Jonathan Cohen

Experience

• 

  Time Warner Cable

  Nov 2002 - Sept 2004

  Level 3 Helpdesk Analyst

  •Provided highest level of technical Tier 3 support for Time Warner Cable, EarthLink, and AOL•Resolved issues in a timely manner to meet our company set service level agreement•Identified and fixed problems with company distributed wireless DOCSIS cable modems•Troubleshooting for slow and intermittent network connectivity using various diagnostic tools•Diagnosed cable signal levels using proprietary software•Used Action Request Remedy to open and close ESS tickets in a timely manner•Basic troubleshooting on Macintosh platform Show less

• 

  CA Technologies

  Nov 2004 - Aug 2005

  Service Desk Analyst

  •Provided support for over 20,000 internal CA employees worldwide•Diagnosed hardware, software, network, and peripheral problems •Active Directory administration•Blackberry administration •Responsible for prompt, accurate status and feedback on problems to customers and management•Maintained and updated accurate problem ticket logs•Resolved issues in a timely manner to meet our company set service level agreement

• 

  Festo

  Mar 2006 - now

  •Oversee the day-to-day operations of IT services for the North American region, ensuring the effective delivery of client support and infrastructure solutions to internal clients.•Lead a team of IT professionals, providing direction, guidance, and support to ensure efficient resolution of IT issues and timely completion of tasks.•Collaborate with cross-functional teams to identify and address IT service needs, proactively anticipating and resolving potential issues.•Manage and coordinate IT projects within the North American region, from initiation to completion, ensuring adherence to timelines, budgets, and quality standards.•Conduct regular performance reviews and provide coaching and feedback to team members to foster professional growth and development.•Serve as the primary point of contact for escalations and major incidents, coordinating response efforts and ensuring timely resolution and communication.•Maintain vendor relationships and contracts, negotiating terms and agreements to ensure cost-effectiveness and adherence to quality standards. Show less •Project manager for all aspects of IT infrastructure in the Americas•Completed 2 major office moves and 3 new office startups in 2017. All were on time and within budget•Currently the IT project manager for a 90 million dollar building expansion to our regional logistics center in Ohio•Project manager for upgrading the networks in all of our US offices•Negotiated all new contracts and upped the bandwidth in each office while managing to bring the yearly costs down over $156k a year•Project manager for rolling out a cloud-first strategy where we utilize Amazon/Azure cloud datacenters in both North and South America•Member of the business critical incident management team, taking leadership on massive outages/problems•IT representative for due diligence trips on companies we may acquire•Training of infrastructure tasks to IT colleagues•IT Vendor management•Maintains IT contracts and warranties•Determines yearly Infrastructure budgets Show less •Creates, maintains, documents, and supports a high-quality infrastructure environment. This includes servers, storage, telecom, networking, backups, and data centers•Supports the infrastructure environment as an embedded member of a global product team across multiple countries•Responsible for the operation of Festo’s enterprise-class data centers throughout North America•Implemented a SCOM 2012 R2 environment monitoring over 1450 servers worldwide, ensuring infrastructure resource availability through proactive system monitoring•Migrated over 90% of our physical servers to virtual servers dramatically reducing our data center costs (2014) •VMware and Veeam administration •Initiates new office startups, current office moves and full data center buildups. Our most current data center buildup to date was in a new 60 million dollar facility (2014)•Avaya telecom Administrator for all North America including a large call center•Project manager to migrate all offices in North America from Avaya to Skype for Business•Expert level hardware repairs and server builds •Setup and deploys Cisco controller based access points and basic config for Cisco Switches •Patch management through GFI•Fortinet firewall administration•Travels worldwide to collaborate on many projects with global team members Show less •Managed a team of Senior PC Support Specialists to plan, schedule, and coordinate the installation, upgrades and repair of all client side hardware and software as well as System Administrator duties•Project manager for all office moves, Win7 upgrades using SCCM, software rollouts (Office 2007), Hardware life cycle upgrades, disposal of antiquated assets, print management, wiring, PDA/Smart phone deployments•Setup and configured Windows servers, AD administration, Administered and monitored daily backups using HP Openview Data Protector, Setup and troubleshot VPN access using RSA Ace Server, Administered access to restricted websites using SmartFilter•Implemented and supported a new $400k Avaya VoIP phone system in all offices in the US and merged it with our Canadian offices•HP Certified to repair all desktops, laptops, and servers in-house saving the company over $40k on expensive hardware care packs. Festo also received a check from HP for every hardware repair I completed after signing up for the HP self-maintainer program•Liaison between Festo and HP for all issues Show less

  • IT Services Manager, North American Region

    Feb 2020 - now

  • Sr Systems Administrator/Project Manager

    Jun 2017 - Feb 2020

  • Systems Administrator

    Nov 2011 - Jun 2017

  • Sr PC Support Specialist - Lead

    Mar 2006 - Nov 2011