Jon Catron

Experience

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  RNet Communications

  Mar 2001 - Feb 2004

  Tech Support

  Responsibilities: Provided Customer Support to dial-up and ISDN customers Assisted Network Administrator in daily duties Created, Edited, and Maintained Zone files on Bind-DNS Maintained POP3 mail services Provisioned Websites for hosting customers Provided Hardware support for repairs department Designed, built, and sold custom PC's for hardware department Accomplishments: Completely overhauled troubleshooting practices Developed Tech Support Operations Manual Helped test and determine Wireless Equipment for Wi-Fi services عرض أقل

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  WebExcellence

  Apr 2004 - Jun 2005

  Systems Administrator

  Responsibilities: Managed and maintained web hosting servers running Windows 2000 Server Edition Requisitioned and installed SSL certificates for client web sites Ran and maintained daily, weekly and monthly backup jobs using VERITAS Backup Exec Administered Active Directory Domain under Windows 2000 Server Edition Managed Apache service on FreeBSD server and IIS on Windows 2000 Servers Configured and updated Bind-DNS on FreeBSD servers Accomplishments: Assisted with development and implementation of standard Quality Assurance procedures عرض أقل

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  RNet Communications

  Aug 2005 - Feb 2006

  Tech Support Manager

  Responsibilities: Oversaw hiring, scheduling, and review of Technicians Provided Tier 2 support for clients Assisted Network Administrator in daily tasks Accomplishments: Helped design and implement improved customer service policies

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  Aerotek/Telamon

  Jun 2006 - Mar 2007

  Help Desk Technician

  Responsibilities: Provided extensive phone support to a large variety of clients Troubleshooting Network issues as needed Managed Network infrastructure for multi-national corporations Exhibited above par customer service skills Accomplishments: Implemented improvements to ticket tracking queue for multiple clients

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  Klipsch Group Inc

  Mar 2007 - May 2009

  Desktop Support Specialist

  Responsibilities: Provide internal support to all levels of corporate users, including onsite and remote training Troubleshoot and resolve Computer, Network, Printer issues Manage Active Directory users, groups, distribution lists, OUs. Requisition office equipment, computers, printers, and software Administer Avaya phone switch Accomplishments: Automated baseline computer deployment via scripting

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  Clockwork Home Services

  Oct 2009 - Dec 2009

  Temporary IT Consultant

  Provide internal support to all levels of corporate users, including onsite and remote training, as well as support Franchise Users.Troubleshoot and resolve Computer, Network, Printer issues

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  CIBER

  Feb 2010 - Oct 2012

  Help Desk Analyst

  Utilize remote connectivity solutions to troubleshoot issuesLearn and maintain a high level of knowledge of the clients computing environment.Demonstrate strong sense of urgency regarding solving end-user issues.Exhibit excellent Customer Service skillsProvide excellent telephone, listening and communication skillsAnswer questions regarding system errors or usage instructionMinimize downtime by rapidly diagnosing and resolving problems.Track and document information regarding client calls using Computer Associates Service Desk call tracking databaseMaintain a high level of teamwork and communication عرض أقل

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  Lumen Technologies

  Oct 2012 - Nov 2022

  Senior Major Incident Manager

  Total Contact Ownership for High and Critical Priority Incidents on customer systems, as defined by ITIL v3.Facilitate resolution activities by engaging the appropriate resources in a timely manner to ensure IT service is delivered in accordance with agreed upon service levels

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  Ensono

  Nov 2022 - now

  Major Incident Manager