Jason Viola

Experience

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  Allegro MicroSystems, LLC

  Aug 2006 - Jan 2008

  Cadet Engineer/Production Supervisor

  Allegro MicroSystems, LLC is a leader in developing, manufacturing and marketing high-performance semiconductors. Allegro's innovative solutions serve high-growth applications within the automotive market, with additional focus on office automation, industrial, and consumer/communications solutions. Allegro is headquartered in Worcester, Massachusetts (USA) with design, applications, and sales support centers located worldwide.Responsibilities:- Plans and distributes manpower to maximize the utilization of production resources so as to meet the targeted volume and cycle time.- Monitor job standards and SOPs.- Ensure the implementation of machine loading in order to satisfy customers’ requirements.- Monitors and reviews machine utilization and throughput versus the standards for the purpose of sustaining or improving them to current demand and expectations.- Works with support groups on process and product yields, quality and machine up-time improvements.- Initiates changes on systems and services necessary for continuous line improvement.- Initiates and implements both preventive and corrective actions that will contain, correct, and prevent line problem that comes from machine, process and/or human errors.- Evaluates operators and coordinates with the Training Section the qualifications and certifications to the stations to which they are assigned. Show less

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  24/7 Customer Philippines Inc.

  May 2008 - Feb 2011

  Technical Support Representative

  24/7 Customer Philippines Inc. is an intuitive Consumer Experience Company that provides software and services that make life simple for consumers to connect with large companies to get things done. Responsibilities:- Provide client support and technical issue resolution via phone. - Configure client’s equipment and software to connect to the Internet via cable modem/router. - Provide education/training to clients in the use of the Windows operating system and its applications related to the Internet. Show less

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  Thomson Reuters

  Feb 2011 - Apr 2015

  Thomson Reuters is the world’s leading source of intelligent information for businesses and professionalsWe combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization. Responsibilities:- Provide comprehensive first-tier phone, email and chat support for the efficient resolution of technology problems and requests for Thomson Reuters end-users. - Identify potential system problems and escalate to department contact for resolution. - Provide complex and unique technical troubleshooting assistance to employees across global business units.- Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. Show less Thomson Reuters is the world’s leading source of intelligent information for businesses and professionalsWe combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization. Responsibilities:- Resolve technical issues via phone and email for customers and field staff using Thomson Reuters Legal Products. - Provide customer and technical support for proprietary products including installation, licensing, use, and problem resolution.- Utilize a variety of business systems, problem resolution skills and individual discretion to deliver results aligned with business objectives.- Gather and present feedback from customers to improve Thomson Reuters products. Show less

  • Global Service Desk Analyst

    Dec 2012 - Apr 2015

  • Technical Support Representative

    Feb 2011 - Dec 2012
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  CROSSPOINT TELECOMMUNICATIONS PTY LTD

  Jun 2015 - Apr 2017

  IT Support Engineer

  CrossPoint Telecommunications is an IT business Solutions Company who is making a difference in the market by providing end to end managed IT and voice solutions. CrossPoint Telecommunications is looking at the forefront of technologies and services and creating new ways of providing IT solutions.Responsibilities:- Provide support for ongoing managed services infrastructure.- Daily management of support requests via email or call to support hotline.- Ensure all Incidents and Service Requests are effectively responded, recorded, tracked and resolved within the agreed SLA.- Liaise with internal and third party contacts to achieve resolutions with clients, partners and internal support engineers.- Assist project team and customer in major and minor deployments. Show less

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  Accenture

  May 2017 - now

  • Microsoft 365 Level 2 Engineer

    Apr 2022 - now

  • Microsoft 365 Queue Manager

    Jul 2021 - Apr 2022

  • Microsoft 365 Support Escalation Engineer

    Apr 2018 - Jul 2021

  • Office 365 Support Ambassador (Senior Analyst)

    May 2017 - Apr 2018