site visits, and companytraining. ● PC relocation and deployment, network management for employee workstation setups. ● Windows Account and Email setup and support for new hire and existing employees,setup of third party banking and mortgage applications for employees. ● Software used: Windows 7, Server 2012, 2008, 2003, terminal server, VMware HorizonView Clients 5.3, System Center Deployment, and Endpoint Protection. Cisco CallManager, Barracuda, WinPak, AD and Exchange Management, Microsoft Office,SharePoint (updating Intranet files) and PowerShell. Encompass360, Calyx Pointbanking and mortgage software. Show less

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  City of Panama City, Florida

  Sept 2014 - Dec 2017

  Investigations Information Support Specialist

  ●Researched and Implemented 110 Dell Rugged Latitude Laptops and Docking Stations, at the time we were also a beta test site for these laptops as it was newly introduced in the State of Florida contract.●Implemented over 100 Brother Pocket Jet thermal printers used for citations, replacing HP Mobile Inkjet printers.●Researched and Implemented the departments MaaS360 Mobile Device Management used with Apple iPhones●Researched and Implemented the department's audio/video project to upgrade equipment.●Research and Implementation of moving the department from a Sophos security solution and going to a full Eset Endpoint protection solution.●Managed and deployed the roll out of Polycom VoIP from Cisco department wide, project manager for WOW cable contractors to come in and run new voice drops throughout the department.● Spillman CAD Application and Watch Guard Video Specialist. ● IT System Administration for all department servers, desktops, laptops, printers,computer peripherals, and networking switches, routers, and patches. Audio/Visual andCCTV. ● Desktop Support for over 150 department employees on desktops and HP and Delllaptops, HP and Brother printers, and Xerox business class copiers. ● Update and create PDF forms and policy files using Adobe Acrobat and Live CycleDesigner.● Maintained current information on the department website hosted through Civics Plusand the department Intranet page created by HESK. ● Hard drive, cell phone, video surveillance data retrieval and recovery for InvestigativeServices using X-Ways, Cellebrite Mobile Forensics tools, and Watch Guard in-car video. ● Configuration and support on Cisco and Polycom VoIP telephones, Android, Applecompany cell phones. ● Software used: Windows 7, Server 2008, 2012, Easeus ToDo Backup, ESET andSophos Antivirus, Team Viewer, Bomgar, Barracuda, WinPak, Active DirectoryManagement, Microsoft office, Spillman, TraCS, Watch Guard Video, and other VariousLaw Enforcement Utilities. Show less

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  Acentria Insurance

  Mar 2018 - Aug 2020

  IT Support Administrator

  IT Support AdministratorProvide support for 15 local offices throughout the panhandle and support/remote support for over 600+ employees in over 60+ offices predominantly in Florida and spread out between, Tx, Ga, LA, SC ● Locally based out of the Panama City and Defuniak Springs office. ● Backup Telecom Administrator.● Managed remotely a team of 3 contract IT professionals out of Texas. ● I help a team of five provide remote and local helpdesk and desktop support● Provide support for servers, desktops, laptops, printers, computer peripherals, andnetworking switches, routers, and patches. PC relocation and deployment on all new and existing desktop and laptop computers, and network management equipment. ● Troubleshooting DELL and Lenovo desktop and laptops, Windows 7 and 10, variety ofprinters and copiers, MITEL IP Phones, Ubiquiti networking equipment. ● Windows account and software setup/user access for new hires and existing employees. ● Software support for operating systems including pc performance, password resets,Office 365. ● Software used: Windows 7 and 10, Office 365, EPIC, CSR24, Go To Assist, Adobe,SolarWinds.IT Support Analyst PT (Between March - August 2020)● Part-time status 10 hours or less.● IT technical support for end-users.● Onsite technician for special projects. Show less

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  DEFUNIAK SPRINGS, CITY OF

  Mar 2020 - now

  Director Of Information Technology

  IT Director for a local municipality● Established the first official IT Department for the City and directly manage and supervise the Information Support Specialist technician.● IT technical support for 100+ end-users within 5 different locations: City Hall, PublicWorks, Airport, Fire, and Police Departments.● Network and System administrator● Work with vendors and current contracted services to transition duties over to the City'snow IT Department.● Attend weekly department head meetings.● Any and all other duties assigned by the City Manager. Show less