Jarrett Gercken

Experience

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  Army National Guard

  Apr 2013 - Apr 2019

  Information Technology Specialist

  • Graduated the 25B Information Technology Specialist Course as the Honor Graduate.• Awarded an advanced waiver for early promotion to E-4 (Specialist) based on performance.• Provided on-site technical support for end users and devices assigned to the 5-113th Field Artillery unit in Louisburg, NC.• Configured, deployed, and managed CPN switches, routers, laptops, and VOIP phones in remote field environments. Ran and terminated Cat5/Cat6 cable as necessary.• Updated, configured, and managed Cisco router and switch configurations via Cisco IOS.• Updated and managed VOIP devices via Cisco CallManager application and web interface. Show less

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  Synigent Technologies (Contract with Ralph Lauren)

  Jul 2014 - Feb 2015

  Service Desk Generalist

  • Contract with Ralph Lauren for the Service Desk Generalist position.

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  Ralph Lauren

  Feb 2015 - Jul 2017

  • Selected to conduct initial and periodic training for all Service Desk Level 1 agents.• Selected to attend Certified Casper Technician Course in New York City to obtain CCT certification to provide enhanced support for OS X machines via JAMF Software Server.• Configured and deployed iOS mobile devices on-site and remotely via Airwatch MDM.• Utilized Microsoft SQL maintenance and queries to maintain and make changes to retail databases.• Provided top-tier technical support for over 25,000 global corporate and retail users, with a specific focus on MacOS users and retail store support. Show less

  • Service Desk Specialist

    Aug 2015 - Jul 2017

  • Service Desk Generalist

    Feb 2015 - Aug 2015
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  Ralph Lauren

  Oct 2017 - Jun 2018

  Store Platforms Analyst, Retail IT

  • Directly responsible for all Retail IT hardware support (including HP Registers, Workstations, Windows Servers, RFID, Printers, iPads, mobile POS Systems, and others).• Imaged Windows HP machines for new deployments and break/fix replacements.• Supported and made changes to retail network equipment in Cisco IOS via remote console.• Provided advanced support for retail SQL databases. Regularly corrected SQL records, repaired databases, and ran/managed SQL queries to process sales information from retail servers.• Conducted reviews and reporting of open and closed Incidents in ServiceNow to track trends impacting the Retail IT environment.• Provided training and oversight for the offshore Cognizant IT Service Desk. Show less

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  Lincoln Financial Group

  Jun 2018 - now

  Availability Management Analyst

  Responsible for all aspects of ITIL Major Incident Management and Problem Management, including:• Facilitate enterprise-wide technical outage bridges with a high volume of participants.• Provide clear and consistent enterprise-wide communication to the business units and stakeholders on the current state of any outage or degradation of service.• Facilitate After-Action Review meetings with stakeholders for all Critical Incidents.• Drive and manage Root Cause Analysis via the Problem record in ServiceNow.• Facilitate a daily call to review of all Critical or High Impact Incidents from the previous 24 hours.Responsible for all aspects of ITIL Change Management, including:• Reviewing and approving all categories of Emergency, Expedited, Normal, and Standard changes. This includes risk assessment and review.• Facilitate Change Advisory Board meetings and channel with stakeholders to review and address Changes to mitigate any potential impact.Individual contributions:• I managed the integration of the Major Incident Process to Microsoft Teams via ServiceNow, which directly resulted in a significate decrease in the response time for Major Incidents. • I am the SME for the Everbridge communication platform.• I consolidate data and publish reporting to our Executive Senior Leadership Team with a summary of resource hours and a cost estimate by area for all Major Incidents.• I regularly manage team projects and process improvement initiatives for the team. Show less